Enterprise Manager, Strategic Support

Advocate Health; Charlotte (NC); On-site; USD 95,000 - 130,000; Full time

Job summary

Advocate Health in Charlotte seeks a healthcare operations professional to lead patient access and improve service quality across departments. This role emphasizes process improvement, staff leadership, and collaboration with IT and finance to align with organizational objectives.

The ideal candidate has a Bachelor's in Health Care Administration, 5+ years in patient access with supervisory experience, and strong communication skills to coordinate multidisciplinary teams.

Qualifications

• Bachelor's degree in health care administration or related field required.
• Typically 5 years in patient access/admitting with supervisory experience.
• Proven networking, critical thinking, and problem-solving abilities.
• Strong organizational and verbal/written communication skills.

Responsibilities

• Analyze processes to streamline workflow design and improve quality and revenue-cycle performance.
• Communicate with patients, families, staff, and physicians to ensure efficient operations.
• Survey satisfaction and address concerns to maximize customer satisfaction.
• Identify root causes of problems and propose improvements.
• Collaborate with patient access to implement new procedures and update policies.
• Work with cross-functional leadership to standardize policies and processes.
• Serve as liaison to Information Services and explain technical issues in user-friendly terms.
• Manage staff HR activities including interviewing, promotions, evaluations and morale.
• Develop operating and capital budgets and control costs.
• Uphold Code of Ethical Conduct and ensure compliance with regulations.

Skills

Process improvement

Quality standards

Communication

Leadership

Problem solving

Time management

Coaching

Education

Bachelor's Degree in Health Care Administration

Tools

PAS software

Windows applications

Job description

Major Responsibilities:

• Utilizes performance improvement techniques and quality/quantity standards to analyze processes in order to streamline workflow design operations, improve quality and service and revenue cycle performance. Participates in multidisciplinary teams for process improvement.
• Maintains effective communication with patients, families, department and medical staff and acts as a liaison to assure efficient department operations with exceptional quality and service.
• Surveys and ensures satisfaction of patients, staff, and physicians. Follows up on concerns, complaints and issues to maximize internal/external customer satisfaction and quality.
• Analyzes problem trends to determine and fix root causes. Develops ideas and makes recommendations for refinements, initiating implementation as appropriate.
• Collaborates with patient access departments to initiate new procedures, revising and refining as needed (includes: Policy / Procedure manuals, JCAHO requirements, insurance plan updates, training programs, etc).
• Collaborates with interdisciplinary management, PAS Quality and Training, Information Services, Clinical Information Services, Business Office and other leadership to standardize policies, work standards and processes. Considers needs of finance, government agencies, business operations, marketing, and strategic initiatives of site or region.
• Serves as liaison to Information Services and other areas using PAS software. Presents technical problems in formats understandable to both technical support and the user. Assists with conversion planning, system options, procedure development and training.
• Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
• Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree (or equivalent knowledge) in Health Care Administration or related field.

Experience Required:

• Typically requires 5 years of experience in patient access and admitting. Includes 1 year of supervisory experience in management of staff, budgets and multiple human resources functions within a multi-department, large and complex healthcare organization.

Knowledge, Skills & Abilities Required:

• Proven ability to effectively network and problem solve for physicians and physician office management.
• Demonstrated critical thinking, creativity, problem solving and decision-making skills.
• Self-directed, flexible and ability to handle a high degree of pressure with effective time-management.
• Exceptional organizational, communication (verbal & written) and facilitation skills.
• Demonstrated coaching and counseling skills with ability to supervise large numbers of staff in a fast-paced, unpredictable environment.
• Intermediate computer skills with Windows applications and other automated systems.

Physical Requirements and Working Conditions:

• Position requires travel, may be exposed to road and weather hazards.
• Exposed to a normal office environment, with significant patient and public contact.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.