Manager, Access Operations

Seattle Children's Hospital • Seattle, WA

15h

About The Position

This position is a key role in executing SCH patient access strategies to achieve organizational goals for access to care at Seattle Children's, overseeing and directly managing more than one functional area of the patient access value stream (Referrals, scheduling, registration), is a subject matter expert of those functions for the enterprise, and serves a multitude of specialty service lines across the care continuum. Responsible for planning, organizing and coordinating all aspects of daily operations of assigned areas in a manner that aligns with Seattle Childrens core values, ensuring efficency, high quality outcomes as well as internal and external customer satisfaction. Maintains patient access technologies, access channels and service targets in collaboration with IT partners, capacity and access management teams, clinical intake/referrals, revenue cycle and other key stakeholders. Analyzes data, establishes performance metrics, and reports results with a focus on improving performance and processes to better support access to care. Continuously builds and maintains relationships with service line, clinic and ambulatory leadership, and other key stakeholders, to effectively manage external and internal referrals, scheduling, registration and other access related procedures. Responsible for execution of the tactics to achieve strategic initiatives aimed at supporting access to care goals. Provides consultation and business expertise to leadership. This role develops best practices for areas of accountability, role models best practices for the system, and provides oversight in access management (contact centers, scheduling centers, registration and check-in functions) across the enterprise to ensure KPI's are met for direct areas of authority, and guidance provided for similar functions for all other areas across the enterprise. This role is a subject matter expert.

Requirements

• Bachelor’s degree in health services, business administration or related or equivalent experience.
• Minimum three (3) years of management experience in health care setting or related field.
• Experience working in a contact center or other production-type environment (front desk/check-in) with thorough knowledge of access functions systems and processes.
• Demonstrated experience in managing resources and managing to KPIs.
• Complete EPIC training and obtain a passing score on the End User Proficiency Assessment (EUPA) test within 2 months of start date. This test can be taken a maximum of three times after completion of EPIC training.
• Experience in a healthcare environment

Nice To Haves

• Five years progressive supervisory/management experience in a hospital or complex health care or contact center environment.
• Master's degree preferred.
• Experience with Epic cadence/prelude and ambulatory scheduling.
• Experience working in a hospital or medical center.
• Experience working in a pediatric or an academic medical setting.
• Experience working with performance improvement initiatives/projects and knowledge of improvement methodology, such as lean
• Experience managing culturally diverse groups of staff.
• Experience managing budgets.

Benefits

• Seattle Children’s offers a generous benefit package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more.
• Additional details on our benefits can be found on our website www.seattlechildrens.org/careers/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager