The Director of the Access Center will provide leadership, expertise and overall operational oversight of the Access Center. This role will leverage operational excellence and technology to ensure interactions between customers and the health care delivery system are seamless, efficient, and focused on creating optimal experiences. The Director is responsible for ensuring consumers contacting the Access Center have timely and convenient access to services scheduled by the Access Center, and will also work closely with the clinical practice of USC Care Medical Group (USC Care) and Hospital Administration to ensure patient and referring physician accessibility to Keck Medicine, including developing reports for tracking of referring physician information.
Responsibilities include leading and managing the day to day operations and teams of the Access Center, and partnering closely with operational and technology leadership and teams across the system on the design and execution of the foundational technologies and workflows necessary to support an enterprise access center, as well as identification of other solutions to support future innovations. Additional responsibilities include development and oversight of operating and financial plans (including overall KPIs and budget), and projects/programs to improve operations and customer experience such as optimized scheduling templates and protocols, a robust training and quality program, and partnerships with departments, clinics and leadership to improve communication between and across these areas.
This position will report to the Associate Administrator of Consumer Solutions & Access, and will partner closely with this role and a broader cross functional team to support our access transformation efforts, and other consumer strategies focused on improving access. This position ensures the application of continuous process improvement to enhance performance.
Minimum Education:Bachelorâs degree in a related field.Masterâs Degree in a related field strongly preferred.Minimum Experience/Knowledge:5 to 7 years of progressive leadership experience in call center or related environment (preferably in health care)Experience with leading a cross functional team through a transformational effort aimed at improving operations (preferably in a call center environment, and in health care)Must have ability to develop and implement successful strategic plans and the ability to translate a strategic vision and plans into operations, with demonstrated measurable and meaningful impact. Demonstrate leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills.Ability to establish and maintain effective working relationships at all levels, including active communication, problem solving and collaboration with senior leadershipRequired License/Certification:Fire and Safety Certification. If no card upon hire, one must be obtained within 90 days of hire, and maintained by renewal before expiration date. (Required within LA City only)
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.