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Director, Centralized Scheduling

American Hospital Association

This is a Full-time position in Tampa, FL posted October 20, 2021.

Demonstrate through behavior, AdventHealth’s mission, vision, values and service standards as outlined in the organization’s Whole Care Experience training
Plans, develops, organizes, directs, and manages assigned areas.

Responsible for all Centralized Scheduling outcomes in assigned areas.

Identifies problems proactively for expedited resolution.

Creates synergies, maintains bidirectional communication.

Acts as a liaison between Scheduling, Pre-Access, Clinical (including hospital service line and provider partners), and administrative partners within the respective market.

Accountable to meet labor and budget guidelines, flexing as needed and reducing costs where applicable.

Monitors team time and attendance according to policy
Create an environment that assures the productivity, performance, and well-being of each employee in the department
Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives
Participate in the ongoing development and optimization of the market CxC operations; ensure performance is aligned with corporate and organizational goals 
Collaborate with the market and/or functional area leaders for the continued partnership and improvement of the market CxC services
Conduct one on one meetings to discuss performance and provide coaching/mentorship, promoting a positive and supporting culture
Identify talent development opportunities and create customized learning paths to address individual development requirements
Maintain competence, oversee and evaluate centralized support, monitor volume and performance, and assess ongoing training and education needs for the assigned functional area(s).

Ensure appropriate staffing; maintains a successful recruitment and onboarding process.

Monitors inbound/outbound call activities and manages escalations; provides oversight for developing and maintaining workflows.

Manages Contact Center daily productivity, projects and workload balance to ensure that key responsibilities are processed to meet and/or exceed department goals in accordance with Service Level and Organizational Level Agreements.

Communicates outcomes to team and leadership in a timely manner, providing accurate statistical records and reports.

Performs other duties as assigned

Qualifications

KNOWLEDGE AND SKILLS REQUIRED
Mature judgement in dealing with patients, physicians, and insurance representatives
Experience and proven track record with large-scale change management in a healthcare setting
Proven team builder with experience in developing organizational culture
Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
Ability to communicate professionally, both verbally and nonverbally, and utilizes effective listening and questioning techniques
Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions
Responsive to ever-changing, fast-paced healthcare landscape
Ability to lead or facilitate training and education
Personal integrity and an ability to work under stress
Strong organizational and coordination skills
Intermediate knowledge of Microsoft programs and familiarity with database programs
Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
Demonstrated ability in successfully collaborating with multiple partners in a matrix environment
Strong problem-solving skills, with ability to handle complex scenarios
Strong people management skills, with ability to coach and provide support to team members
Ability to drive change at professional and cultural level
Ability to drive performance improvement by actively scanning for disruptive processes and pursuing partnerships to bolster team’s performance capability

KNOWLEDGE AND SKILLS 
Preferred

Strong understanding of healthcare terminology (medical terminology)
Experience in contact center management and/or supervisory duties
Experience in a healthcare setting
EDUCATION AND EXPERIENCE REQUIRED
Bachelor’s degree and/or higher education level or completed coursework in business or health services administration or
5 years of relevant experience

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