The Manager, Connected Care Center (C3) and Ambulatory Access will be responsible for the day-to-day operations and staff supervision for all non-clinical C3 and AAS functions. 

 

OHSU is in the process of building a centralized call center titled: Connected Care Center with a strong focus on

access management. The Operations Manager will be a key leader serving as an integral member of the C3

leadership team to oversee our access optimization efforts. OHSU defines access optimization as call center

capabilities and capacity management tools and processes. This role is responsible for the day-to-day oversight of all call center and access optimization activities. This leader will partner with other operational colleagues to

deliver on the goals for patient access and capacity management. Interprets policies and procedures, recommends changes as appropriate, and provides relevant feedback to access management leaders.

 

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

 

The Manager of Operations, C3/AAS will maintain organizational and administrative policies and procedures and

will have knowledge of the policies and procedures outlined in the service level agreements for the non-clinical

services supported by C3 and AAS. This position will have a direct reporting relationship to the Director of Patient Access.

Connected Care Center & AAS Operations

• Oversee Connected Care Center (C3) operations for centralized call handling, referral management, scheduling, patient registration, financial clearance, and will assist the Director with aspects of template management.
• Assists the Director with determining operational strategies for template design and capacity planning.
• Responsible for continuous improvement to processes, developing and documenting efficient workflow plans.
• Ensure that all patient and provider complaints are resolved in real-time with favorable solutions. The Operations Manager must have excellent people management skills, the ability to report on productivity, and an analytical mindset to monitor performance indicators.
• Coaches and develops staff to improve quality, performance, and productivity. Articulates work and performance expectations. Adheres to OHSU policy regarding coaching, counseling, and progressive disciplinary actions.
• Uses creative and innovative methods to motivate staff and to create a succession planning.
• Collaborates with others in the development of schedules to optimize clinical time and patient experience.
• Develops targets and tracks staff daily performance and productivity. Creates stretch goals to improve service levels and optimize productivity.
• Monitors and maintains work volume statistics.
• Develops a process for escalated issues. Answers questions and recommends corrective services to address complaints.
• Aligns with organizational access objectives in support of multi-channels of scheduling.
• Accomplishes organizational goals by accepting ownership for new and different requests with complete understanding and clarity to execute against plans. 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). This includes regular call monitoring and documentation review.
• Assists other leaders with template management to ensure appropriate maintenance of provider and resource templates and ensures alignment with enterprise-level template standards.
• Requests 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 non-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.

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 Director, 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.
• Sets performance expectations and Key Performance Indicators (KPIs) for all staff in accordance with OHSU Health policies and expectations for C3.

Personnel Management

• Develops a positive and 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 C3 non-clinical 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.

Education:

• A bachelor’s degree, preferably in Business, Finance, healthcare, or a related field of study, OR
• Four or more years of equivalent experience
• Epic Cadence certification or proficiency is necessary, as well as familiarity with multi-channels for scheduling (online, telemedicine, etc.)
• Epic Cadence certification or proficiency is necessary, as well as familiarity with multi-channels for scheduling (online, telemedicine, etc.)

Experience:

• Must have 4 or more years of call center operations experience within the healthcare industry.
• A minimum of 2 years of supervisory/managerial experience.
• Strong knowledge and experience base of patient access operations from registration to scheduling is required.

Job Related Knowledge, Skills and Abilities (Competencies):

• Comprehensive knowledge of healthcare access systems, 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.

Education:

• Master’s degree in Business, Finance, Healthcare, or a related field of study.

Experience:

• Prior experience in an academic setting.

• Management hours as needed - Heavy computer, phones, multiple demands-competing priorities.
• Position requires frequent sitting at desk working on keyboard and walking to all clinical enterprise service areas. No lifting required.

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.