Manager Outpatient Access Ctr

UNC Health; North Carolina; Hybrid; USD 85,000 - 110,000; Full time

Job summary

UNC Health in North Carolina seeks a Manager for the Access Center to oversee daily operations, optimize scheduling and referrals, and improve patient access across UNC Health's system. The role collaborates with outpatient leaders, implements workflow improvements, and leads a team of supervisors to ensure high-quality service and financial stewardship.

The position supports Epic optimizations, process improvement, and alignment with organizational access goals, with a hybrid work arrangement

Qualifications

• Bachelor's degree in an appropriate discipline.
• Five (5) years of experience in a healthcare setting, preferably in a physician office or outpatient, practice access, clinical integration, or call center.
• Two years of supervisory experience in a healthcare setting.

Responsibilities

• Practice Access - Responsible for the management of and maintaining the HCS principles to ensure access to services, efficiency of scheduling, and supporting patient and interdepartmental direct scheduling. Ensures system access policies are implemented.
• Leading People - Leads people toward meeting the organization's vision, mission, and goals. Ensures departmental goals match those of the organization and resources are allocated to meet priorities. Establishes an environment that creates incentives for, and eliminates barriers to, a team and patient centered environment. Articulates common goals and communicates how individual roles contribute to team success. Sets productivity and quality standards for and ensures accountability among staff.
• Leading Change - Proactively assesses the need for change and obtains resources and buy-in to implement change initiatives. Communicates effectively and appropriately. Takes action to ensure employees fully understand their roles, responsibilities and performance standards/expectations and provides ongoing feedback and support. Treats everyone in a manner that demonstrates fairness and consistency. Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.
• Results Driven - Exceeds departmental and organizational goals and customer expectations. Participates in decision making that produce high-quality results by applying knowledge, analyzing problems, and calculating risks. Consistently conveys that customers are the highest priority. Communicates in a manner that promotes and sustains customer satisfaction and encourages others to do the same. Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor budgetary responsibilities. Has a clear understanding of access metrics, and utilizes data tools to monitor and ensure improvement and/or goals are being met.
• Strategic Planning - Actively participates in the overall vision, mission, direction, goals and objectives of the department and system. Participates in the strategic planning process, establishes and achieves long range goals, and ensures the implementation of strategic business plans. Supports strategic planning by learning from and working with healthcare institutions across the country.

Education

Bachelor's degree in an appropriate discipline

Job description

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina. Summary Manager position responsible for the daily operations of UNC Health's Access Center. Under the direction of the Director and in conjunction with outpatient leaders, Manager will help to assure Access, Referral, and Templating targets are obtained and lead improvement efforts to that result in goal attainment. Manager will be tasked with optimizing and standardizing scheduling and intake practices across multiple clinics in order to create a consistent and enhanced patient experience across the system. Assists with developing specific departmental standards and objectives which directly support the achievement of organizational access goals. Also assists with the design of system-wide workflows and scheduling best practices through continual process improvement. Organization goals include Referral Conversion Rate, Time to Third, Scheduled Utilization, Telephone Service Levels, Online Scheduling, etc. Successfully implements latest technology into daily workflows to support patient access. Manages staff relations including performance management, staff satisfaction, and conflict management. Direct reports likely include Outpatient Access Center Supervisors overseeing pods of employees performing scheduling and referrals. Ensures high standards of patient satisfaction, quality of service, and financial stewardship. Supports Director in garnering buy-in from staff and departments to support system initiatives and to enhance scheduling and referral workflows to be patient-centered.

Manager Will Support The Following Areas

• Department of Surgery
• Some Department of Medicine Specialties, including: Endocrinology/weight management, Nephrology, Infectious Diseases
• Ophthalmology

This position will include both UNC Medical Center and Medical Group clinics, and are high volume, and specialties excited to engage and collaborate on Epic optimizations and process improvement.

Responsibilities

• Practice Access - Responsible for the management of and maintaining the HCS principles to ensure access to services, efficiency of scheduling, and supporting patient and interdepartmental direct scheduling. Ensures system access policies are implemented
• Leading People - Leads people toward meeting the organization's vision, mission, and goals. Ensures departmental goals match those of the organization and resources are allocated to meet priorities. Establishes an environment that creates incentives for, and eliminates barriers to, a team and patient centered environment. Articulates common goals and communicates how individual roles contribute to team success. Sets productivity and quality standards for and ensures accountability among staff.
• Leading Change - Proactively assesses the need for change and obtains resources and buy-in to implement change initiatives. Communicates effectively and appropriately. Takes action to ensure employees fully understand their roles, responsibilities and performance standards/expectations and provides ongoing feedback and support. Treats everyone in a manner that demonstrates fairness and consistency. Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.
• Results Driven - Exceeds departmental and organizational goals and customer expectations. Participates in decision making that produce high-quality results by applying knowledge, analyzing problems, and calculating risks. Consistently conveys that customers are the highest priority. Communicates in a manner that promotes and sustains customer satisfaction and encourages others to do the same. Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor budgetary responsibilities. Has a clear understanding of access metrics, and utilizes data tools to monitor and ensure improvement and/or goals are being met.
• Strategic Planning - Actively participates in the overall vision, mission, direction, goals and objectives of the department and system. Participates in the strategic planning process, establishes and achieves long range goals, and ensures the implementation of strategic business plans. Supports strategic planning by learning from and working with healthcare institutions across the country.

Other Information

Education Requirements

• Bachelor's degree in an appropriate discipline.

Licensure/Certification Requirements

Professional Experience Requirements:

• If Bachelor's degree: Five (5) years of experience in a healthcare setting, preferably in a physician office or outpatient, practice access, clinical integration, or call center. Two years of supervisory experience in a healthcare setting. If an Associate's degree: Seven (7) years of experience in a healthcare setting, preferably in a physician office or outpatient setting. One year (1) Supervisory experience in a healthcare setting.

Knowledge/Skills/and Abilities Requirements

• Excellent organizational skills, able to manage multiple priorities by outstanding verbal and written communication skills. Attention to detail, Self-motivated and able to work independently with minimal supervision. Relationship building skills to establish and maintain effective working relationships with providers, management, staff, and contacts outside the organization.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Care Access AC Faculty Physicians

Work Type: Full Time

Standard Hours Per Week: 40.00

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities.