Job Description:

VALLEY MEDICAL CENTER

JOB DESCRIPTION

Clinic Network

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Director, Patient Resource Center

ROLE: Serves customers by planning and implementing resource center strategies and operations; improving systems and processes; managing staff. Includes registration, scheduling, referrals, outreach and triage functions

AREA OF ASSIGNMENT: Patient Resource Center

RESPONSIBLE TO: VP, Clinic Network

PREREQUISITES:

1. College degree in Health Care or Business, Bachelors required, Masters preferred

2. Minimum of three years of leadership experience working in a Call Center or Patient Resource environment, Health Care environment preferred

3. Minimum of five years' experience in management

QUALIFICATIONS:

1. Ability to effectively communicate in English.

2. Demonstrates ability to act independently.

3. Knowledge of telephony systems, effective supervision; planning; written and oral communication; program, human resource and budget management, team building and interpersonal skills required.

4. Able to work collaboratively with Clinical leaders and Clinic Managers to assure patient needs are met and clinic resources are efficiently scheduled and utilized

5. Demonstrated flexibility and manageability of multiple demands.

6. Excellent customer service skills and a patient focus

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT, AND WORKING CONDITIONS:

PERFORMANCE RESPONSIBILITIES

A. Generic Job Functions: See Generic Criteria for Directors

B. Unique Job Functions:

• Determines Patient Resource Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements needed for effective and accurate appointment scheduling, establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Assures Customer Service performance metrics are achieved.

• Acts as a mentor to PRC supervisors and Trainers

• Oversees the monitoring of registration data and registration work queues for quality and accuracy and timeliness.

• Works closely with PRC Medical Director, Specialty and Primary Care Directors. Clinic Managers and Providers to assure that scheduling requirements and scheduling pre-requisites are met.

• Oversees the referral coordination work to include obtaining information needed for authorization and pre-authorization prior to scheduling, communicating with the practice regarding any clinical information needed and coordinating with the patient to schedule the appointment.

• Through the Patient Resource Center, provides support and direction to outbound health promotion activities in collaboration with the network operations team

• Develops Patient Resource Center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

• Maintains and improves Patient Resource Center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

• Accomplishes Patient Resource Center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Meets Patient Resource Center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; and analyzing variances.

• Provides direction to the development Patient Resource Center performance reports by collecting, analyzing, and summarizing data and trends.

• Maintains professional and technical knowledge by tracking emerging trends in Health care call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments and expanding services across the enterprise

• Oversees the management of PRC staff to include quality, performance improvement, retention strategies, recognition and compensation strategies.

• Works in partnership with IT to assure the documentation systems and telephony systems and reference systems are optimized to improve efficiency and accuracy.

• Provides oversight to the nurse triage process. Works with Clinical Operations staff to assure standards for clininial accuracy are measuredd and maintained.

Job Qualifications:

PREREQUISITES:

1. College degree in Health Care or Business, Bachelors required, Masters preferred

2. Minimum of three years of leadership experience working in a Call Center or Patient Resource environment, Health Care environment preferred

3. Minimum of five years' experience in management

QUALIFICATIONS:

1. Ability to effectively communicate in English.

2. Demonstrates ability to act independently.

3. Knowledge of telephony systems, effective supervision; planning; written and oral communication; program, human resource and budget management, team building and interpersonal skills required.

4. Able to work collaboratively with Clinical leaders and Clinic Managers to assure patient needs are met and clinic resources are efficiently scheduled and utilized

5. Demonstrated flexibility and manageability of multiple demands