Director Patient Resource Center
Company: Valley Medical Center
Location: Renton
Posted on: March 11, 2023
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Job Description:
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To apply for this Director Patient Resource Center position, click
on Complete Application .
Valley Medical Center offers a competitive salary, and valuable
healthy living benefits including: health, dental and vision to
help you maintain and improve your health. Valley Medical Center
also offers several ways to invest in your future. Benefits info
page: https://www.valleymed.org/careers/benefits 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. 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 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: Must
possess ability to work independently, with a minimum of direction,
and take initiative in problem solving. Must be able to interact
professionally and effectively with a wide variety of people,
including operations staff, providers, the general public and
departments in VMC. Attention to detail and excellent
organizational skills are essential. Must be able to function
effectively in an environment with frequent interruptions and
multiple tasks. PERFORMANCE RESPONSIBILITIES A. Generic Job
Functions: See Generic Criteria for Directors 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
Keywords: Valley Medical Center, Renton , Director Patient Resource Center, Executive , Renton, Washington
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