Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of Otolaryngology. The position is located at the McMillan Building. This position is for the Medical School Campus.
A patient or referring physician’s point of access to the department is typically through the scheduling hub or contact center.� This position will manage the contact center and the critical functions including patient registration, patient scheduling, ensuring appropriate triage of incoming medical calls, provider schedules and templates, and pre-arrival.�� Technical training and optimization processes to increase quality and efficiency and strategic planning are critical, as a primary goal is to improve the patient access experience across the department.
PRIMARY DUTIES AND RESPONSIBILITIES:
Contact Center Management
Manage contact center staff and operations for department. Maintain and grow services by developing positive customer (patient and referring physician) relationships and high levels of customer satisfaction. Provides management direction and assistance in resolving issues and complaints by team members, physicians, patients and referring physician offices.
Oversee patient scheduling and registration functions ensuring that patients (excluding those with non-contracted plans) are scheduled at the right time, with the right provider at the right location with the right information.
Ensure staff has adequate training and resources to properly field patient needs and address insurance issues.
Ensure that immediate and appropriate action is taken via triage of urgent medical conditions.
Provider Schedule/Template Management�
Works closely with physicians, the Director of Clinical Operations, and Vice Chair Clinical Operations to ensure provider schedules are built appropriately to reflect practice goals and needs.
Regularly review utilization reports of providers schedules to ensure providers and locations are optimized for patient volume/through-put.
Strategize with other department leaders to continue to improve patient access to department and providers.
Manage staff who perform pre-arrival review of scheduled patients, ensuring that insurance is accurate/up to date and necessary referrals are secured.
Strategic and Operational Management
Develop and implement performance and quality improvement processes related to patient scheduling, template and access; monitor for effectiveness of these processes.
Work with department Access Committee to develop and implement new and best practices.
Interface with Director of Clinical Operations, clinic managers, billing manager, coding manager and nursing staff to assure patient contact services are relevant, effective and efficient.
Provide reports and analysis on contact center services.�
Other duties as assigned.�
Bachelor’s degree in related field and five years of management experience.� A combination of education and experience totaling ten years will be accepted in lieu of a degree.
Bachelor’s degree or higher preferred with technical and management experience.
Medical Assistant or nursing experience.
Strong understanding of WUSM contracted insurance plans.
Exceptional internal, external and customer service and people management skills.
Demonstrated human relations skills.
Working knowledge of patient services.
Organizational and interpersonal skills.
Excellent communication skills and the ability to interview, counsel, or advise patients and their families and able to perform high level problem solving, negotiation and executive functions.
Applicant Special Instructions:
JOB LOCATION/WORKING CONDITIONS: Normal office environment may include standing, walking and kneeling. May need to travel to various clinical locations.
The hiring range for this position is $62,067 - $79,144 annually.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.