Boston Children's Hospital is seeking a Heart Center Access Manager to lead the patient / family experience for from initial outreach, via our Second Opinion portal to inpatient discharge. The Manager will oversee a team of Case Coordinators and Schedulers while interfacing with families, clinicians, and supporting services across BCH for an exceptional patient/family experience.
This Program Administration Manager II will be responsible for:
Responsible for business change management, including business process redesign, training, SOPs, etc., by working with leadership on identifying alternatives to existing job tasks or processes, and propose / implement initiatives for improvement.
Performs need assessments, evaluates and analyzes individual program and overall unit or department effectiveness; implements appropriate procedures to ensure efficiency and accuracy to fulfill the unit or department and campus mission.
Develops and manages the development of internal systems and materials (e.g., internal forms, patient and family communication, etc.) for delivery of programs and services.
Identify and manage the development of new programs and monitor the performance of programs and recommend changes;
Identify process improvement platforms to enhance the patient navigation fluidity while continuously addressing the needs of patients / families and providing solutions.
Provides concierge service to patients and families to ensure a smooth arrival and stay. Monitors patient service feedback with focus on the patient experience and helps resolve service issues.
Oversee the patient intake and scheduling process.
Assist with the efforts in the developing the plan of care and support obtaining payer approval for high risk out of network cases.
Develop and monitor departmental dashboards (e.g., financial, efficiency, effectiveness, service, etc.) and defines factors that could adversely affect patient care coordination, patient financial responsibility, or quality of patient satisfaction.
Manages day to day administrative operations of department/unit area with major focus on improving the business aspects and patient experience of health care operations and the quality of health care provided, including highly sensitive and /or critical patient data.
Serves as an active member of various leadership teams, participates in enterprise-wide and/or clinical area committees and task forces and acts as administrative liaison between the Heart Center, Department and hospital.
Recruits, trains, develops and motivates staff while managing performance for effectiveness and efficiency with attention on providing high quality service to patients and families.
To qualify, you must have:
Bachelor's degree and a minimum of 6 years of relevant experience. ( Associates Degree with minimum of 8 years of relevant experience). Master's degree preferred.
The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
The ability to work with diverse internal and external constituencies.
Please note: During a public health emergency, individuals in this role may be expected to take on additional duties to respond to organizational needs.
Boston Children's Hospital offers competitive compensation and unmatched benefits, including an affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.
Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
Internal Number: 3110017
About Boston Children's Hospital
Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care. As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.