Radiology Access & Scheduling Manager - (Call Center) - Hybrid

The University of Kansas Health System•Kansas City, KS

2d•Hybrid

About The Position

The Access & Scheduling Manager manages the day-to-day operations of a scheduling at the University of Kansas Health System. This position has oversight for scheduling and scheduling personnel within a designated service or department and is responsible for the streamlined and efficient access management for patients and providers alike. This position designs workflows, measuring and managing to key metrics to ensure proper use of systems and technology, while also providing exceptional customer service to patients. The Access & Scheduling Manager monitors individual and team scheduling results to identify and act upon positive and negative performance trends to optimize utilization capacity throughout the health system. He/she works in close collaboration with leadership, IT personnel, and stakeholders across the health system to optimize systems and scheduling procedures to aid in establishment of fully optimized and efficient scheduling program.

Requirements

High School Graduate
Bachelors Degree AND 5 years of healthcare experience with familiarity with EHR scheduling workflows and/or revenue cycle experience that included knowledge of operational scheduling strategies, clinic throughput and performance improvement, 3 years of which include leadership experience.
OR Master's Degree AND 2 years of leadership experience in healthcare operations to include operational scheduling strategies.

Nice To Haves

Prior experience in Epic® medical record
EPIC Cadence Certified

Responsibilities

Responsible for the development, implementation, and optimization of scheduling and call center operations for a service line or department
Leads a team of Patient Scheduling staff to ensure compliance with health system scheduling guidelines
Develops and maintains scheduling and call center training for specific to the assigned service line or department for scheduling staff
Acts as a subject matter expert for scheduling protocols and communicates with relevant staff, faculty, market leaders, and/or executives on the strategy and results of scheduling team initiatives
Continuously evaluates workflows and practices related to scheduling and call center operations for efficiencies and identified areas of optimization
Acts as a liaison between the various departments and patients and/or family to identify potential problems and confirm resolution to grievances related to access management, scheduling, and/or call center operations
Oversees escalation pathways and resolution for urgent scheduling needs to include stat orders, work-ins and add-ons, and reschedules based on clinical needs and/or grievances
Addresses and resolves patient concerns related to scheduling and/or call center operations, including engaging directly with patients, leaders, and relevant stakeholders throughout the health system
Partners with leadership and IT to manage and optimize all visit types, orders, and their applications
Partners with leadership and cross-functional IT teams to manage, maintain, and optimize Epic® scheduling templates to include review of block utilization, block build and logic, block releases, decision trees etc.
Partners with leadership and cross-functional IT teams to develop/modify clinical orders to meet needs, and support advanced scheduling features
Responsible for service line or department governance structure coordination for review and decision-making on scheduling template changes with engagement from leadership and radiology IT
Serves as a secondary template reviewer to support leadership and IT in template management via routine monitoring of existing templates and outlining of future needs for optimization
Partners with leadership and cross-functional IT teams to optimize and automate scheduling practices where appliable with relevant medical record functionality and software platforms
Tracks and measures all scheduling and call-center related KPIs to include speed-to-answer, next available and 3rd next available appointments, calendar utilization, call abandonment rate, etc.
Monitors and analyzes all scheduling, call center, and access trends to identify opportunities and lead process improvement activities for increased efficiency and patient and staff experience
Develops and oversees a quality assurance program to support scheduling and call center staff via monitoring of inbound call volumes, service quality levels, and employee customer service
Collaborates closely with revenue cycle and pre-certification staff to align pre-certification and scheduling workflows
Manages technical concerns in collaboration with IT and telecommunications to ensure business continuity and operations
Collaborates with supervisor and/or lead staff to create staff schedules, ensure staff training, and support employee development
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
Other duties may be assigned as required.