HCS OP Access Ctr Ops Supv

Description

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Summary:

The HCS Outpatient Access Center Supervisor manages the day to day operations of the Outpatient Access Center. This position provides supervision and direction to a team of outpatient access specialists who are skilled in customer service and critical thinking in a fast-paced environment. Responsibilities include candidate selection, staff counseling and coaching, and distributing workload. Employees in this class are considered experts within the area of assignment (professional relations, scheduling, referrals) and provide assistance to both subordinates and other staff. Additionally, the Outpatient Access Center Operations Supervisor is responsible for ensuring processes are conducted efficiently and in a high quality manner to meet a high level patient experience, departmental and organizational goals, and the health care needs of all the patients we serve. They ensure call center operations adhere to departmental and organizational protocols and patient privacy regulations.

This is a hybrid position based in Chapel Hill at our Parkline Office for the Cardiology and Pulmonary team.

The schedule for this position will be Monday - Friday, 8:00 am - 4:30 pm.

This role will focus on enhancing access to care and providing support for our patients within our Cardiology and Pulmonology areas. In addition, managers staff relations including performance management, staff satisfaction, and conflict management. Serves as internal and external representation and leadership role with stakeholders across the health care system.

Responsibilities:

1.Manages department HR function related to staff recruitment, hiring, orientation, and training. Conducts performance evaluations and employee discipline in accordance with UNCHCS policies and procedures. Maintains employee attendance records and approves timecards.

2.Manages staff relations including performance management, staff satisfaction, and conflict management.

3.Works with the Staff Development Specialist to ensure new or revised procedures are documented and ensures staff are aware of these procedures and are able to demonstrate competency upon completion of initial orientation and ongoing QA reviews.

4. Manage team projects and participate on intra-departmental projects. Lead or serve on recurring task force teams, project workgroups, special projects, and regular leadership meetings. Develops and implements process improvement plans.

5. Serve as internal and external representation and leadership role with stakeholders across the health care system.

6. Ensures that all patient and provider complaints are resolved in a timely manner with favorable solutions.

7. Develops policies and procedures to accomplish objectives. Communicates changes to existing policies and procedures. Responsible for continuous improvement to processes, development and documenting workflow plans.

8. Establishes priorities within the unit supervised establishes work schedules, organizes and directs the flow of work. Adjusts individual assignments to meet the needs of the unit.

9. Provides input to departmental budget process and monitors to ensure fiscal accountability. May establish work unit operational budget.

10. Operational supervision and responsibility of all processes for a wide variety of services for the UNCHCS as well as external health care facilities we maintain contracts with to meet goals related to value care patient populations, patient engagement, patient experience, provider relations/referrals, patient care, and customer service satisfaction. Resolves work problems utilizing operational, technical, and program knowledge.

11. Performs routine and ad hoc analyses, audits, reporting, and workflow studies as required to ensure operational efficiency and departmental readiness for growth. Specialty reporting required for tracking and trending, and forecasting staffing needs.

12. Keeps leadership team informed of departmental operations related to HR, training, metrics, and staff performance and needs. Work with a variety of different departments related to the individual services provided including System Enterprise Services such as ISD, Telecom, PQI, Privacy Office, HIM, PLC, and Revenue Cycle, and also individual clinic leadership teams from all UNCHCS entities.

13. Assists with developing specific departmental standards and objectives which directly support the achievement of UNCHCS organizational access goals.

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Care Access AC Faculty Physicians

Work Type: Full Time

Standard Hours Per Week: 40.00

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.