Special Selection Applicants: Apply by 12/3/20. Eligible Special Selection clients should contact their Disability Counselor for assistance.
The Assistant Director of Care Navigation Hub Scheduling, in collaboration with Senior Management, is responsible for defining the future path and operating model of the Care Navigation Hub as it relates to service line appointment scheduling. Responsible for the planning, development, overall leadership, direction, and oversight of Primary Care and Specialty contact center related services. The Assistant Director provides effective leadership of the daily operations of the contact center units and is responsible for development and execution of strategic outreach initiatives that are supported through the Care Navigation Hub.
The Director assures that optimal service level expectations are met to fulfill the needs of members, prospective members, patients, payers, consumers, physicians, other medical professionals and decision makers of UC San Diego Health System. The Director manages and continually provide leadership and oversight to enhance telephone and electronic access to information and services for patients, physicians, and other constituents.Responsible for ensuring adherence to compassionate, efficient service provided within target service levels.
Manages and has accountability for functional, operational and budget operations for unit.
Directs functions and management of resources associated with services provided such as patient scheduling, registration, change management, training, non-patient access, quality management, reporting and analytics.
Prepares short- and long-range planning.
Establishes and recommends customer service policies and procedures.
Act as principle liaison with primary care practices/ clinics to ensure their satisfaction with the access center support of their practice/ department. Interact closely with administrative leadership members to address productivity or performance/ behavioral issues as well as responding to complaints or concerns.
Interacts with higher-level management on controversial situations, negotiations, or influencing and persuading others.
Selects, develops, and evaluates staff to achieve effective and efficient operation of the unit.
Manages related activities and ensures the alignment of team priorities with broader customer service and organizational objectives.
Manage workflow and quality of customer service provided, oversees resolution to complex calls, works with management team to identify problems and improve customer service levels.
Interfaces with other departments and/or functional owners to resolve problems, communicates policy, procedures and practices and meets unit goals.
Formulate new strategies, initiatives and programs to improve patients experience with scheduling.
Research, plan and institute best practice operational processes to create a best in class operating model.
Other duties as assigned.
Bachelor's Degree in Healthcare Administration, Business Administration or a related field, or an equivalent combination of experience and training.
Seven (7+) or more years of relevant experience within a mid- to large-size call center environment.
A minimum of three (3+) or more years management level experience in a call center environment.
Strong interpersonal and communication skills demonstrating tact, professionalism, and courtesy.
Demonstrated knowledge of call center technology.
Comprehensive understanding of health insurance plans and the California payer environment, patient referral/request for service receipt and management, clinical triage processes, appointment scheduling, insurance eligibility, pre-certification procurement, and pre-registration activities.
Highly skilled in process optimization and productivity.
Experience of managing large and complex budgets and proven ability to manage and control costs effectively.
Proven people management experience and skills, especially in building, leading and motivating large teams. Able to manage performance and employee conduct fairly and decisively.
Strong knowledge of policies, procedures, systems and best practices involving call center operations.
Demonstrated focus on Quality and Process Improvement.
Master's degree in Business, Health Administration, or a related field.
Five (5+) or more years of management experience in a relevant setting.
Substantial experience in a healthcare call center, ideally within
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