Program Manager, Access Center

The University of Chicago Medicine•Burr Ridge, IL

1d•Remote

About The Position

Be a part of a world-class academic healthcare system, UChicago Medicine as a Program Manager for the Access Center. You will need to be based in the greater Chicagoland area. Job Summary The Access Center Program manager is responsible for supporting access as a program that supports the vision, scope and administration of access developed through a collaborative effort with multiple stakeholders. This position is also responsible for directly managing key access center support functions, directly supervising the analysts managing workforce management, IVR, and Salesforce, while collaborating with stakeholders within internally and externally. This role also is responsible for data integrity and analysis from various access center platforms, including telephony & salesforce. Essential Job Functions Under the direction of the Chief System Access Operations Officer, provides operational and programmatic leadership for the Access Center’s key support systems and staff: Directly manages the following programs within the Access Center: workforce management, IVR, data analytics, Salesforce CRM, Online scheduling (open & direct), and the Access Center’s digital front door. In partnership with IT leadership, and Marketing leadership, leads operational improvements in visit adherence and online scheduling optimization. Directly impacts service level and other contact center KPIs. Acts as a thought leader in the development and implementations of access center programs, services and events designed to address the changing needs of the community and stakeholders. Works collaboratively with BSD and Medical Group leadership, physicians, ambulatory operational leaders, and Revenue Cycle to support standardization of data reporting for the purpose of operational efficiency, improved access and favorable business outcomes. Provides strategic guidance and input to leadership regarding the development and implementation of programs and initiatives to ensure the perspective and impact on our key partners are understood and addressed. Establishes consistent, objective program performance standards of accountability including program evaluation. Recruits, hires, manages and oversees training and orientation of all direct reports supporting Access Center programs. Develops and implements a system to manage and evaluate the skill, experience and professional development needs of all program staff. Works with Access Center operational leaders and the training & quality teams to develop objective performance measurements across all programs to ensure consistent, high-quality evaluation, and goal setting for all employees. Executes Access Center operational strategies with a focus on innovation, identifying and implementing industry best practices. Develops and manages Access Center systems and tools in collaboration with the IT and Telecommunications departments, leveraging platforms like Salesforce, Cisco and SPOK to optimize patient interactions and workflow efficiency. Responsible for Access Center Data Management & Analysis Responsible for key performance metric reporting from various systems including telephony, WFM, Epic, and Salesforce. Uses data to drive improvements in agent labor scheduling (200+ agents) and optimizing agent distribution to ensure appropriate number of FTEs supporting call queues achieves optimal performance. Analyze data to interpret and prepare reports on Access Center performance for relevant stakeholders. Utilizes data to identify trends, inform decision making, and implement improvements. Uses data to collaborate with the template and capacity management team, and clinic operational leaders to improve access to care. Monitors key performance indicators, scorecards, and patient surveys at the department and individual level to ensure they are at target, suggests and implements mitigation tactics if measures are not meeting expected performance. Coaches other leaders across UCM on how to interpret, understand, and impact key access and contact center metrics.

Requirements

Bachelor’s Degree in Healthcare, Business or related field required; Masters degree preferred
Minimum 5 years program management experience
Minimum of 2 years direct staff management/supervisory experience
Certified Healthcare Access Manager (CHAM) required, or within 12 months after hire.

Nice To Haves

Epic Cadence Certification preferred

Responsibilities

Provides operational and programmatic leadership for the Access Center’s key support systems and staff
Directly manages the following programs within the Access Center: workforce management, IVR, data analytics, Salesforce CRM, Online scheduling (open & direct), and the Access Center’s digital front door.
In partnership with IT leadership, and Marketing leadership, leads operational improvements in visit adherence and online scheduling optimization.
Directly impacts service level and other contact center KPIs.
Acts as a thought leader in the development and implementations of access center programs, services and events designed to address the changing needs of the community and stakeholders.
Works collaboratively with BSD and Medical Group leadership, physicians, ambulatory operational leaders, and Revenue Cycle to support standardization of data reporting for the purpose of operational efficiency, improved access and favorable business outcomes.
Provides strategic guidance and input to leadership regarding the development and implementation of programs and initiatives to ensure the perspective and impact on our key partners are understood and addressed.
Establishes consistent, objective program performance standards of accountability including program evaluation.
Recruits, hires, manages and oversees training and orientation of all direct reports supporting Access Center programs.
Develops and implements a system to manage and evaluate the skill, experience and professional development needs of all program staff.
Works with Access Center operational leaders and the training & quality teams to develop objective performance measurements across all programs to ensure consistent, high-quality evaluation, and goal setting for all employees.
Executes Access Center operational strategies with a focus on innovation, identifying and implementing industry best practices.
Develops and manages Access Center systems and tools in collaboration with the IT and Telecommunications departments, leveraging platforms like Salesforce, Cisco and SPOK to optimize patient interactions and workflow efficiency.
Responsible for key performance metric reporting from various systems including telephony, WFM, Epic, and Salesforce.
Uses data to drive improvements in agent labor scheduling (200+ agents) and optimizing agent distribution to ensure appropriate number of FTEs supporting call queues achieves optimal performance.
Analyze data to interpret and prepare reports on Access Center performance for relevant stakeholders.
Utilizes data to identify trends, inform decision making, and implement improvements.
Uses data to collaborate with the template and capacity management team, and clinic operational leaders to improve access to care.
Monitors key performance indicators, scorecards, and patient surveys at the department and individual level to ensure they are at target, suggests and implements mitigation tactics if measures are not meeting expected performance.
Coaches other leaders across UCM on how to interpret, understand, and impact key access and contact center metrics.