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.

Summary:

The director will lead our enterprise-wide access center capacity management programs, provide oversight, strategy, and direction for designing, implementing, and supporting robust system access solutions (via Epic@UNC and other technical solutions) aimed at enhancing ambulatory capacity management, business development, accessibility, leveraging automation, and
transforming the patient experience.

This leader is responsible for overseeing all day-to-day activities of Care Access and Service Integration (CASI) Capacity Management system programs including template management for primary and specialty care access centers, as well as the clinic onboarding and “go team”.

Responsibilities include vetting, implementing, and integrating template solutions with digital technologies into clinical workflows to improve access, enhance engagement, and create a unified front door for a seamless patient journey. 

Additional duties included program development, project management, budget, analysis, problem resolution, personnel management, and performance improvement.

This position is proficient in template management strategies and serves as a liaison with the Information Services Division (ISD) and clinic operational leaders supporting UNC Health’s access and clinical integration goals.

Responsibilities:

• Capacity Management: Serves as a critical member of the UNC Care Access & Service Integration (CASI) leadership team that forms the system’s access direction, policy, objectives, and goals. Responsible for driving operational success, optimizing performance, and developing ongoing access improvement strategies in response to ever changing market forces. This director is a crucial contributor to strategy, future programs, business development, presenting analysis, recommendations, and new initiatives to UNC Health senior management. Outpatient Access Center - Responsible for expanding, leading, and supervising the Capacity Management arm of the UNC Health Care System’s Outpatient Access Center (OAC), which is dedicated to providing a seamless, frictionless access to care experience for patients, employees and providers. Partners closely with the Director of the Scheduling, Referral, Tech Pod teams, and the Director of Nurse Connect, our 24/7/365 RN nurse triage team. Additionally, the role manages and aligns capacity management work (i.e. provider templates and Epic Decision Trees) to strategic initiatives throughout contracted OAC clinics to achieve organizational targets. 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. 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.
• Template Management: Establishes and provides oversight to the application of template standards and guidelines as well as ensure effective maintenance of scheduling guidelines. Offers guidance on best practices and opportunities to build schedules for optimal capacity according to guidelines and standards. Ensure that templates are adapted to meet the needs of patients and operations as indicated by access data, patient satisfaction, and operational feedback. Has team build out process to periodically conduct specialty-wide template reviews with operations managers and leaders to ensure templates match demand, minimize barriers and promote patient access. Works collaboratively with clinic operations, scheduling services, other call centers, revenue management and IT to ensure effective template design. Demonstrates broad and comprehensive knowledge of patient access workflow and policies and the ability to incorporate national best practices in complex and/or unprecedented situations across multiple functional areas. Ensures team appropriately completes testing prior to implementation of new builds.
• Technology & Analytics: Provide strategic direction, oversee implementation and optimization for the organization’s advanced template and technology access infrastructure, streamlining process, and ensuring alignment with organizational goals and industry best practices. This position requires a unique combination of skill and advanced expertise in templates, access programs, quality measures, analytics and statistical methodologies, and a wide array of quality improvement strategies and methodologies including an in-depth working knowledge of and technical expertise in Epic@UNC (Cadence, Ambulatory, MyChart, Cogito, etc.).
• Leadership:  The Director must, effectively plan, implement, and manage multiple system-level initiatives and is responsible for leadership and supervision of a team dedicated to establishing the strategic template framework necessary to achieve UNC HCS and CASI goals with relation to access solutions, care delivery design, quality, and patient experience. Lead the evaluation and adoption of innovation template technology that enhance healthcare delivery and accessibility. Collaboration with ISD, healthcare providers, administrators, and executives to align template solutions with the organization’s healthcare access goals.  Foster partnerships with external entities, including vendors to stay at the forefront of industry advancements.  Cultivate a culture of innovation by promoting creative thinking, identifying emerging trends, and fostering collaboration among cross functional teams.
• Leading Change:  Leads people toward meeting the organization's vision, mission, and goals. Ensures that departmental goals match those of the organization and that resources are allocated to meet priorities.  Establishes an environment that creates incentives for, and eliminates barriers to, a team environment.  Articulates common goals and communicates how individual roles contribute to team success. Proactively assesses the need for change and obtains resources to implement change initiatives. Communicates effectively and appropriately. Takes action to ensure that teams fully understand their roles, responsibilities and performance standards/expectations and provides ongoing feedback and support. Treats everyone in a manner that demonstrates fairness and consistency.  Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.
• Results:   Exceeds departmental and organizational goals and customer expectations. Participates in decision making that produces high-quality results by applying knowledge, analyzing problems, and calculating risks.  Consistently conveys that customers are the highest priority.  Communicates in a manner that promotes and sustains customer satisfaction and encourages others to do the same.  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 budgetary responsibilities.  Utilization data analytics to inform decision-making processes, identify areas for improvement, and measure the impact of technology and innovation initiatives on healthcare access. Analyzes and resolves complex issues to maximize efficiency. Ensures all proper internal controls are in place to safeguard assets of the system and satisfies internal and external regulatory requirements. Develops and monitors operating and capital budget
• Strategy:   Sets the overall vision, mission, direction, goals, and objectives of the department and aligns prioritizes within the CASI portfolio.  Participates in the strategic planning process, establishes, and achieves long range goals, and ensures the implementation of strategic business plans.  Consulting: Engage key UNCHC, CASI, ISD, and Epic leaders in designing and supporting system-level improvement change & access transformation through Epic@UNC or other technical solutions and various groups/governance channels.

Qualifications

Education Requirements:
● Bachelor's degree in business administration, Public Health, Health Administration, or related field or equivalent.
Licensure/Certification Requirements:
● Cadence certification preferred
Professional Experience Requirements:
● Requires six (6) years of practice access, clinical integration, or related experience, including at least two (2) years in management.
Knowledge/Skills/and Abilities Requirements:
● Knowledge and experience in template build and management in Epic applications, in particular Cadence.
● Experience and proven effectiveness in the application of continuous quality improvement methodology. Experience and proven effectiveness in system-level redesign through subject matter experts/stakeholders/governance channels. Consulting, designing, building, developing enterprise-wide training materials.
● Experience and proven effectiveness in the development, implementation, and application reporting/analytics. Working knowledge of and proficiency with Excel, Epic applications, Analytics, and lean methodologies.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Patient Access Center - CASI

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Assignment Type: Remote

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

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 Heath Care System. This is not a State employed position.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.