Pas.memberclicks.net



HUMAN RESOURCES DEPT USE ONLYApproved Payroll Title: ________________________________________________________ Job Code: _______________ Grade: __________ Date Reviewed: _____________________ Effective Date: ____________________ CBUC: _________________ Approver: ________________ Cost Center: ___________________ Position Control Number: ________________________Employee ID Number: _______________________1.Name:?????2.Date: ?????March 1, 20193.Title Code: ???6538??4.Grade: M35.% Time: ?????100%6.Current Payroll Title: PATIENT ACCESS SVC MGR 3 7.Department, Work Location, Work Phone #: Patient Contact Center, Location TBD, Phone TBD 8.Position Reports To (name, payroll title, work phone #): Michael Condrin, Executive Director Network & Affiliates Division, (916) 734-56939.Responsibilities: Briefly describe the functions, activities and programs for which the position is responsible:GENERAL SUMMARY:UC Davis Health manages 50 outpatient clinics located on the Sacramento Campus and across the greater Sacramento Region, with over 900,000 outpatient encounters annually. Working under the direction of the Executive Director of the Network & Affiliates Division and the senior physician leadership, the Director is responsible for the strategic planning and tactical execution of a new Patient Contact Center (PCC).The PCC Director is responsible for the performance of all contact center functions including: new patient referral management, clinic appointment scheduling, patient registration, and insurance verification. The Director is responsible for quality assurance, patient experience, employee training and development, appointment capacity reporting to service line directors and department/center leadership, and data analytics for access to care and PCC performance. In partnership with the Director of Ambulatory Nursing, the PCC director is responsible for the operations of the outpatient nurse triage team within the PCC.The PCC Director and staff will work closely with Department Chairpersons, medical directors, and ambulatory physicians to design and maintain EPIC schedule templates and decision trees to optimize access to care, accuracy in physician scheduling, and front-end revenue cycle performance. The PCC Director will work closely with the Financial Services division on all revenue cycle and financial clearance functions.The PCC Director will work collaboratively across many divisions including ambulatory operations, professional services, physician leadership in the school of medicine and network, financial services, information technology, human resources and many others to design, implement and manage the PCC to ultimately serve all ambulatory operations across UC Health. The PCC Director plans implementation strategy for continued development of the full-scale, system-wide PCC including establishing short-range and long-range objectives that link with strategic business goals and objectives of UC Davis Health. PRINCIPAL DUTIES AND RESPONSIBILITIES:Plans implementation strategy including projects, transition strategies and full-scale implementation of a system-wide Contact Center.Develops Contact Center and Front-end Revenue Cycle strategic goals, objectives, operating principles and establishes and implements policies and procedures.Establishes long and short-range objectives for the Contact Center and Front-end Revenue Cycle that link with strategic business goals and objectives of the System.Serves on multiple cross-functional teams focused on a variety of system goals including improved referral management, scheduling practices and reimbursement.Represent the Contact Center and UC Davis Health on a local and national level sharing best practices and expertise.Continually obtains input and feedback on contact center and revenue cycle expectations and satisfaction from customers and stakeholders. If appropriate, establishes formal forums in consultation with senior leadership to understand customer expectations and direction for strategic direction.Oversees multiple system wide programs including MyChart, Deaf and Hard of Hearing interpreter services, web portal, and concierge lines.Works closely with department Chairs, Center Directors, and Medical Directors to improve patient access and reimbursement.Selects and implements appropriate technology applications to enable the PCC to provide an exceptional customer experience.In-depth working knowledge of EPIC and contact center systems for quality assurance, workforce administration, and call center performance.Implements and oversees system technology to improve customer access.Possess a comprehensive knowledge of a wide range of revenue cycle processes and systems.Develops and implements revenue cycle process improvements.Develops, monitors and maintains department operating budget.Identifies employee needs regarding development, employee engagement and retention, performance management, career path, and administers programs and interventions accordingly.Evolves the overall training and development strategy for the PCC aligning department goals and direction to that of HFHS.Plans, coordinates, and administers policies relating to all phases of department activities to include philosophy, goals, and objectives.10.Special Conditions of Employment. List (license(s) and/or certification(s) that are required by law, University policy or other special conditions of employment that apply to this position. Subject to many interruptionsOccasionally subjected to irregular hoursOccasional prolonged standing/walkingManual dexterity and mobilityOccasional reaching, stooping, bending, kneeling, crouching11.Scope. Describe by classification or