Skip to main content

This job has expired

#96327 Assoc Chief Exp Ofcr & Sr Director Care Navigation

Employer
University of California - San Diego
Location
La Jolla, CA

View more

Executive Administration Jobs
C-Level & Executive Directors
Employment Type
Full Time
Institution Type
Four-Year Institution

This is a UC San Diego Internal Recruitment - Position is open to UCSD and UCSD Health System current employees only

DESCRIPTION

In partnership with Health System and Physician Group leadership, the Associate Chief Experience Officer and Senior Director, Care Navigation will serve as a key member of a dynamic leadership team responsible for strategic planning and execution of all Access Center operations.

The Associate Chief Experience Officer oversees the research, design, and implementation of initiatives and programs that support the development of a sustainable culture of service excellence. Under the direction of the Chief Experience Officer, the incumbent functions as a key partner with UC San Diego Health System leaders and staff for implementing the service excellence agenda. Position is responsible for development of service excellence goals, objectives, and programs including the development of appropriate measures of service excellence that support the patients and communities UC San Diego Health System serves. Position is responsible for ensuring the goals, objectives, and programs, are incorporated into system, department and unit business plans; and monitoring towards achievement of those goals and objectives. The incumbent will serve as a role model and coach for leaders and employees, and identifies and recommends ongoing curriculum content necessary to meet the service excellence initiative goals.

The executive is responsible for the design, development and implementation of a patient-oriented, enterprise-wide patient access system that is aligned with UC San Diego Health's mission, strategic objectives, and brand promise across the continuum of care. The Sr. Director manages and leads change at all levels of the organization for the enterprise-wide initiative to provide seamless, around-the-clock customer access. The executive is tasked with the oversight of Scheduling & Registration, Referral & Pre-Authorization Management, Financial Clearance, Customer Service & Navigation and Care Management & Nurse Triage and related services to ensure optimal practice and work flow. The Sr. Director is expected to appraise, forecast, and determine a desired set of future conditions and strategies required to achieve the patient access goals and objectives of the organization. The executive will have overall responsibility (directly or through delegation to entity/practice management team) for the design, implementation and ongoing operation of a unified and centralized patient access process for patients seeking care within UC San Diego Health ambulatory and ultimately all service sites. The new VP will develop and maintain organizational components to ensure the maximization and ease of access to all levels of service within the continuum. In addition, this will include accurate and complete patient demographics, insurance assignment, eligibility verification and referral/ pre-certification/ authorization requirements to achieve optimal patient flow, improved patient experience and reduced bad debts.

Key Responsibilities:* Management of staff and development of processes to ensure the continuous improvement in the delivery, quality of services and customer satisfaction* Develops, implements and monitors the short and long range financial budgets for the Access Center and the Office of Experience* Ensures that appropriate processes, systems, infrastructure, team members and training are in place to support the vision* Management of all key performance indicators, quality indicators and service level agreements* Create & maintain standards and controls that ensure consistency in customer service and experience from one transaction to the next* Use advanced analytics to understand the current and future needs of the business, customers and employees* Build and lead highly effective teams, supervisors and managers* Partner with internal providers and clinics to optimize the services offered by the Access Center to increase provider and patient satisfaction and collaboration* Partner with external providers and health care systems in optimizing processes and work flows to facilitate convenient access to UC San Diego Health, ultimately increasing referrals to the organization* Provide and represent the voice of the customer to executives and across the organization* Ensure business continuity plans related to technology system outages or staff shortages

MINIMUM QUALIFICATIONS
  • A Bachelor's Degree in business, healthcare administration or related area; or equivalent combination of experience/training.

  • Eight (8+) or more years of progressive Patient Experience and Access Center experience and proven success in the healthcare industry as well as knowledge of technologies and trends in the contact center industry.

  • Five (5+) or more years of direct team leadership experience.

  • Excellent organizational, managerial and project management skills.

  • Strong experience with developing IT solutions.

  • Excellent interpersonal, verbal and written communication skills.

  • Strong focus on employee relations, motivation and driving satisfaction.

PREFERRED QUALIFICATIONS
  • Advanced Degree in business, healthcare administration or related area
  • Experience leading an Office of Experience and/or Access Center within an academic medical center
  • Lean Process Improvement Certification (Transformational Healthcare, Six Sigma, or Lean)
  • Experience with Epic scheduling, revenue cycle, and patient portal applications
  • Experience with Cisco or comparable enterprise contact center systems
  • In-depth understanding and practical knowledge of applicable laws and regulations
SPECIAL CONDITIONS
  • Must be able to work various hours and locations based on business needs.
  • Employment is subject to a criminal background check and pre-employment physical.

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert