Director, Access Center - Culinary Health - LV Durango Family Medicine Clinic - Full Time 8 Hour Days (Exempt) (Non-Union)

The Director of the Access will provide leadership, expertise and overall operational oversight of access within Keck Medicine of USC, across all Culinary Health Centers. This role will leverage operational excellence and technology to ensure interactions between customers/patients, providers and colleagues within the health care delivery system are seamless, efficient, and focused on creating optimal experiences. The Director is responsible for ensuring consumers contacting the Access Center have timely and convenient access to services scheduled by the Access Center, and will also work closely with the clinical practice of KCMG (Keck Community Medical Group and Culinary Health Center Administration to ensure patient and referring physician accessibility to Keck Medicine, including developing reports for call volumes, wait times and efficiencies. Responsibilities include leading and managing the day to day operations and teams of the Access Center, and partnering closely with operational and technology leadership and teams across the system on the design and execution of the foundational technologies and workflows necessary to support across all Culinary access centers, as well as identification of other solutions to support future innovations. Additional responsibilities include development and oversight of operating and strategic plans (including overall KPIs), and projects/programs to improve operations and customer experience such as optimized scheduling templates and protocols, a robust training and quality program, and partnerships with departments, clinics and leadership to improve communication between and across these areas. This position will report to the Executive Administrator, Culinary Health Operations, and will partner closely with this role and a broader cross functional team to support our access transformation efforts, and other consumer strategies focused on improving access. This position ensures the application of continuous process improvement to enhance performance.

Essential Duties:

• Directs Access Center day to day operations, including but not limited to ensuring optimal staffing, development and ongoing management of leadership and team members, ability to develop and report on accurate performance metrics on a daily/weekly/monthly basis and identify opportunities to improve grounded in data, workforce management planning, and establishing department policies and procedures.
• Responsible for annual budget development and working with leadership team to formulate site specific budget and work with finance to develop budget of overall operational expenses in accordance with policies.
• Oversees department projects/programs to improve operations for the Access Center, including scheduling standardization and optimization scheduling practice efforts in partnership with clinical and operational leaders. Establishes operational strategies by evaluating trends; establishing critical measurements; determining production, productivity, quality, patient-service, safety, security, and health strategies; developing systems concepts, implementation criteria, and integration methods; accumulating resources.
• Participates and plans to support marketing campaigns. Responsible for identifying Access Center deliverables as it relates to patient and referring physician access to the Keck Medicine. Collaborates with marketing to track capture rate. Distributes reports to physicians, clinical directors, and leadership monthly basis or as needed.
• Leads assessment of technology options, and oversees selection, design and implementation of technology solutions in close partnership with IT leadership and teams. Collaborates with IT leaders to identify and address any gaps for process improvement by utilizing regular audits and seeking input from practice and relevant IT leaders.
• Analyzes current and future trends in call center operations, healthcare and healthcare technology to inform strategies and priorities. Directs and establishes operational strategies by analyzing trends; preparing critical measurements; implementing production, productivity, quality, customer-service, safety, security, and health strategies.
• Responsible for maintaining accurate and up-to-date data reporting, including understanding of trends and identification of improvement opportunities grounded in data.
• Responsible in working in partnership with departments, clinics and leadership to improve communication between and across all areas. Maintains collaborative patient services work environment by fostering a spirit of interdisciplinary cooperation among assigned units, medical staff, and support and ancillary services.
• Sets priorities and functional standards, giving direction to leadership as necessary to ensure the best possible delivery of service and high customer/patient satisfaction. Develops positive relationships with key stakeholders, including clinical and administrative leaders across the system.
• Oversees the development of a robust training program, measurement of its quality, and strives for continuous improvement.
• Analyzes and resolves issues and needs as related to cost, design, and implementation of networks/systems. Oversees negotiation of contracts and coordinates installation and/or modification of systems and equipment.
• Ensures the application of continuous process improvement to enhance performance and support sustainment of Access Center operations.
• Directs assigned units with emphasis on employee engagement, consumer focus, and optimal recruitment/retention strategies. Manages Access Center needs to ensure appropriate staffing levels, productive and engaged employees, staff development and succession planning.
• Participates in multidisciplinary team meetings regarding the planning and implementation of access and consumer facing improvements; facilitates communication and problem solving.
• Performs other duties as assigned.

Required Qualifications:

• Req Bachelor’s Degree

• Req 5-7 years 5 to 7 years of progressive leadership experience in call center or related environment (preferably in health care)
• Req Experience with leading a cross functional team through a transformational effort aimed at improving operations (preferably in a call center environment, and in health care)

• Req Must have ability to develop and implement successful strategic plans and the ability to translate a strategic vision and plans into operations, with demonstrated measurable and meaningful impact.
• Req Demonstrate leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills.
• Req Ability to establish and maintain effective working relationships at all levels, including active communication, problem solving and collaboration with senior leadership

Preferred Qualifications:

Required Licenses/Certifications:

The annual base salary range for this position is $110,240.00 - $181,896.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.