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Director Outpatient Access Center - Nurse Connect

This job posting is no longer active.

Job ID: 19089
Location: Chapel Hill, 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.


The position is responsible for driving operational success, optimizing performance, and developing ongoing health care access improvement strategies in response to ever changing market forces. Primary area of responsibility will be strategy and operational oversight of Nurse Connect arm of the CASI (Care Access & Service Integration) Outpatient Access Center, which includes 24/7/365 high-risk nurse triage, after-hours and daytime clinic triage support, professional relations/patient navigation support, quality assurance, and business development. 

Description of Job Responsibilities: 

1. Outpatient Access Center - Responsible for expanding, leading and supervising the Nurse Connect arm of the UNC Health Care System’s Outpatient Access Center (OAC), which is dedicated to providing a seamless, frictionless care access and clinical assessment experience for patients, employees and providers. Oversight areas include nursing teams providing daytime and after-hours triage support for primary and specialty clinics, holiday and weekend triage coverage, system triage needs (i.e. ED handoffs, hospital transitions, helpline support, etc.). Intradepartmental collaboration among services within patient navigation, scheduling, and referrals for contracted primary care clinics, Virtual Practice center, Find-A-Doc navigation and scheduling, and supplementary system-wide patient navigation and digital front door services. Creates and maintains a goal-oriented climate of cross-team collaboration for effective problem solving, conflict resolution, support for organizational values and standard work. Responsible for staying up to date on access innovations, and imparting that knowledge and expectation on their teams within the OAC. This position is also responsible for and held accountable to maintaining Standard Operating Procedures, Quality Standards, and Performance Metrics, in addition to meeting the large scale access-related organizational goals that span all UNC Health Entities. This position must communicate and collaborate regularly with operational leaders and teams across the health care system to maintain accountability to and improvement of access to care. Supports projects across the health care system as needed. 

2. Leading People - Leads people toward meeting the organization's vision, mission, and goals. Provides an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Treats sensitive or confidential information appropriately. Works to improve and reinforce performance of others. Delegates assignments, clarifies expectations and holds others accountable for achieving results related to their area of responsibility. Encourages workforce engagement by building a commitment to excellence. Works collaboratively toward solutions that accomplish organizational objectives. Ensures adherence to clinical quality, operational excellence and patient and provider satisfaction standards set forth by UNC Health L 

3. Leading Change - Initiates and manages the change process, taking steps to remove barriers or accelerate its pace. Communicates a compelling vision and need for change that generates excitement, enthusiasm, and commitment to the process. Clearly communicates the direction, required performance, and challenges of change to all involved parties. Identifies and enlists the support of key individuals and groups to move the change forward. Obtains and provides resources to implement change initiatives. Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance. 

4. Results Driven - Exceeds departmental and organizational goals and customer expectations. Makes decisions that produce high-quality results by applying knowledge, analyzing problems, and calculating risks. Delivers high-quality services and is committed to continuous improvement. Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor overall financial status of operations. Directs telehealth operational data management and distribution to relevant parties; collect, monitor an analyze data frequently to analyze trends and success to plan. Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor overall financial status of operations. Makes necessary adjustments to ensure goals are achieved an/or meet budget projections. Recognizes opportunities for increases in productivity, cost savings, and revenue generation. 


Education Requirements: 

Bachelor’s degree in Nursing, Analytics, Business, Hospital Administration, Information Technology, Finance, or related field. 

Licensure/Certification Requirements: 

RN preferred 

Professional Experience Requirements: 

Five (5) years of related experience, with at least two (2) years of management experience in the healthcare industry performing duties related to care access, nurse support, quality assurance and personnel management, reporting, implementations of new workflows (and refining of existing workflows), and ongoing strategic focus. 

Knowledge, Skills, and Abilities Requirements: 

Ability to apply critical decision making, and tailored communications, in a wide variety of complex business scenarios. Strong leadership capability, executing as appropriate in the areas of responsibility. Knowledge of budget planning, financial management and resource management. Excellent oral and written communication skills. 

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Nurse Connect 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: Yes

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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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.

Equal Employment Opportunity

UNC Health is an equal opportunity employer. As such, UNC Health offers equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, genetic information, disability, sexual orientation, gender identity or political affiliation.

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