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Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Penn Primary Care (PPC) and Penn Specialty Practices (PSP)

Department: Administration and Operations

Hours: Per Departmental Needs

Job Summary:

The Ambulatory Access Optimization Director is a key leader who is responsible for alignment, execution and transparency for all activity as it relates to access for PPC/PSP. In collaboration with PPC/PSP senior leadership, VP and AVP of Pt. Access, Physician Leadership and DOOs the Ambulatory Access Optimization Director will develop and partner to implement strategic and tactical initiatives to evolve access across PPC/PSP ambulatory care sites to improve the stakeholder and patient experience. This role supports the strategic, financial and clinical priorities by recommending systems, process and people-oriented methods to improve access by focusing on optimizing strategies across PPC/PSP ambulatory clinics, including: telephony, technology/EPIC advancement, template management, capacity & referral management to achieve strategic goals and provide an effortless and seamless experience to our patients and referring providers. This position will lead access-focused initiatives that create and support exceptional patient access and service, provider and staff satisfaction, growth and volume management, technology advancement, and strong financial performance with superior efficiency and productivity.

Accountabilities:

Capacity / Referral Management

• Develop and recommend guiding principles, tactics and procedures that achieve maximum capacity to support optimal access to care for patients and referral sources

• Recommends continuous improvement to drive capacity related issues

• Focus on growing new patient volumes for PPC/PSP services and programs

Offers guidance on best practices and opportunities to build provider templates according to guidelines

• Coordinates template reviews with each regional DOO, PPC Regional Medical Directors, and PSP Specialty Lead to ensure templates match demand, minimize barriers and promote access

Promotes accountability across regions and specialty programs to proactively identify capacity issues and work with to develop action plans

• Partners with DOOs to ensure optimal scheduling templates

• Partners with Contact Center leadership to optimize scheduling requests and referral management performance to ensure access goals and scheduling calls are in alignment

Develops ongoing audit of templates and scheduling practices to ensure consistency with PPC/PSP scheduling and referral policies

• In partnership with operational leadership, oversees all regional scheduling functions in a manner that delivers high quality scheduling and registration outcomes and an exceptional patient experience. Develops and manages within a framework of identified service standards, ensuring consistently high performance. Manages practice access data and dashboards

Telephony/Technology:

• Champion access initiatives in partnership with Access Governance Committee to meet provider and patient care needs such as: Avaya, MPM, remote agents Kyruus functionality and omnichannel communications

• Primarily responsible for all optimization of integrated scheduling platforms (ex: Epic direct scheduling, Doc ASAP,

Zocdoc, etc.)

• Stays up to date on industry trends, emerging solutions to drive continuous improvement

• Ensures existing and new practices are aligned with automated appointment reminders

• Collaborates with IT & Telecommunications in the design, adoption, and optimization of access related tools and technology

• Evaluate the use of systems and technology that drive access and oversee replacement and implementation of technology as needed

Access Operations:

• Foster continuous methods to develop innovative approaches to add valued convenience to the patient experience from moment of initial contact

• Partner with DOOs to champion PPC/PSP call alignment establishing goals and objectives on the departmental scale that are aligned with Penn Medicine strategic plans

• Partners with enterprise shared service team to ensure all PPC/PSP workforce management and training / QA needs are met

• Drive a patient centric focus to allow patient scheduling based on patient preference of: location, availability and/or provider

• Support DOOs and make recommendations to manage call performance, phone metrics and staffing levels to meet patient needs

• Oversees tracking/reporting on all phone & access related metrics

• Review and report out to PPC/PSP leadership & DOOs access performance metrics and related access projects

• Advises for successful best practices in access across PPC/PSP sites and drives alignment between operational and technical efficiency

• Provide leadership and direction including communication and collaboration with PPC/PSP senior leaders and Regional DOOs to deliver goals of ambulatory access

• For areas with constrained or limited access, either episodic or long standing, partner with Regional Medical Directors, Specialty Leads and DOOs to identify strategies for short and long term to meet patient needs

• Leads PPC/PSP Access Governance

• Manages Decision Tree projects across PPC/PSP

• Ensures, where applicable, that providers with access are enrolled on DOCASAP. Manages DOCASAP relationship for PPC/PSP and shares data leadership

• Ensures that all websites are up to date and provider profiles correct, hours of operation listed are appropriate as well as services provided

General:

• Provides process improvement assistance when needed and evaluates and develops work flows where applicable.

• Provides administrative direction and coordination in the formulation, interpretation and administration of current and long-range policies, procedures and programs

• For areas with constrained or limited access, either episodic or long standing, partner with Regional Medical Directors and DOOs to identify strategies for short and long term to meet patient needs

• Assures compliance with regulatory, insurance and ethical standards regarding Patient Health Information (PHI), HIPPA, employees and property.

• Identifies contingency plans for potential risks and disaster recovery

• Identifies long range productivity improvement goals and opportunities within PAS and the broader access to care continuum.

• Maintains in-depth knowledge of the patient access industry.

Education/Experience:

Required Bachelor’s Degree in Business or Healthcare Administration and 10+ demonstrated success/results in healthcare related access fields. Contact/Call Center Management.

• Will have served in a complex and matrix environment such as an academic medical center or large integrated health system. The system should have a strong physician component such as large multi-specialty medical group. Other experiences such as with physician practice management companies, managed care organizations or other closely related alternate sitetype

venues would be desirable.

• Proven change agent who understands systems engineering and the use of data analytics to drive operational, quality, and financial levers to positively affect results. Experienced in leading and implementing innovative quality, safety, and performance improvement initiates to achieve superior clinical quality and favorable financial outcomes with high satisfaction levels for patients and staff.

• Demonstrated success in working collaboratively with physicians and other senior executives, both inside and outside an organization.

• Leadership that has exhibited a proactive, results-oriented stand towards achieving outcomes in complicated, changing, multifaceted environments.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 287302