Leads multi-department processes and projects to innovate, define, and optimally support the Patient Access strategy across the care continuum. Responsibility includes the development, implementation and continuous improvement of assigned access initiatives to ensure organizational access targets are achieved. Works to redesign or create new processes aimed to improve Clinic, ED or hospital access and patient and staff satisfaction. Provides leadership on cross-functional teams for assigned work aimed to accomplish system-wide and strategic patient access imperatives. Collaborates with process stakeholders for implementing project initiatives.
3+ years Manager IVR projects/programs
Contact Center Experience Required; Healthcare Contact Center Experience Preferre
Collaborates with leadership to develop organizational strategies related to access improvement projects.
Models effective use of project management and process improvement skills by applying new practices to mature implementation effectiveness.
Identifies and leads cross-department process improvement projects, proposes effective and efficient solutions, directs implementation of improved processes, and provides process sustainability plans.
Collaborates with process stakeholders and leadership to identify cost-saving opportunities.
Develops key performance indicators, provides real-time metrics and aligns operational behavior with strategic objectives to help managers move from reactive to pro-active management.
Develops specifications and executes testing plans to ensure data integrity of reporting and dashboards.
Assesses the local stakeholder environment and manages relationships among line staff, department managers, vice presidents, clinicians, clinical leaders and other system leaders as required.
Navigates the organization to drive accountability and results.
Brings forward information from other contexts and organizations to broaden the perspective of the group and aid in problem solving.
Identifies needs and proactively develop and champion programs.
Guides the development of quantitative analysis methodologies to summarize results and introduce recommendations.
Utilizes and refines tools and templates to develop work products.
Creates requirements, workflow diagrams, test plans and reporting to support project objectives.
Documents decision making and action items from meetings, ensuring relevant information is captured to support work completion.
Creates presentations to reflect progress, propose solutions and frame issues for a broad audience.
Leads multi-department improvement projects, creating accountability across a matrixed environment to drive results.
Coordinates with IT to plan, evaluate, test, implement, maintain and leverage access-related technology.
Work is typically performed in an office environment. 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-Managing people, processes, or projects (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.