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Operations Director, Patient Access

Company: Yale University
Location: New Haven
Posted on: September 13, 2020

Job Description:

None - Not included in the union (Yale Union Group)

Time Type

Full time

Duration Type

Regular

Compensation Grade

Administration & Operations

Compensation Grade Profile

Work Location

Central Campus

Work Week

Standard (M-F equal number of hours per day)

Searchable Job Family

Administration, Clinical

Total # of hours to be worked:

37.5

Position Focus:

Reporting to the Senior Director, Patient Access, the position provides oversight and guidance to the Nurse Advisors and leads the clinical integration process for the YM practices into the Access Center. Primary areas of focus include development of clinical protocols and practice standards/ policies, integration planning and execution, staff training and development, and compliance management. Serving as a strategic partner to the Senior Director, the position assesses scheduling algorithms across YM and partners with departmental clinical leadership and staff to enhance access.

1. Provide visible and proactive leadership to patients, families, physicians, internal leaders, and partners for all initiatives related to ambulatory access to care. 2. Provide strategic input to senior leadership for the establishment of processes and partnerships to enhance patient access to care. 3. Systematically integrate YM specialty practices into the Access Center. 4. Partner with consulting group to design and monitor the operating and technical systems of the Access Center. 5. Develop programs that enhance access to care. 6. Champion efforts to improve processes that achieve superior customer service, access, and satisfaction. 7. Establish triage and scheduling policies and procedures to ensure a seamless, patient experience across Yale Medicine ambulatory services using a variety of formats such as telephone, EMR, web, and fax. 8. Identify areas of gap and collaboration with key stakeholders to establish protocols to ensure optimal patient/referring provider access; includes but not limited to, e-visits, international visits, and transition of care (ED, hospital, affiliated facilities). 9. Establish service level expectations/key performance indicators for scheduling staff that are consistent with YM standards. 10. Work closely with the Joint Data and Analytic Team to lead efforts in establishing reporting dashboards that accurately track staff and practice performance and provider/template capacity. 11. Track progress and continuously improve scheduling processes. Benchmark against national standards. 12. Implement process improvement initiatives to achieve efficient, a quality access and scheduling experience for all stakeholders (patients/referring providers). 13. Other duties as requested.

Required Education and Experience

1. Bachelors Degree in a related field, plus minimum 5 years of experience in a large physician practice, or equivalent combination of education and related experience. 2. Experience with an established history of clinical service excellence within an academic health care environment; and demonstrated success in progressively senior leadership roles.

Required Skill/Ability 1:

Superior critical thinking skills, with demonstrated ability to make independent, responsible decisions. Strong analytical skills.

Required Skill/Ability 2:

Commitment to patient care.

Required Skill/Ability 3:

Excellent communication skills. Ability to effectively interface with executive leadership, physicians, frontline clinical staff and influence change.

Required Skill/Ability 4:

Strong process improvement, project management, and organization skills.

Required Skill/Ability 5:

Advanced skills using Microsoft Office (Word, Excel, PowerPoint) in a business environment.

Preferred Licenses or Certifications:

MBA Degree. Call Center experience. Working knowledge of EPIC Cadence scheduling system.

Drug Screen

No

Health Screening

No

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:

Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: ocr.boston@ed.gov.

Note

Yale University is a tobacco-free campus

Keywords: Yale University, New Haven , Operations Director, Patient Access, Other , New Haven, Connecticut

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