occupational grouping the total number of full-time equivalent employees under the position's supervision or jurisdiction. Describe the amount and complexity of funds and facilities for which the position is responsible:400+ FTEs including service representatives, supervisors, managers, quality assurance, training & development, performance management, data analytics, capacity and template management, and nurse triage.Management of two 200 person call centers.12.How long have the position's responsibilities been significantly increased and/or changed as described above?New position13.Describe the skills, knowledge and abilities/competencies which are essential for successful performance of this position: KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:MINIMUM EDUCATIONBachelor’s DegreePREFERRED EDUCATIONMaster’s DegreeMINIMUM EXPERIENCEFive years managing a medium-sized (200+ seat) contact centerDiverse MS Office applicationsPREFERRED EXPERIENCEHealthcare industry provider experienceMust meet or exceed core customer service responsibilities, standards and behaviors including:CommunicationOwnershipUnderstandingMotivationSensitivityExcellenceTeamworkRespectMust practice the customer skills as provided through on-going training and in-services.Must possess the following personal qualities:Comprehensive understanding of contact centers and revenue cycle best practices, and trendsDedication to continuous improvementAbility to work with all levels of personnelProven leadership abilityPeople and process management expertiseExcellent verbal and written communication skillsBe self-directedBe flexible and committed to the team conceptDemonstrate teamwork, initiative and willingness to learnBe open to new learning experiencesAccepts and respects diversity without judgmentDemonstrates customer service values SIGNATURES: Employee: Date: ________________ Supervisor: Date: ________________ SMOKE AND TOBACCO-FREE WORK ENVIRONMENTImproving health and maintaining a healing environment is our top priority and as such, the Health System is committed to a smoke and tobacco-free environment. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited in all outdoor areas surrounding health system facilities and buildings on UC Davis’ Sacramento campus. For most other health system locations, smoking is prohibited indoors and in any outdoor area on UC Davis Health System property, owned or leased. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) is also strictly prohibited inside any vehicle owned, leased or occupied by UC Davis Health System or its employees (regardless of where the vehicle is situated), and in any vehicle parked at a location where smoking is completely prohibited. (UCDHS No Smoking and Tobacco-Free Policy ID: 1628) All supervisors and managers are responsible for observing these standards and ensuring their staff complies at all times.PRINCIPLES OF COMMUNITYThe Principles of Community affirm the inherent dignity in all of us, the right of freedom of expression, the responsibility to reject discrimination and the need to build a community of mutual respect and caring. The Principles of Community are stated below:"The University of California, Davis, is first and foremost an institution of learning and teaching, committed to serving the needs of society. Our campus community reflects and is a part of a society comprising all races, creeds and social circumstances. The successful conduct of the university's affairs requires that every member of the university community acknowledge and practice the following basic principles: We affirm the inherent dignity in all of us, and we strive to maintain a climate of justice marked by respect for each other. We acknowledge that our society carries within it historical and deep-rooted misunderstandings and biases, and therefore we will endeavor to foster mutual understanding among the many parts of our whole. We affirm the right of freedom of expression within our community and affirm our commitment to the highest standards of civility and decency towards all. We recognize the right of every individual to think and speak as dictated by personal belief, to express any idea, and to disagree with or counter another's point of view, limited only by university regulations governing time, place and manner. We promote open expression of our individuality and our diversity within the bounds of courtesy, sensitivity and respect. We confront and reject all manifestations of discrimination, including those based on race, ethnicity, gender, age, disability, sexual orientation, religious or political beliefs, status within or outside the university, or any of the other differences among people which have been excuses for misunderstanding, dissension or hatred. We recognize and cherish the richness contributed to our lives by our diversity. We take pride in our various achievements, and we celebrate our differences. We recognize that each of us has an obligation to the community of which we have chosen to be a part. We will strive to build a true community of spirit and purpose based on mutual respect and caring.”The National Standards for Culturally and Linguistically Appropriate Health Care Services (CLAS) affirms the responsibility of health care workers to provide understandable, effective and respectful care in a manner compatible with a patient’s cultural health beliefs and practices and preferred language. UCDHS supports CLAS and the Principles of Community by recruiting, retaining and promoting a diverse employee population while proudly serving a diverse patient population.The fourteen CLAS Standards can be reviewed at: ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download