Cedars Sinai Medical Care Foundation is a Medical Group that has 63 practice medical offices located throughout Los Angeles and growing. There are 636 health care providers, specializing in Qualified Audiologist, Obstetrics/Gynecology, Rheumatology, Internal Medicine, Nephrology, Hematology/Oncology, Endocrinology, General Surgery, Ophthalmology, Hospitalist and more. Medical taxonomies which are covered include Hospice and Palliative Medicine, Otolaryngology/Facial Plastic Surgery, Registered Nurse, Gynecology, Vascular & Interventional Radiology, Surgery, Clinical, Nuclear Radiology, Psychiatry, Neurology and many more.
The Senior Manager, Access Management, is primarily responsible for improving the availability of services (access) to patients across Cedar Sinai Medical Network. Responsible for the planning, organizing, direction and overall daily operations of Patient Access and the Access Care Experience Team. Supervises the daily activities and operations of the department which includes training and quality assurance, analytics and reporting information, budgetary goals and forecasting staffing models based on call volumes. The areas of responsibility may expand to encompass referral management, virtual communication with patients regarding clinical and non-clinical issues, telephone treatment protocols and guidelines with progression to virtual care and preparation for care for all virtual appointments.
Job Duties and Responsibilities:
Supervises on-site and remote Patient Contact Representatives in day to day operations of the department.
Collaborates with Clinical Operations Leadership in establishing project prioritizations, forecasting weekly call volumes and interpreting reports and vital metrics to support strategic plans.
Partners with division/department contributors to garner physician alignment around scheduling, registration, referral processes, and patient navigation. This includes leading calls with internal and external contributors
Serves as the primary liaison between Access team and external contributors. Leads weekly meetings and daily reviews of activities to ensure program success
Determines the appropriate qualifications for hiring staff. Ensures that staff is fully proficient in their skills by providing mentorship and development. Evaluates staff performance and takes appropriate disciplinary action according to Cedars-Sinai policies and procedures. Maintains and evolves the Access leadership infrastructure as the work expands.
Provides feedback regarding positive and negative customer comments/experiences, participates in customer satisfaction initiatives.
Bachelor's degree in Healthcare Administration, Business or related field of study required.
Five (5) years of experience in leading a medium to large (20 agents or more) call team with the shown success in scaling to larger teams required.
Three (3) years of experience in management and administration. Proven track record in independently establishing administrative and office budgets, business plans and procedures required.
Working Title: Access/Call Center Senior Manager - Operations
Providing healthcare for more than 100 years, Cedars-Sinai has evolved into one of the most dynamic and highly renowned medical centers in the world. Along with caring for patients, Cedars-Sinai is a hub for biomedical research and a training center for future physicians and other healthcare professionals. This attracts exceptional talent to Cedars-Sinai, including world-renowned physician-scientists who seek a place where they can both conduct research and see patients--the ideal formula for discovery and its translation into cures. Our patients benefit from access to doctors at the top of their fields, and our researchers have an ideal community in which to study the impact of healthcare challenges, and reflect that knowledge in their research. The greater Los Angeles area in which Cedars-Sinai resides possesses unparalleled cultural and ethnic diversity which offers outstanding opportunities for translational and clinical research and a dynamic environment for medical education.Although community based, Cedars-Sinai is a major t...eaching hospital affiliated with the David Geffen School of Medicine at the University of California, Los Angeles (UCLA). Cedars-Sinai has highly competitive graduate medical education programs in more than 50 specialty and subspecialty areas, a graduate program in biomedical sciences and translational medicine, a clinical scholars program directed towards junior physicians with aspirations to become clinical scientists, and post graduate training opportunities.There are more than 250 full-time faculty members at Cedars-Sinai. The voluntary medical staff, comprised of more than 2,200 specialty board-certified or board-qualified physicians, represent all of the specialties and subspecialties and collaborate with full-time medical staff in the teaching responsibilities of the graduate medical education programs.