**Overview**
Hello humankindness (https://hellohumankindness.org/)
Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 subspecialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic, research and leadership roles.
DHMG is also heavily involved in preparing tomorrow's healthcare providers. DHMG has 84 medical school students and approximately 200 residents and fellows throughout the 25 academic programs. Clinical services are complemented with translational and bench research to augment medical education for residents and students.
The mission of Dignity Health Medical Group is consistent with Dignity Health's mission and St. Joseph's guiding principles with a focus on innovative clinical care and the pursuit of excellence through scholarly activities. As part of the Dignity Health hospital system, DHMG has full access to the staff and all facilities on our hospital campuses. This unique relationship with our hospital allows Dignity Health Medical Group to provide its patients with state-of-the-art patient services including care of the poor and disenfranchised.
Look for us on Facebook (https://www.facebook.com/StJosephsHospital) and follow us on Twitter (http://twitter.com/stjosephs) .
_For the health of our community ... we are proud to announce that we are a tobacco-free campus_
**Responsibilities**
The Director of Patient Care Access Operations is responsible for leading, planning, directing, monitoring and improving the overall performance of Dignity Health Medical Group’s appointment scheduling, inbound telecommunication and patient access functions. Oversees all inbound contact center operations, improving the patient experience, and maximizing the organization's business objectives. Managing systems, leveraging technology, engaging staff and achieving optimal patient access outcomes.
+ Strategically managing day-to-day operations of the contact center to ensure expected business plan and changes areincorporated into capacity forecasts, ensure appropriate workforce is scheduled and to meet operational capacities forservice levels, productivity, call quality and staff need.
+ Develops and manages contact center capacity plan inclusive of the development of an annual plan required foroperational need. Develops and executes strategic planning for establishing alternative service channels inclusive ofsocial media and online strategies.
+ Strategically identifies and improves process for growth, efficiency and profitability relative to the enterprise need.
+ Develop and implement strategies and processes that improves the patient flow, drives effective relationships involvingcustomer service, traffic and management operations throughout the DHMG.
+ Plan, develop and implement practices in coordination with practice management peers, technical operations that ensureconsistency and accountability relating to standardized patient flow, traffic management and call technical analysis.
+ Attract and retain highly effective management and supervisory staff through mentoring, coaching, development,appraisal and motivation techniques by utilizing DHMG and DH Mission, Vision and Values. Develops a high-performingcontact center leadership team capable of managing high-volume operations relating to dental services. Ensuringsuccession management plans.
+ Assist in the preparation and management of capital budget, operating budget, and expense management for assignedarea. Regularly monitors staff productivity related to business targets and strategies.
+ Regularly monitors performance of the business unit to optimize patient experience and business objectives of DHMG.Uses sound data and data governance to updates, inform and provide education to peers and senior leadershipregarding patient access issues and variation in metrics/process.
+ Collaborates with peers and physician leadership in the design and implementation of patient access services. Usesfeedback proactively to improve process and culture.
+ Takes immediate steps to minimize risk and negative client outcomes providing quality leadership, addressing conflict inhonest and direct manner and when necessary, negotiating effectively across departmental boundaries.
+ Familiarity with medical terms and the ability to converse and collaborate with specialized physicians and clinicians.
**Qualifications**
**Minimum:**
+ Bachelor’s degree or a combination of education and job related experience.
+ 5-10 years of experience in health care leadership.
**Preferred:**
+ Master’s degree in health administration strongly preferred.
+ Practice management and patient access/engagement center experience strongly preferred.
+ Strong acumen in healthcare reimbursement, analytics, and matrix leadership across multiple business units.
+ LEAN, Six Sigma, or other process improvement experience.
+ FACHE, ACMPE licensure.
+ Cisco phone systems, ACD systems, or similar telephony systems.
+ Familiarity with Google Workspace
**Travel:**
+ Ability to travel locally up to 10% and overnight up to 10%.
**We offer great benefits to support you and your family, including:**
+ Medical/Dental/Vision Insurance (no premium option for employee benefits)
+ Flexible spending accounts
+ Matching 403(b) retirement program
+ Fully Funded Pension Plan
+ Paid Time Off (PTO)
+ Tuition Reimbursement
+ Mental Health Benefit
+ Employee Life Insurance
+ Eligible for annual incentive pay based on company performance
+ Relocation assistance if applicable
+ Dignity Health now offers an Education Benefit program for benefit-eligible employees in Arizona. This program provides debt relief and student loan assistance to help you achieve your goals. Full-time employees can receive up to $18,000 over five years, while part-time employees can receive up to $9,000. Advanced Practice Providers and Faculty Physicians can receive up to $90,000 if full-time and hired within a year of completing their residency or fellowship. Part-time providers can receive up to $45,000. Join our team at Dignity Health to take advantage of this amazing opportunity!
\#LI-DH
**Pay Range**
$49.20 - $71.34 /hour
We are an equal opportunity/affirmative action employer.