Director Comprehensive Access Ctr Ops

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How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well‑being of every person we serve. We are proud to have become a shining example of what’s possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people’s lives.

The Comprehensive Access Center Operations Director is responsible for the development and operational efficiencies of the department. They will be considered a subject‑matter expert in the areas of enterprise access, quality management, call‑center metrics, and performance improvement. This director supports the ability to implement and operationalize services that will best meet the needs of the organization as well as the community of patients we serve.

The position works closely with hospital leadership, medical imaging facility leaders, Wellstar Medical Group and system leadership to coordinate services both directly to patients and to the operational leaders of the respective areas being managed by the Comprehensive Access Center. The individual in this role brings experience in a complex, multi‑channel communication, integrated patient access centers. This director of operations is a professional who provides leadership and management of the staff under their purview through the effective use of knowledge and skills to promote the creation of a unified department.

Manages centralized scheduling along with other assigned contact center areas. Oversees the daily activities of the staff at the assigned facilities/departments. Responsible for the day‑to‑day operations of the Comprehensive Access Center through the management of departmental Key Performance Indicators. Implements real‑time improvement programs to improve performance as required. Coordinates activities with lead staff and other personnel. Plans, organizes, delegates and manages staff functions relating to the assigned facility(s).

He/She works with the system and facilities to help manage Well Star Health System’s Comprehensive Access Center. This role requires the ability to assist with and facilitate change‑management programs of work/onboarding new programs of work. Participation in optimization efforts as they relate to a patient scheduling and authorization work. The Comprehensive Access Center Operations Manager creates and ensures a desirable, safe work environment that enables the organization to meet or exceed its mission and goals.

He/she models the way to foster communication and collaboration with physicians, staff, patients and other departments. He/she is responsible for performing a wide variety of management tasks requiring independent judgment, ingenuity and initiative. The Director maintains awareness of patient access industry changes as well as changes in the technical and support services required to maintain operational efficiencies. Through innovation and collaboration, this leader will continue Well Star’s efforts to deliver world‑class patient care.

• Oversee the operations and efficiencies of the Well Star Comprehensive Access Center to include strategic initiatives and ongoing operations.
• Coordinate all staffing and technology for the Access Center including ambulatory appointments, physician appointment scheduling; physician consultation and referrals; and scheduling.
• Work with external service providers on services and/or plans for recommended additions to existing services.
• Work with IT to optimize patient throughput, patient access, and reporting.
• Provide guidance on structures that support expansion of services both within Well Star and to other healthcare providers in the community.
• Maintain access/contact center industry knowledge.
• Partner with Well Star marketing on brand communication plans for all services offered.
• Manage access services in a manner that achieves benchmark levels of…