Manager, RCSS Referrals

University of Utah Health•Salt Lake City, UT

11d

About The Position

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA The position is responsible for overseeing and leading the work of the Referral Services Center (RSC). The focus of RSC is to coordinate referrals across U of U Health and connect the patient to the right provider for the right care. Further, this position is responsible for supporting institutional referral processes, serving as a resource and expert for the institution. The incumbent is knowledgeable in industry best practices and champions ongoing process improvement efforts. Corporate Overview: University of Utah Health is an integrated academic healthcare system with five hospitals including a level 1 trauma center, eleven community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University of Utah Health is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million. University of Utah Hospitals and Clinics represents our clinical operations for the larger health system.

Requirements

Ability to perform the essential functions of the job as outlined above.
Demonstrated leadership, human relations, and effective communication skills.
Ability to determine the appropriate staff mixes to support patient and customer needs.
Knowledge of hospital business operations and demonstrated strategic planning skills.
Experience in call center, scheduling, registration, check-in, front-end and/or referral processes.
Monitor key performance measures and make data driven decisions for improvement.
Demonstrated process improvement experience and innovative thinking.
Strong commitment to patient experience and customer focused outcomes.
Ability to partner effectively with other areas and leadership including IT, Operations, etc
Experience with payroll practices and accurate timekeeping for direct reports and team members.
Knowledge of industry best practices and technology solutions including telephony systems.
Bachelor's degree in a related area of assignment, or equivalency.
Four years of more progressively responsible management experience.

Nice To Haves

Master's degree in a related area, or equivalency.
Applicable supervisory training

Responsibilities

Performs to required standards for job specific responsibilities and technical competencies.
Oversee and manage the referral process, ensuring that referrals are processed efficiently and accurately.
Leads ongoing process improvement efforts to improve referral indicators, process flow, and provider and patient experience.
Analyzes referral data to identify opportunities for improvement, streamlining processes, and enhancing efficiency.
Seeks out industry best practice, new tools or technology, and innovative ideas.
Collaborates with stakeholders in establishing system standards for referral processes including provider communication, patient communication, and overall system workflows.
Partners effectively with other areas including IT, Operations, Clinical, Leadership and Providers.
Hiring, training, developing, and communicating with staff.
Responsible for developing, monitoring and achieving budget goals.
Manages labor and non-labor expenses to budget or flex budget.
Manages revenue to budget to maximize potential revenue.
Responsible for patient satisfaction scores within assigned area(s).
Responsible for upholding PROMISE standards of direct reports and team members.
Responsible to achieve quality goals for assigned area(s).
Manages and promotes continuous process improvements in assigned area(s).
Responsible to provide staff feedback on performance, including on-time appraisals and coaching.
Responsible to deal with conflicts in a proactive manner and to reach resolution in a timely manner.
Forms positive relationships with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization.
Actively engages staff with updates and news as well as involving staff in decisions and work teams. Provides feedback and recognition when appropriate.