Associate Director, Call Center and Referrals

Job description

Family Health Centers of San Diego is looking for an Associate Director of Call Center and Referrals. The Associate Director provides operational management and strategic planning for the Call Center and Referrals operational units. Work collaboratively with patients, providers, clinic operations, managed care plans, and external partners.

Responsibilities:

• Build positive relationships, inspire others to perform at a higher level, prepare career development plans and retain an accountable and high performing workforce.
• Supervise, coach and counsel staff, and administer appropriate disciplinary action in a timely manner that include corrective discipline (including termination) as needed.
• Ensure staffing levels are optimal, and all operations align with regulatory compliance.
• Provide and ensure staff receive all new hire and annual trainings on time.
• Provide operational management of centralized patient appointment scheduling, call center functions, and the processing of specialty referrals to align with the principles of Joint Commission's Primary Care Medical Home (PCMH), National Committee for Quality Assurance (NCQA), and Patient Center Medical Home (PCMH}.
• Define and implement operational, productivity, quality, and customer-service standards to ensure a positive patient experience and optimal operational results to align with regulatory and contractual standards.
• Assist senior leadership with developing long term department strategy and road map to align with changes from managed care plans.
• Work closely with interdisciplinary management and senior leadership to achieve outcomes based on department and organization goals.
• Introduce innovation via automation, IT system refinements to reduce manual work.
• Manage departmental workflow procedures and service levels.
• Conduct ongoing analyses and assessments of operational performance for continuous process improvements, improved efficiency, and improved customer satisfaction using Lean (i.e., 5S, A3) and PDCA methodology.
• Structure work queues and functions with dedicated resources for economies of scale to ensure tasks are processed and completed in an efficient and timely manner, maintaining defined service levels with varying demand.
• Develop dashboards in support of Operations' data needs in collaboration with Business Intelligence and IT to automate the generation of reports for the staff and organization leadership to monitor progress towards the defined service level and productivity goals to include summary and trend reporting.
• Provide timely information to patients and providers on the referral statuses via EHR Portal, written communication and other feasible communication channels that provide timely status information and reduces patient and provider inquiries and calls.
• Ensure compliance with all regulatory requirements: Grants, HEDIS, Meaningful Use, Joint Commission, State Licensing, NCQA-PCMH, and other entities governing care delivery and quality.
• Perform other duties as assigned.

Requirements:

• Bachelor Degree in Healthcare Administration or Business Administration or relevant field required.
• Or equivalent combination of education and experience that provides the skills, knowledge and ability to perform the essential job duties, and which meets any required state or federal certification requirements.
• Meets driving requirements.

Rewards:

• Job type: Regular Full Time
• Competitive Salary with Excellent Benefits
• Retirement Plan with Employer Match
• Paid Time Off, Extended Sick Leave and Paid Holidays
• Medical/Dental/Vision/FSA/Life Insurance
• Employee Discounts and Wellness Programs
• Sponsoring Employer with an Equity Investment Company that can assist you with your down payment for purchasing a home

FHCSD was founded by community activists working towards a common goal: caring, affordable, high-quality medical care for all. We are proud to continue this mission today as we provide accessible services to over 210,000 patients across San Diego County. The successful candidate will have a demonstrated commitment to community medicine and providing culturally competent care to the medically underserved.