Radiology Access & Scheduling Manager

• Responsible for the development, implementation, and optimization of scheduling and call center operations for a service line or department
• Leads a team of Patient Scheduling staff to ensure compliance with health system scheduling guidelines
• Develops and maintains scheduling and call center training for specific to the assigned service line or department for scheduling staff
• Acts as a subject matter expert for scheduling protocols and communicates with relevant staff, faculty, market leaders, and/or executives on the strategy and results of scheduling team initiatives
• Continuously evaluates workflows and practices related to scheduling and call center operations for efficiencies and identified areas of optimization
• Acts as a liaison between the various departments and patients and/or family to identify potential problems and confirm resolution to grievances related to access management, scheduling, and/or call center operations
• Oversees escalation pathways and resolution for urgent scheduling needs to include stat orders, work-ins and add-ons, and reschedules based on clinical needs and/or grievances
• Addresses and resolves patient concerns related to scheduling and/or call center operations, including engaging directly with patients, leaders, and relevant stakeholders throughout the health system
• Partners with leadership and IT to manage and optimize all visit types, orders, and their applications
• Partners with leadership and cross-functional IT teams to manage, maintain, and optimize Epic® scheduling templates to include review of block utilization, block build and logic, block releases, decision trees etc.
• Partners with leadership and cross-functional IT teams to develop/modify clinical orders to meet needs, and support advanced scheduling features
• Responsible for service line or department governance structure coordination for review and decision-making on scheduling template changes with engagement from leadership and radiology IT
• Serves as a secondary template reviewer to support leadership and IT in template management via routine monitoring of existing templates and outlining of future needs for optimization
• Partners with leadership and cross-functional IT teams to optimize and automate scheduling practices where appliable with relevant medical record functionality and software platforms
• Tracks and measures all scheduling and call-center related KPIs to include speed-to-answer, next available and 3rd next available appointments, calendar utilization, call abandonment rate, etc.
• Monitors and analyzes all scheduling, call center, and access trends to identify opportunities and lead process improvement activities for increased efficiency and patient and staff experience
• Develops and oversees a quality assurance program to support scheduling and call center staff via monitoring of inbound call volumes, service quality levels, and employee customer service
• Collaborates closely with revenue cycle and pre-certification staff to align pre-certification and scheduling workflows
• Manages technical concerns in collaboration with IT and telecommunications to ensure business continuity and operations
• Collaborates with supervisor and/or lead staff to create staff schedules, ensure staff training, and support employee development
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

• High School Graduate
• Bachelors Degree AND 5 years of healthcare experience with familiarity with EHR scheduling workflows and/or revenue cycle experience that included knowledge of operational scheduling strategies, clinic throughput and performance improvement, 3 years of which include leadership experience
• OR Master's Degree AND 2 years of leadership experience in healthcare operations to include operational scheduling strategies
• Prior experience in Epic® medical record

EPIC Cadence Certified