The Operations Director of the Connected Care Center (C3) will be responsible for the operational oversight and staff supervision for all non-clinical C3 functions.

 

This individual will work in a leadership team responsible for setting goals, priorities, and performance standards for centralized scheduling and registration functions including scheduling, referral workflows, InBasket encounters, call routing, insurance verification, and registration. They are responsible for overseeing initiatives and guidelines related to patient experience, quality assurance, training, call volumes, abandonment rates, call resolution, referral management, registration accuracy, and scheduling variances. This individual will also oversee the template management function to ensure appropriate maintenance of provider and resource templates.

 

The Operations Director of C3 will maintain organizational and administrative policies and procedures for C3 and will have knowledge of the policies and procedures outlined in the Service Level Agreements for the clinical services supported by C3. This position will have a direct reporting relationship to the Senior Director of C3

Connected Care Center Operations

• Oversee Connected Care Center (C3) operations for referral management, scheduling, patient registration, financial clearance, and template management
• Supervise and ensure quality customer service to both external customers (patients, patient families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff) meets or exceeds the service standard of the health care industry. This includes regular call monitoring and documentation review.
• Leads template management function to ensure appropriate maintenance of provider and resource templates and ensures alignment with enterprise-level template standards
• Operationalizes performance improvement initiatives driven by Senior Director of Ambulatory Access and C3
• Request system enhancements as needed to facilitate accurate scheduling and registration
• Assist with the review, design, and testing of technology system features and upgrades
• Serve as an escalation point for clinical service issues and questions and support teams in mitigating escalations
• Ensure awareness, understanding, and compliance with all applicable federal, state, and agency laws and regulations.

Personnel Management

• Develop a positive, collaborative work environment for C3 staff
• Conduct team meetings to apprise staff of changes and to address broader-based program area issues and initiatives
• Ensure staffing needs are met and support implementation of alternative staffing patterns as needs arise, taking into consideration budgetary constraints and performance requirements and restrictions.
• Conduct timely training assessments and performance reviews
• Ensure quality assurance audits are completed for all staff
• Assist managers with staff relations issues as needed
• Interview and make hiring decisions to maintain adequate staffing in areas of responsibility

Quality and Productivity Monitoring

• Monitor inbound and outbound call flow from the Connected Care Center to identify trends in call volume, supply, and demand. Leverage analytics to adjust the workforce as necessary.
• Investigates patient and provider complaints and develops appropriate performance improvement plans
• In conjunction with the Senior Director of the C3, develop programs and processes to ensure quality customer service initiatives are met for all telephone encounters and internet based inquiries
• Participates in the development of policies, programs, protocols, and processes to ensure the delivery of safe evidence-based care, and the delivery of quality customer service for all C3 encounters
• Sets performance expectations and Key Performance Indicators (KPIs) for all staff in accordance with OHSU Health policies and expectations for C3

Financial Management

• Coordinate the preparation of annual budgets and manage yearly operational budgets
• Maintains staffing and supply budgets
• Forecast needs for personnel, supplies, equipment and training

• Masters degree in a related field is required. 
• Minimum 6 years progressively responsible management experience within department of a large hospital, major medical center or similar experience within a service industry (hospitality, banking, airlines or pharmaceutical). 
• Comprehensive knowledge of healthcare access systems, patient financial processes, and health care issues. A familiarity with insurance verification and institutional financial policies.
• Must understand the dependencies that exist between the front-end revenue cycle and various financial and patient care operations in a complex health system.
• Demonstrate strong communication and customer service skills, an ability to work collaboratively, and function independently. 
• Organizational skills both to function independently and to work closely with other professional using a team approach.
• Judgment skills to make appropriate decisions.
• Must be able to supervise a number of people and manage multiple demands and to respond rapidly to changing priorities.
• Knowledge of computer systems and integrating software to maximize work process efficiencies.

• Prior experience in an academic setting, and or market with heavy managed care penetration is preferred. While hospital experience is preferred, those with significant access experience within other industries will be considered.
• Epic Certifications in revenue cycle/access applications

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.


As an organization devoted to the health and well-being of people in Oregon and beyond, OHSU requires its employees to be fully vaccinated against COVID-19.