Employee Type:

　　Regular

　　Work Shift:

　　Day - 8 hour shift (United States of America)

　　Join Team Tidelands and help people live better lives through better health!

　　Position Summary : The Patient Connections Manager will work with the Primary Care SBU Dyad leadership to assist with strategic planning, implementation and oversite of patient engagement, access, scheduling, first call resolution and customer service. This position will provide direct management and oversite to the Primary Care Patient Connections Team (Centralized Scheduling) and the Primary Care Clinical Navigation Team (Referral Coordination, Imaging Scheduling, Non-Scheduling Call Resolution.) The manager will have the responsibility of providing frictionless access and efficient patient communication, consistent with the standardized brand image, across all primary care sites throughout the region.

　　In this position, the Manager will:

　　• Oversee the scheduling call center activities to facility patient access and ensure the record creations, financial related aspects, customer service standards and other initiatives of the Primary Care SBU are met.

　　• Creates and develops integrated workflows for all patients from scheduling through registration.

　　• Coordinates with the Primary Care SBU clinical leadership to oversee the clinical navigation team to effectively provide first call resolution to patients that require clinical consult, decision making and response from the Primary Care SBU team.

　　• Maximizes the use of customer service tools and programs for enhanced patient experience.

　　• Implement a data driven program by collecting, tracking, and analyzing call data and service excellence trends for optimizing service outcomes.

　　• Ensures that the staff members adhere to all organizational standards, are productive, and produce high-quality outcomes.

　　• Ensures clinical team members work within their scope of practice to provide quality clinical patient support.

　　• Ensure staffing levels are appropriate, complete performance management, corrective action management, communicate and work with the human resource department in position posting process management and review of potential applicants for employment.

　　• Works closely with Primary Care SBU Dyad leadership to understand compliance needs, patient concerns and overall monitors the patient access and clinical triage functions.

　　• Works in a complex matrix structure to provide operational leadership support to the primary care clinical navigation teams coordinating referrals, scheduling imaging, and providing resolution of non-scheduling patient calls.

　　• Directly manages 30+ employees across 11 primary care locations throughout the region and also working remotely from off site locations.

　　• Completes other duties as assigned while exhibiting exemplary Tidelands Health core customer service values. - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee partner for this job. Duties, responsibilities, and activities may change at any time with or without notice.

　　QUALIFICATIONS

　　Experience/Knowledge/Skills :

　　Three (3) or more years of significant experience with the following:

　　• Demonstrated ability to create complex workflows to streamline processes, while providing exceptional customer service and delivering high quality care required.

　　• Demonstrated ability to independently think and make judgments in interpreting and adapting guidelines and making decisions on specific problems required.

　　• Demonstrated ability to work collaboratively among internal and external departments, as applicable, to identify and help resolve enterprise-wide challenges.

　　• Demonstrated prior excellence with customer focus and problem-solving skills required.

　　• Excellent interpersonal, communication, presentation, conflict resolution and team facilitation skills required.

　　• Proven self-management skills required.

　　• Extensive project management and process improvement skills required.

　　• Experience with research and analysis of data and quality reports. (Cisco, NRC, Press Ganey or similar software)

　　• Customer service/satisfaction experience leading corporate initiatives in improving customer satisfaction scores.

　　• Experience with creating, interpreting and following detailed policies required.

　　• Demonstrated ability to handle projects and task efficiently (time management) required.

　　• Solid understanding of HIPAA transaction sets and compliance with HIPAA privacy laws.

　　• Exceptional MS Office suite proficiency (Microsoft Access, Excel, Word, PowerPoint, and Visio).

　　Education :

　　• Must meet one of the following:

　　High School Diploma with a minimum of seven (7) years Healthcare/Customer Service experience OR;

　　Associates Degree in Healthcare or Business-related field and a minimum of five (5) years Healthcare/Customer Service OR;

　　Bachelors Degree in Healthcare or Business related field and a minimum of three (3) years Healthcare/Customer Service experience.

　　Other :

　　In addition, all interactions require an exemplary level of communication skills, leadership skills, teamwork skills, problem solving capabilities, project streamlining and planning abilities, and organizational and time management skills. Candidates should fully support Tideland Health’s Mission, Vision and Values.

　　Physical Requirements : Light Physical Agility Test (PAT) Rating

　　While performing the duties of this job, the employee is frequently (activity or condition exists from 1/3 to 2/3 of the time) required to stand, sit, and walk; frequently to use hands, fingers; and frequently to talk or hear. The employee must exert up to 15 pounds of force occasionally (activity or condition exists up to 1/3 of the time), and/or up to 5 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

　　The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

　　Tidelands Health is an equal opportunity employer (EOE). Tidelands Health does not discriminate against employees or applicants for employment on the basis of race, color, creed, religion, age, national origin, disability, marital status, veteran status, gender, genetic information, familial status, or any other legally protected status.