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Associate Director, Contact Center - Ambulatory Care Transformation

Company: Massachusetts General Physicians' Organization
Location: Somerville
Posted on: March 20, 2023

Job Description:

Job Description - Associate Director, Contact Center - Ambulatory Care Transformation (3235748) Associate Director, Contact Center - Ambulatory Care Transformation - ( 3235748 ) About Us As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham -supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research. We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step. Our employees use the Mass General Brigham -values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration. The Vision The Mass General Brigham system is embarking on an Ambulatory Care Transformation journey. -The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The Opportunity Under the direction of the Senior Director of Ambulatory Access, the Associate Director of the Ambulatory Contact Center is responsible for the day-to-day operations of the Access & Scheduling Center (2 direct reports and -100+ indirect reports). The Associate Director will provide leadership and direction to maintain a high-functioning multispecialty scheduling and registration call center operation. This includes identifying best practice protocols, technology, and space development, as well as rolling out the centralized front-end access model throughout our ambulatory practices (primary care, internal medicine, and specialty services). This includes, but is not limited to, CRM strategy and design in conjunction with all Digital Front Door Campaigns & Initiatives. The Associate Director will serve as a primary contact to all MGB ambulatory practices and other departments seeking to improve front-end phone and scheduling management, as well as a subject matter expert regarding centralized patient access models and contact center development/best practices. Anticipated projects include outpatient call intake, scheduling, and referral/order management initiatives designed to meet patient/customer service, cost/revenue performance, staffing efficiencies/productivity, and regulatory compliance goals. Drawing on a broad understanding of Access Center operations and finance, and displaying a high degree of initiative and independent judgment, the incumbent will collaborate closely with departmental, organizational, system finance, operational, and clinical leadership to continually assess and solve a wide range of issues relating to Access Center budgeting, financial auditing, revenue integrity, vendor contracting, analytics, and oversite of the Contact Center Budget/Growth modeling. - Location Our team is based out of our Mass General Brigham headquarters located in Assembly Row (Somerville, MA). -Our 160-person office suite serves as the onboarding/training hub for the Schedulers, Referral Coordinators, Registration Specialists, and Clinical Advice/Triage Nurses that join our team as part of our Ambulatory Care Transformation Initiative. The Director will be expectedto have an onsite presence, but we can be flexible on what the hybrid format looks like, depending on the needs/preferences of the chosen candidate. - Qualifications

  • Bachelor's Degree in health care management or related field required. Master's degree in healthcare operations or management strongly preferred.
  • 10+ years of management experience required. Experience in a high volume call center preferred. Additional experience in a practice operations or management position in a large academic medical setting strongly preferred
  • Experience required with computer software including Epic Cadence and ADT, MS Office Suite, and contact center telephony systems. To be effective, the ACC Director must have expertise in all aspects of front-end ambulatory practice operations, including a deep understanding of Epic registration and insurance eligibility, Cadence scheduling, and referral management workflows, as well as a strong foundation in revenue cycle concepts and physician practice management and operations. -Additionally, the Director should possess a thorough knowledge of the regulatory environment as it relates to health care reimbursement and compliance, and contract management. Requires discretion and judgment to organize priorities, complete tasks and handle confidential information. Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Primary Location MA-Somerville-MGB Assembly Row Work Locations MGB Assembly Row Job Organization Mass General Brigham(PHS) Schedule Full-time Standard Hours 40 Shift Day Job Employee Status Regular Recruiting Department MGPO/MGH Ambulatory Management

Keywords: Massachusetts General Physicians' Organization, Somerville , Associate Director, Contact Center - Ambulatory Care Transformation, Executive , Somerville, Massachusetts

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