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Senior Business & Quality Improvement Leader - Care Access & Services Integration

This job posting is no longer active.

Job ID: 8866
Location: Morrisville, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job

Did you know UNC Health has Ranked #2 Most Trusted Healthcare Brand in the U.S.? The UNC Health brand was ranked as the #4 healthcare brand in the United States overall and the #2 most trusted healthcare brand, just after Johns Hopkins and before Mass General. Join our One-Great-Team!

Job Description


Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Position 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 CASI Coaching 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 applications problems.

This position is responsible for providing quality and organizational excellence by leading cross-functional quality and process improvement initiatives across the Health Care System. Key advisor who leads organization-wide projects that are aligned with organizational vision and goals. Strategic partner to departments. Serves as mentor and may supervise Specialists, Analysts and administrative support staff. Serves as organizational consultant to Health Care System executives.


Template Optimization

  • Establishes and provides oversight to the application of enterprise-wide template standards and guidelines as well as ensure effective maintenance of scheduling guidelines.
  • Offers guidance on best practices and opportunities to build schedules for optimal capacity according to guidelines and standards.
  • Ensure that templates are adapted to meet the needs of patients and operations as indicated by access data, patient satisfaction, and operational feedback.
  • Conducts periodic specialty-wide template reviews with operations managers and leaders to ensure templates match demand, minimize barriers and promote patient access.
  • Works collaboratively with clinic operations, scheduling services, call centers, revenue management and ISD to ensure effective template design.
  • 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.

Project Management

  • Advises clinic and entity leadership to best practices and recommends solutions to drive alignment between technical and operational improvement.
  • Monitors applicable industry trends, novel and emerging solutions to drive continuous improvement opportunities for capacity management.
  • Leads cross-team collaboration for access change control and change management groups to understand interrelatedness of all activities and stakeholders.
  • 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

  • Establishes and provides oversight to the application of schedule build optimization and system-wide capacity management standards and guidelines.
  • Promotes accountability between clinic operations and scheduling services to proactively identify capacity opportunities and develop effective action plans.
  • Guides the implementation of template standards for patient access centers, including best practice review and process improvement methodologies. 

Educational Requirements:

  • If a Master's degree: Five (5) years of experience in quality team facilitation, project management, process improvement or quality data analysis.
  • If a Bachelor's degree: Six (6) years of experience in quality team facilitation, project management, process improvement or quality data analysis.
  • Clinical Experience associated with leading quality improvement efforts may be assessed as equivalent to direct quality improvement experience both in determining minimum requirements, as well as level of experience.

Experience Requirements: 

  • Demonstrated people-leadership skills or experience. 
  • Strong computer and / or system knowledge, Epic preferred. 

Business Skill Requirements: 

  • Excellent oral and written communication skills; good analytical, logic, and reasoning skills; good organization and project management skills; customer service skills. 
  • Ability and willingness to adapt to changing priorities.

Preferred Attributes: 

  • Problem-solving skills, excellent computer skills including working knowledge of Microsoft Office Word, Excel and PowerPoint. 
  • Experience with Patient Scheduling, Electronic Health Record, and Billing systems helpful.

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Diversity Statement

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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