Job description
Salary Range: $43.78 - $75.90 Overview:
Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times. Position Requirements:
Physical/Sensory Demands for This Position:
Located in the heart of Washington, we enjoy open skies, snow-capped mountains, and the lakes and rivers of the high desert. We are the proud home of orchards, farms, and small communities. Confluence Health actively supports the communities we serve and their quality of life through our community support program and through our individual efforts as involved community members.
Employees of Confluence Health receive a wide range of benefits in addition to compensation.
- Medical, Dental & Vision Insurance
- Flexible Spending Accounts & Health Saving Accounts
- CH Wellness Program
- Paid Time Off
- Generous Retirement Plans
- Life Insurance
- Long-Term Disability
- Gym Membership Discount
- Tuition Reimbursement
- Employee Assistance Program
- Adoption Assistance
- Shift Differential
For more information on our Benefits & Perks, click here!
Summary:
The Director of Contact Center Services is responsible for directing all centralized scheduling, nurse triage, interpreter services, and switchboard services at Confluence Health. The primary functions of this role are to optimize patient access related services at Confluence and to partner with stakeholders across the enterprise on further standardization and centralization of these functions. The director will collaborate with the Revenue Cycle, Clinical Area Leaders, Medical Directors, Physician Leadership, Population Health, Administrators, and Staff to provide and improve appointment scheduling, new patient access, Medication Refill pre-work, patient outreach, switchboard, answering service, interpreter services, and critical telephone triage services. The functions of these areas will grow to include additional services and centralized functions over time, and this role will require strong project management experience. This leader will ensure regulatory compliance with state and federal laws and work directly on an integrated team with Revenue Cycle and Population Health leadership.
Essential Functions:
- Provides leadership for the Patient Access related services in Contact Center, Interpreter Services, and Switchboard.
- Develops ongoing strategy for outpatient Patient Access and Contact Center.
- Leads centralization, standardization, and optimization of these areas across the enterprise.
- Collaborates with clinical and revenue cycle leadership on ongoing initiatives.
- Prepares, reviews, revises, and approves Policies and Guidelines for department workflows, regulatory requirements, industry standards, and financial stability.
- Mentors and develops direct reports and staff through 1:1 meetings, goal setting, annual performance reviews and development of leadership skills.
- Monitors and managers key performance indicators, such as call volume, grade of services, etc.
- Reviews and approves annual department budgets and goals. Monitors monthly and reports any variances.
- Participates in key committees and prepares analysis on critical Patient Access Contact Center services activities.
- Leads interdisciplinary teams and champions change management.
- Develops and maintains interdepartmental relationships and partners with multiple disciplines throughout the CH system to enhance and support effective operation of responsible areas.
- Responsible for hiring and progressive guidance and works with HR on termination decisions.
- Directs strategy for IT system enhancements, solutions, and upgrades in cooperation with the IT departments. Responsible for securing education and training for department staff.
- Must be fluent in industry standards patient access and call center related areas.
- Responsible to ensure regulatory controls are in place and functioning.
- Assist with the procurement, design and equipping of Contact Center space.
- Seek out products, system improvements and best practices that promote efficiency and standardization across the system.
- Works with department managers to ensure adequate staffing and daily activities, review overtime and workload balance.
- Attends industry training and education as requested
- Other duties as assigned.
Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.
Being fully vaccinated against COVID-19 is an essential requirement of working at Confluence Health. Religious and medical exemptions will be considered upon request.
Qualifications:
Required:
- 6 or more years of leadership experience in Healthcare Contact Center, Patient Access, Patient Services, or similar field including 3 years experience as a Manager.
- Bachelors’ degree in Healthcare Administration, Business, or related field
- Must demonstrate project management experience
- Must demonstrate collaborative leadership of cross-functional areas
Desired:
- EPIC experience in Prelude, Cadence, or other relevant applications
- Master's degree preferred
- Relevant industry certification
- Demonstrated multi-department leadership
- CPT, HCPCS, ICD10, and medical terminology experience
O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.
F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.
C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.
F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.
C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.
Physical/Sensory Demands for This Position:
- Walking - O
- Sitting/Standing - C
- Reaching: Shoulder Height - F
- Reaching: Above shoulder height - F
- Reaching: Below shoulder height - F
- Climbing - O
- Pulling/Pushing: 25 pounds or less - O
- Pulling/Pushing: 25 pounds to 50 pounds - O
- Pulling/Pushing: Over 50 pounds - O
- Lifting: 25 pounds or less - O
- Lifting: 25 pounds to 50 pounds - O
- Lifting: Over 50 pounds - O
- Carrying: 25 pounds or less - F
- Carrying: 25 pounds to 50 pounds - O
- Carrying: Over 50 pounds - O
- Crawling/Kneeling - O
- Bending/Stooping/Crouching - F
- Twisting/Turning - F
- Repetitive Movement - F
Working Conditions:
- Normal office environment which consists of sitting at a desk for long periods of time talking with patients and employees, talking on the telephone, or working on the computer. Driving to branch offices on a periodic basis required. Predominately daytime work hours with periodic need to attend early morning and evening meetings.
- May at times be working from a quiet place/home office at your residence.
- There is mental stress and pressure associated with this position.
Job Classification:
- FLSA: Exempt
- Hourly/Salary: Salary
Physical Exposures for This Position
- Unprotected Heights - No
- Heat - No
- Cold - No
- Mechanical Hazards - No
- Hazardous Substances - No
- Blood Borne Pathogens Exposure Potential - No
- Lighting - No
- Ionizing/Non-Ionizing Radiation - No
- Infectious Diseases - No
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