Access Program Manager-24226

Rush University Medical Center is seeking an Access Center Program Manager to oversee the strategic management and operational effectiveness of the Access Center. This role involves managing workforce management, healthcare applications, and data analytics to enhance service delivery and drive innovation.

Responsibilities:

• Directly manages the following programs within the Access Center: workforce management, IVR, data analytics, Salesforce CRM, Online scheduling (Open & Direct), and the Access Center’s digital front door
• Leads operational improvements in visit adherence and online scheduling optimization
• Lead efforts to gather, analyze, and interpret data to drive decision-making, improve service delivery, and measure performance
• Implement data analytics tools to generate actionable insights related to contact center performance, patient satisfaction, workforce utilization (~250+ employees), and operational effectiveness
• Monitor and analyze workforce an key performance metrics (e.g., service level, abandonment rate, call volume, resolution time, wait times) and use insights to drive operational efficiency and staffing levels
• Develop and present dashboards and reports for senior leadership to track KPIs and ensure continuous improvement
• Directly impacts operational results across the Rush system through leading and delegating deep dive analyses of access initiatives to increase patient visits
• Acts as a thought leader in the development and implement programs, services and events designed to address the changing needs of the community and stakeholders
• Oversee the integration and utilization of healthcare applications within the Access Center to ensure smooth operations and superior service delivery
• Works collaboratively with Medical Group leadership, physicians, and operational leaders to support standardization of data reporting for the purpose of operational efficiency, improved access and favorable business outcomes
• Develops and implements a partnership and engagement strategy which is aligned with the mission, vision goals and strategies
• Coordinate with other departments to ensure the Access Center’s programs and initiatives are fully integrated across the organization
• Coaches other leaders across the Rush system on how to interpret, understand, and impact access metrics
• Identifies and build relationships with leaders and key based organizations for potential partnerships, including residents, nonprofit agencies, neighborhood organizations, educational institutions, and government
• Provides strategic guidance and input to leadership regarding the development and implementation of programs and initiatives, to ensure the perspectives and impact on our key partners are understood and addressed
• Drive and manage Access digital transformation initiatives aimed at automating and streamlining processes, enhancing patient and provider engagement, and improving overall service delivery
• Collaborate with D&IS, marketing, and other departments to implement digital solutions, such as chatbots, mobile applications, and self-service portals, to improve customer experiences
• Establishes consistent, objective program performance standards of accountability, including program evaluation
• Develops and implements a system to manage and evaluate the skill, experience and professional development needs of all staff
• Instills a sense of accountability among team members by modeling tight oversight of individual and organization performance standards
• Works with staff to develop objective performance measurements across all programs to ensure consistent, high-quality evaluation, and goal setting for all employees
• Perform other related duties as assigned

Requirements:

• Master's degree in community health, public policy, community organizing and advocacy, social work, non-profit management or related area
• 5 years of program management experience
• Supervisory or management experience
• Understands and/or has had an opportunity to work on equity issues in healthcare, social services, law, policy or other related areas
• Proven experience in workforce management, healthcare application implementation, and digital transformation initiatives
• Demonstrated success developing and evaluating program models and selecting and successfully operationalizing innovative programs
• Proficient in using technology as a management-reporting tool and experience working with information technology staff to develop and implement program evaluation systems
• Strong project management skills managing complex, multi-faceted projects resulting in measurable successes and program growth
• Strong planning and implementation skills, including problem solving and troubleshooting skills
• Ability to work both independently and as part of multi-functional, multi-organizational teams
• Experience having worked with a high-performing, collaborative, constructive peer group
• Demonstrated results in managing through complex systems and proven experience negotiating win-win agreements
• Experience working with multiple stakeholders who may have conflicting priorities
• Experience working with diverse teams
• Excellent verbal and written communication skills with exceptional attention to details
• Epic Cadence Certification