Position Title

Health System Assistant Director, Office of Access Management

Indian Creek 10740

Position Summary / Career Interest:

The University of Kansas Health System is the region's premier academic medical center, with annual volumes of more than 1 million completed appointments, including 165,000 telehealth appointments, 1.5 million incoming calls and 1,400 providers. The Office of Access Management partners with departments across the health system to improve access operations and create an experience commensurate with the quality of care provided.

The Health System Assistant Director, Office of Access Management is responsible for executing strategic and tactical system-wide access improvement initiatives. The individual in this role is also responsible for daily operational performance of appointment office operations, including staffing to workload and performance management.

The Office of Access Management team is responsible for partnering with all practices and appointment offices across the health system to optimize access to care and addressing barriers for patients navigating the health system. The team is composed of leaders supporting scheduling operations and Access Specialists who are responsible for provider schedule template standards and management, information management, identification of divergence of access key performance indicators or problems with capacity management, decision tree algorithms, scheduling policies and procedures, quality assurance, regulation of phone call distribution, appointment numbers and scripting, advancement of innovations in access technologies, and implementation of best practices.

Responsibilities and Essential Job Functions

• Directs and oversees Office of Access Management daily operations including scheduling, registration, and referral management. Directs the daily operations of Access Specialists.
• Provides leadership presence and guidance through direction and role-modeling. Assists Access Specialist with workload prioritization, reviews reports, and provides guidance on resolutions. Responsible to manage operational budget and staffing budget.
• Lead initiatives to maximize performance across a variety of access metrics, including: • Patient appointment wait times • Appointment type maintenance • Provider schedule templates and capacity management • Telephonic and electronic scheduling processes ensuring an access experience commensurate with the quality of care provided • Hours of operation • Ease of referral management • Responsiveness in communication (metrics transcending platforms including phone, portal messaging, bi-directional texting) • Workforce optimization in appointment office operations, including quality assurance
• Directs and coaches staff and providers to comply with Office of Access Management policies and procedures, ensuring efficient, effective personnel and operational management utilizing accepted benchmarking standards.
• Leads the Access Specialist team as a group of internal consultants to partner with departments across the health system to monitor, improve and maintain performance to target condition.
• Partners with operational departments and leaders to promote continuous improvement in access, quality, and patient experience through ongoing SWOT analysis and A3 improvement efforts to guide continuous improvement.
• Works with the Health System Director, Office of Access Management to execute performance improvement initiatives to further improve access services and to maximize efficiency within the physician practices.
• Communicates with physician and operational leaders to disseminate best practices and presents in large forums (>100 staff).
• Promote the highest quality customer service with patients, clinic personnel, and providers through the oversight of the appointment office functional areas through management of quality assurance.
• Collaborate with ancillary and procedural departments, call center, marketing, revenue cycle, informatics and IT leadership to ensure the development and implementation of best practices.
• Provide leadership to execute on the implementation and change management of solutions to improve patient engagement in access innovations, including telehealth, bi-directional texting and engagement through the patient portal to expand self-service features to patients.
• Confer with organizational leadership to conduct needs analyses to identify immediate and future manpower requirements; identify need for learning and facilitate all aspects of training to support an exceptional access experience.
• Lead and participate in defining practice standards and improvement strategies for Access Specialist recruitment and Patient Service Representative hiring, onboarding and training.
• Establish and monitor tools and performance standards to ensure staff performs at levels necessary to achieve organizational goals and to identify training needs.
• Assess performance and provide regular feedback to staff.
• Establish and maintain weekly staff meetings within responsible areas and provide information obtained in these meetings to other management personnel to ensure standardized responses to internal and external customers.
• Recruit, hire, train, supervise, and evaluate performance of assigned staff.
• Maintain standards set by the Health System Director, Office of Access Management.
• Apprise executive leadership of concerns as appropriate.
• Attend appropriate workshops to enhance applicable skill set and stay apprised of industry trends and best practices.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• Master's Degree in a related field from an accredited college or university.
• 5 or more years of leadership experience in healthcare operations.

Preferred Education and Experience

• Epic EMR experience and/or certification.
• Project management experience.

Required Licensure and Certification

• Valid Driver’s License.

Required Language Skills

• Fluent English - Must be able to speak, write, and read English.

Knowledge Requirements

• Demonstrate excellent written and oral communication skills.
• Demonstrated organizational ability to plan and control activities of work groups; to relate to people to win confidence and establish rapport; and to create a work environment supporting and encouraging flexibility to adjust to changing conditions and priorities.
• Ability to transport self to various locations.
• Medical group practice management and/or hospital administration preferred.
• Lean management system and continuous operations improvement preferred.
• Data management and analytics preferred.

Time Type:

Full time

Job Requisition ID:

R-42685

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.

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