Scheduled Hours

40

Position Summary

A patient or referring physician’s point of access to the department is typically through the scheduling hub or contact center. This position will manage the contact center and the critical functions including patient registration, patient scheduling, ensuring appropriate triage of incoming medical calls, provider schedules and templates, and pre-arrival. Technical training and optimization processes to increase quality and efficiency and strategic planning are critical, as a primary goal is to improve the patient access experience across the department.

Job Description

Contact Center Management:

• Manage contact center staff and operations for department. Maintain and grow services by developing positive customer (patient and referring physician) relationships and high levels of customer satisfaction. Provide management direction and assistance in resolving issues and complaints by team members, physicians, patients and referring physician offices.

• Oversee patient scheduling and registration functions ensuring that patients (excluding those with non-contracted plans) are scheduled at the right time, with the right provider at the right location with the right information.

• Ensure staff has adequate training and resources to properly field patient needs and address insurance issues.

• Ensure that immediate and appropriate action is taken via triage of urgent medical conditions.

Provider Schedule/Template Management:

• Work closely with physicians, the Director of Clinical Operations and Vice Chair Clinical Operations to ensure provider schedules are built appropriately to reflect practice goals and needs.

• Regularly review utilization reports of providers schedules to ensure providers and locations are optimized for patient volume/through-put.

• Strategize with other department leaders to continue to improve patient access to department and providers.

• Manage staff who perform pre-arrival review of scheduled patients, ensuring that insurance is accurate/up to date and necessary referrals are secured.

Strategic and Operational Management:

• Develop and implement performance and quality improvement processes related to patient scheduling, template and access; monitor for effectiveness of these processes.

• Work with department Access Committee to develop and implement new and best practices.

• Interface with Director of Clinical Operations, clinic managers, billing manager, coding manager and nursing staff to assure patient contact services are relevant, effective and efficient.

• Provide reports and analysis on contact center services.

Working Conditions:
Physical Effort:

• Typically sitting at desk or table.

• Repetitive wrist, hand or finger movement.

Equipment:

• Office equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Management (5 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Preferred Qualifications:

• Medical Assistant or nursing experience preferred.
• Strong understanding of WUSM contracted insurance plans.

Preferred Qualifications

Education:

Master's degree

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Communication, Customer Service, Epic Applications, Executive Function, Interpersonal Communication, Interview Techniques, Negotiation, Patient Counseling, People Management, Problem Solving

Grade

C13

Salary Range

$68,100.00 - $105,500.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.