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Practice Director

The position is directly responsible for 2 separate call centers with distinct staff; the Patient Access Center (central appointment scheduling) and the Call Connection Center (main switchboard & answering service). The position requires total responsibility for coordinating both departments, including staff productivity, managing clinical operations, maintaining budget, achieving operational and performance targets, ensuring an effective means to provide patient access into the health system and continually strives to achieve and exceed satisfaction expectations with services to our patients, physicians and departmental staff. Establishes and maintains partnerships by regularly collaborating with our clinical partners to achieve aligned goals. Assesses the marketplace for evidence of best practices and identifies areas for improvement. Views the phone systems as an integral part of the entire System's vital operations and works with key stakeholders for feedback and collaboration to achieve common goals. Develops plan to enhance services and quality; monitors quality indicators required to meet/exceed annual thresholds and targets. Serves as the role model and exemplar for staff by demonstrating the critical importance of capturing the user's first impressions of our health system at this vital entry point. Provides coaching, mentoring, recognition and motivation to the staff; promotes the image of LUHS in a professional and positive manner. 1 20% Yes Establish and maintain department standards and policies; work directly with patient access teams, partners and management team to maximize staff productivity, increase access and identify barriers to meeting call target thresholds; identify ways to enhance staff learning and encourage the entire team to use available resources to meet consumer needs. Gives timely and constructive feedback on performance related issues. Recognizes and cites performance excellence. 2 20% Yes Define and continually refine operational standards by using quantitative and qualitative measures of success; Function as the exemplar of customer service standards thru constant monitoring and feedback of compliance to standards. Develops and sustains an environment and culture that supports high performance work teams with a continuous focus on improving patient access. 3 20% Yes Recruit, manage and energize staff; interview, hire and evaluate staff performance continuously; maintain salary budget, administer progressive corrective action as indicated; develop internal supervisors thru appropriate delegation of tasks and limited authority; identify developmental opportunities that foster sucession planning within the department; foster self development and initiative within the supervisor group. Responsible for personal growth and development annually. 4 20% Yes Strive to achieve and maintain collaborative relationships with key stakeholders and the management team targeted at improving access within the health system, understanding the critical role the telephone encounter has with consumer, physician and employee satisfaction; available and accessible to key stakeholders. 5 10% Yes Execute procedures for all hospital-wide disaster and emergency notification plans; Maintain responsibility for internal back up systems related to equipment or network failure; maintain accountability for intrahospital pager and on call lists; serves as a liaison between on-call administrators and official authorities when necessary 6 10% Yes Administer department budget and assure fiscal responsibility; identify capital requirements to maintain operations; monitor and justify variances to the budget; forecast volumes and analyze the effects to impact staffing;use industry standard metrics to monitor individual performance as well as benchmark for overall performance. 00102133
Salary Range: NA
Minimum Qualification
Not Specified years

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