Director, Performance and Quality Management - Access Center
Company: St. Luke's University Health Network
Location: Allentown
Posted on: March 18, 2023
Job Description:
St. Luke's is proud of the skills, experience and compassion of
its employees. The employees of St. Luke's are our most valuable
asset! Individually and together, our employees are dedicated to
satisfying the mission of our organization which is an unwavering
commitment to excellence as we care for the sick and injured;
educate physicians, nurses and other health care providers; and
improve access to care in the communities we serve, regardless of a
patient's ability to pay for health care.The Director, Performance
and Quality Management will have strategic oversight and
accountability of the Access Center's core performance management
functions including Workforce Management, Quality Assurance,
Training, Access Center Reporting & Data Management and Access
Center IT support.
- Establishes the Performance Management structure, oversees
related personnel, and ensures each functional team (Workforce
Management, Training, Quality Assurance, Reporting & Data
Management and Access Center IT support) delivers mandates.
- Partners with Access Center operational leaders to forecast,
plan staffing based on actual experience and trend analysis, and
implement necessary tactics to achieve service targets.
- Leverages workforce management software to effectively plan
resources, optimize staffing, and shift staffing needs, while
planning for the variability in volume delivery.
- Drives learning strategies and oversees the development of
training programs for the Access Center (Epic functionality,
scheduling and clerical activities, clinical triage, etc.).
- Develops and maintains the Access Center's quality management
program to monitor and optimize performance.
- Collaborates with Access Center leadership to develop and
maintain quality assurance scorecards and operational
dashboards.
- Collaborates with Access Center operational leaders to
proactively analyze and develop action plans and resolve service
delivery and/or service level issues.
- Engages with IT on Access Center technology projects and
ongoing maintenance of applications/platforms.
- Provides strategic leadership and oversight to Workforce
Management, Quality Assurance, Training, Access Reporting and Data
Management, and Access Center IT Support and teams.
- Creates strategies and engages in performance improvement
activities to improve service levels, increase patient
satisfaction, and increase provider availability.
- Works with Operations to plan and develop strategic roadmaps
for enhancements of services or reductions in level of effort of
delivering current service offerings.
- Collaborates with Access Center leadership to develop and
maintain quality assurance and operational scorecards/dashboards,
and track performance and goal attainment.
- Analyzes and identifies quality trends at the agent and
specialty levels to drive continuous improvement by identifying
root causes and developing/implementing recommendations with
cross-functional work teams to improve performance.
- Other duties as assigned.EDUCATION:Bachelor's Degree in
business or related field required. Master's degree
preferred.TRAINING AND EXPERIENCE:
- Minimum of 5-7 years of progressive experience in leading teams
and quality assurance, training, and workforce management functions
in an access center environment required.
- Strong problem-solving skills that enable quick identification
and efficient resolution of issues required.
- Continuous process improvement experience required.
- Experience with root cause analysis and remediation tactics
required.
- Comfortable interpreting data and developing meaningful,
actionable insights required.
- Strong change management skills to facilitate consensus and
adoption of necessary change required.
- Healthcare experience preferred.
- Experience with Back Office/ Contact Center Workforce
Management Tool sets (Calabrio) preferred.PREFERRED COMPETENCIES:
- Excellent communication, facilitation, and presentation
skills.
- Focused on compliance
- Demonstrates continuous growth
- Quality-driven
- Service-oriented
- Excels at time managementPHYSICAL AND SENSORY
REQUIREMENTS:Requires sitting for up to 8 hours per day, 2 hours at
a time. Standing for up to 4 hours per day, 3 hours at a time.
Requires occasional fingering, handling, and twisting and turning
while entering data into the computer. Occasionally requires
lifting, carrying, pushing and pulling objects weighing up to 25
pounds. Occasionally requires reaching above shoulder level. Must
have the ability to hear as it relates to normal conversation,
seeing as it relates to general, peripheral and near vision, visual
monotony.Please complete your application using your full legal
name and current home address. Be sure to include employment
history for the past seven (7) years, including your present
employer. Additionally, you are encouraged to upload a current
resume, including all work history, education, and/or
certifications and licenses, if applicable. It is highly
recommended that you create a profile at the conclusion of
submitting your first application. Thank you for your interest in
St. Luke's!!St. Luke's University Health Network is an Equal
Opportunity Employer.
Keywords: St. Luke's University Health Network, Allentown , Director, Performance and Quality Management - Access Center, Executive , Allentown, Pennsylvania
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