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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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