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HCS BUSINESS & QUALITY IMPROVEMENT LEADER

Job ID: OTH01PMR
Location: Morrisville, NC
Facility/Division: SHARED SERVICES
Status: Full-time
Shift: Day Job

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Joining UNC Health Care system means you’ll become part of an inclusive organization with a mission to improve the health and well-being of the diverse communities we serve.

Job Description

Description

 Job Summary: 

Serves in a cross-functional role to oversee the design, implementation, and monitoring of ambulatory capacity management and access functions. The role collaborates with Patient Access Center leadership, clinical and operational leadership and managers, as well as physicians/providers to identify and proactively mitigate issues which create barriers to ambulatory access and patient flow. Functions as primary liaison with managers, users, and information systems to facilitate resolution of template and telecomm problems.

 

This position is responsible for providing quality and organizational excellence by leading cross-functional quality and process improvement initiatives in relation to the growth and design of centralized Access Centers. Key advisor who leads organization-wide projects that are aligned with organizational vision and goals. Serves as mentor to operational managers and as an organizational consultant to Health Care System executives.

 

Responsibilities:

 

Template Management

  1. Establishes and provides oversight to the application of template standards and guidelines as well as ensure effective maintenance of scheduling guidelines.
  2. Offers guidance on best practices and opportunities to build schedules for optimal capacity according to guidelines and standards.
  3. Ensure that templates are adapted to meet the needs of patients and operations as indicated by access data, patient satisfaction, and operational feedback.
  4. Conducts periodic specialty-wide template reviews with operations managers and leaders to ensure templates match demand, minimize barriers and promote patient access.
  5. Works collaboratively with clinic operations, scheduling services, other call centers, revenue management and IT to ensure effective template design.
  6. Demonstrates broad and comprehensive knowledge of patient access workflow and policies and the ability to incorporate national best practices in complex and/or unprecedented situations across multiple functional areas.
  7. Ensure appropriate testing is completed prior to implementation of new builds.

 Project Management

  1. Advises Access Center leadership to best practices and recommends solutions to drive alignment between technical and operational improvement.
  2. Monitors applicable access center industry trends, novel and emerging solutions to drive continuous improvement opportunities for capacity management.
  3. Leads cross-team collaboration for access change control and change management groups to understand interrelatedness of all activities and stakeholders.
  4. Represents the Care Access and Service Integration department in engaging communications with leaders and staff, as well as with external organizations, to build awareness of opportunities and accomplishments. 

Process and Quality Improvement

  1. Establishes and provides oversight to the application of schedule build optimization and system-wide capacity management standards and guidelines.
  2. Designs and implements processes within the access center to improve daily operations  and meet organizational metrics.
  3. Promotes accountability between clinic operations and scheduling services to proactively identify capacity opportunities and develop effective action plans.
  4. Guides the implementation of template standards for access centers, including best practice review and process improvement methodologies.
  5. Oversees quality assurance, data management, and issue resolution workflows.

 

Qualifications

Education Requirements:
Bachelor’s degree in an appropriate discipline.


Licensure/Certification Requirements:
No licensure or certification required.


Professional Experience Requirements:
Four (4) years of experience in quality team facilitation, project management, process improvement or quality data analysis.

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care. This is not a State employed position.
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The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

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