Director Patient Service Center

200 mill road Managerial/Prof Day shift Work for One of the World's Best Hospitals. For Six Consecutive Years, Newsweek named Southcoast Health among the World's Best Hospitals (Charlton Memorial, St. Luke's, and Tobey). In addition, since 2018, Southcoast Health has been voted by readers as South Coast Media Group's Best Place to Work. Why? Because we have some of the most talented people in the world. We are searching for a Director, Patient Service Center. This position provides administrative leadership and direction for the Patient Service Center operations in support of access services for entities including Southcoast Physician Group, Southcoast Hospitals Group, and other associated entities. Design, implement, and evaluate all related programs to ensure exemplary service to patients, referring physicians & other stakeholders through the Service Center. The activities for which this position is responsible will directly impact the public's perception of Southcoast's service delivery quality, impact continuity of patient care, revenue generation and retention, while leveraging investments in technology geared to improve/streamline patient experience. Drive success by using consumer perspectives and defined preferences to align the organization on service requirements. Responsibilities include oversight for operations that include but are not limited to Patient Scheduling, Referral Management, integration with service lines including but not limited to Primary Care, Specialty Practices, Nurse Triage, Urgent Care, Emergency Services, Operators/Answering Services, Surgical Services, Outpatient Ancillary Services (Radiology, Lab, Physical Medicine, etc.), Central Authorization, Access Education, Outreach Registration and Patient Financial Services. Responsible for functional and direct supervision of the Patient Service Center management team, with indirect oversight of all Service Center employees to ensure proper direction, guidance, quality assurance, employee education, and growth in programs while building a culture of service excellence and continuous process improvement. The Director may also provide guidance to ancillary groups across the enterprise to bring together concierge-level service, operational excellence, powerful analytics, and cost management. Establishes and standardizes documents, policies, and procedures. Provides clear channels of communication, delegation, and accountability within the Service Center for effective supervision and problem-solving. Makes day-to-day administrative decisions consistent with the mission and strategy of the heath system. Establishes clear and reasonable productivity standards for operation performance monitoring and evaluation. Advocates for an outstanding patient, and family experience, and implements creative solutions to ensure its delivery. Education and/or Experience Requirements: Bachelor's degree in business administration or a related field is required; a Master's degree is preferred. A minimum of (7-10) years' progressive experience in customer service and call center operations, patient relations, similar areas. Experience supervising large teams (minimum of 100 (100) employees) in a fast-paced environment required. Experience forging alignment across stakeholder groups on complex issues requiring change. Knowledge of current technology and practices related to Consumer Experience, Access and Service Center activities is required. Strong analytic, collaboration, organizational and project management skills are required. Deep understanding of industry-related technology systems including, but not limited to, AI, chat, IVR, and Knowledge Management solutions. Proficient skills with Epic, Avaya Communications/VOIP tools, Workforce Management, Microsoft Office, i.e. Word, Excel, Access, PowerPoint, are required. Experience in establishing, monitoring, and managing operational budgets; with an emphasis on labor productivity and working with key performance indicators, is essential. Must be fully vaccinated against seasonal Influenza and the COVID 19 virus or to be exempt from the requirement for medical or personal reasons by signing a statement certifying you are choosing to be exempt from vaccination once hired. Southcoast Health is a community healthcare system with multiple access points, offering an integrated continuum of health services throughout Southeastern Massachusetts and Rhode Island. By uniting a single purpose and building an integrated system of services and resources, we have become one of the largest and fastest-growing health systems in Massachusetts. Together We Are More. With more than 7,500 employees, Southcoast Health is the largest employer in Southeastern Mass., and the 18th largest employer in the Commonwealth, according to the Boston Business Journal. We strive for a culture of health and well-being that recognizes, respects, and celebrates the rich diversity of one another and the communities we serve. We are committed to providing our employees in Massachusetts and Rhode Island with optimal benefits that promote a healthy work/life balance and add value to our employees' lives. Generous Time Off Package Health, Dental and Vision Insurance Tuition Assistance Short Term and Long-Term Disability Insurance Life & AD&D insurance Flexible Spending Accounts 403B Retirement Plan with match Limeade Wellness Program Employee Assistance Program Employee Discount Program Career Development Opportunities Diversity, Equity and Inclusion Council Are you ready to make a difference in your community? Join us to be More than Medicine. Southcoast Health is an Equal Opportunity Employer