Director Cottage Scheduling Center

📁
Revenue Cycle
💼
Cottage Health
📅
20000054 Requisition #

Responsible for the overall planning, implementation, and operations of the Cottage Scheduling Center team. Responsible for creating a department culture of service excellence in order to enhance the patient experience. Responsibilities include oversight of all Scheduling Center operations including: patient scheduling, registration, benefit verification, pre-authorization, financial counseling, point-of-service cash collections, patient cost of care estimates, and ensuring an exceptional patient experience with each interaction.  Provides vision and leadership over all Scheduling Center operations and establishes/maintains policies and procedures to ensure compliance and consistency of application that supports excellence in results and outcomes and excellence in the patient experience. Will manage, lead, and inspire Scheduling Center staff, will collaborate and partner alongside Operations leadership and across functional areas to maximize call efficiency, optimize patient experience and maximize Cottage Health's physician partnerships. Lead the development and implementation of Cottage's access strategy including the expansion of existing and emerging portals of entry (e.g., phone, mobile health app, online, etc.) to provide consumers with more options for existing and emerging services (e.g., virtual visits, e-visits, urgent care, outpatient services, inpatient services, etc.)

 

MAJOR ACCOUNTABILITIES


Patient Experience: Reviews patient satisfaction scores to recognize staff for great performance and to identify opportunities for improvement. Implements solutions where appropriate and monitors results to ensure new processes drive positive and consistent results and improved patient perception. Collaborates with appropriate groups to build a ‘Patients First’ culture within the Scheduling Center team that anticipates patients’ needs and leaves patients with a best first impression. Provides feedback and represents the voice of the patient to executives and leadership across the organization.


Leadership: Provides coaching, training, guidance and support to promote success of management and staff. Maintains an emphasis on developing staff and implements processes to groom high performers as part of succession planning. Responsible for the appearance and professionalism of team members, and ensures compliance with the Code of Conduct and Dress Code policy by holding the team accountable. Demonstrates commitment to excellent patient experience and leads by example.


Technical: Oversees activities of patient scheduling, registration, benefit verification, pre-authorization, financial counseling, point-of-service cash collections, patient cost of care estimates, and ensuring an exceptional patient experience with each interaction.  Collaborates with departmental and physician leadership to ensure coordinated workflows between the Scheduling Center and clinical teams, as well as educate others regarding the necessary information to register patients and financial clearance. Ensures business continuity plans related to technology system outages or staff shortages are in place.


Outcomes & Results: Evaluates department productivity, financial reports and key performance indicators (KPIs), quality indicators to assess performance levels of the department. Identifies workflows for improvement, analyzes the root cause of problems, and implements solutions. Ensures the financial performance of the Scheduling Center is on budget, including staff customer service, productivity, efficiency and accuracy. Anticipates changes in the environment and plans accordingly, ensuring that appropriate processes, systems, infrastructure, team members and training are in place to support the vision. Focuses on outcomes and sets goals, constantly reevaluating performance to ensure results are achieved.


Policies, Procedures & Regulatory Requirements: Ensures all functions are performed within the guidelines of and hospital policies and procedures. Ensures all area functions adhere to The Joint Commission and other governing agency and audit requirements. Ensures compliance with all state, federal and organizational regulations including the implementation of systems and processes. Stays current on local, state and federal laws and regulations. Participates in professional organizations as appropriate.


 

QUALIFICATIONS


Minimum


Requires a Bachelor’s degree, or equivalent combination of experience and training.


Proficient with Microsoft Office Suite including Word and Excel.


Seven years of work experience in customer service/hospitality or similar industry, including five years of leadership experience driving customer satisfaction and outstanding service. Proven ability to manage large teams and drive performance outcomes. 

Preferred:


Lean Process Improvement Certification (Transformational Healthcare, Six Sigma, Lean, Kaizen and Business Process re-engineering methodologies))

Proficient in analyzing data and reports. 


Past experience with Epic scheduling, revenue cycle, and patient portal applications. Experience with Microsoft Visio.


Five years or more of progressive Access/Scheduling Center experience and proven success in the healthcare industry and knowledge of technologies and trends in the contact center industry  


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