Serves in a leadership role to scope, prioritize, and deliver effective patient access analytics and optimal use of access related technology to meet business imperatives. Aligns policy, workflow, systems, and data to optimally meet the organization's access needs. Scope includes leading the team responsible for gathering analytic requirements, developing and aligning dashboards, reports and analytics related to patient access, Patient Contact Center and overall access related system performance. In addition, the scope includes accountability for the technology strategy, implementation, and optimization of Access and Contact Center Technology. Through partnership with key business partners, will leverage technology solutions that promote improving the patient experience, increasing self-service and creating efficiencies for patient access and Contact Center agents.
Directs access analytic and technology initiatives in collaboration with business partners to define and implement best practices, solve business problems, meet access targets and innovate novel solutions.
Lead the transformation of all major contact center systems toward modernization, automation, and customer self-service.
Leads Contact Center omni-channel strategies and delivery. Serves as the Contact Center Lead for customer relationship management, telephony, automation and other emerging technologies.
Collaborates with clinical operations, call centers, revenue management and IT to ensure efficient and patient centric access flow.
Plans, evaluates, selects, tests, implements, maintains, and leverages Contact Center and access-related technologies.
Contributes to strategic planning and direction of access improvement opportunities.
Suggests system-wide access initiatives with related goals, standards, analytics, and recommended process changes at the local and system levels.
Oversees data analysis, monitoring, benchmarking and targets to effectively manage access to care and meet organizational targets, including coordination with partner analytic departments.
Ensures organizational strategy is considered and present in all analytic/technology development decisions. Collaborates with division leadership to support organizational goals and strategic plans.
Defines, documents, and prioritizes access standards to monitor and report level of compliance.
Advises leadership to best practices and recommends solutions to drive alignment between technical and operational efficiency.
Monitors applicable industry trends, novel and emerging solutions to drive continuous improvement opportunities.
Knowledge & Familiarity of Epic & Tableau reporting tools
5 or more years' experience in data and analytics related work
Experience working in one of the following settings; hospitals, clinics, health insurance or other health related industry (Patient Access Preferred)
Business Analyst & Project Management experience preferred
Work is typically performed in an office environment. Travel may be required. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
Minimum of 5 years-Managerial/Supervisory (Required), Minimum of 5 years-Related work experience (Required)
Certification(s) and License(s)
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh FoodFarmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencingprograms, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13... hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers. What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.