Director Contact Center-Patient Scheduling

Texas Health Resources seeks to hire a Director Contact Center-Patient Scheduling.Salary range is Min. $92,060/year to Max. $146,744/year – based on relevant experienceLocation: Arlington, TXJob DescriptionOversees and directs the Contact Center operations of patient scheduling functions, working across the enterprise in the hospitals and other care sites to ensure timely and appropriate access to clinical services by all patients seeking care within the THR system of wholly-owned hospitals.Oversees all Contact Center procedures and workflows in assigned areas to ensure compliance with regulatory agencies governing healthcare delivery and the rules of accrediting bodies by continually monitoring operations, services, and programs and physical properties, and initiating changes where required.Oversees, grows, and maintains the infrastructure of the Contact Center Patient Scheduling Services across the system to encompass all aspects of patient scheduling procedures in coordination with hospital and practice leadership, this to include scheduling, patient instructions, appointment reminders and call backs as well as call outs for missed appointments and revenue generation for annual/regular appointment to be made.Oversees optimal Scheduling Call Center infrastructure regarding inbound calls organized by physician lines, vs patients and modalities. Maintains best practice Call Center statistics regarding abandonment rates, call to answer, minutes of call, and other widely accepted key performance indicators.Performs data analysis and measurement tracking necessary to make recommendations to corporate and entity leadership regarding system-wide strategic planning and transformational changes for the patient experience at all facilities.Responsible for the development and implementation of guidelines/protocols for scheduling of clinical services in all patient settings in collaboration with practice leadership, physician leadership, finance leadership, and operational leadership.Coordinates with leadership of the Hospital Billing Operation and Physician Billing Operation to ensure enterprise access policies and procedures are implemented and adhered to support all billing and accounts receivable management activities and to meet all regulatory requirements.Coordinates with the systems managed care operation to implement appropriate controls in the organization’s access functions to ensure compliance with all hospital and physician managed care contracting guidelines.Creates and implements an ongoing strategic plan identifying opportunities for improvement in processes, data sharing, automation, education, and training to continually increase patient satisfaction scores and reduce insurance rejections related to patient data and insurance information.Serves as a liaison to Information Services for items related to patient demographics and insurance such as duplicate MRNs, Enterprise Master Patient Index (EMPI), interfaces between financial and clinical systems and overall data collection needsPrepares, coordinates, and manages annual fiscal operating budget for the department. Responsible for recruiting, hiring, motivating, and evaluating patient scheduling staffQualificationsThe ideal candidate will possess the following qualificationsEducationBachelor's Degree Business Administration or relevant field requiredExperience5 years revenue cycle experience and/or patient scheduling experience to include 3 years of progressive leadership experience of the same is required.5 years’ experience in a large Contact Center to include 3 years of leadership is preferred. Highly prefer 5 years patient scheduling experience Travel RequirementsLocal 5% may require entity meeting occasional travelAt Texas Health Resources, our mission is “to improve the health of the people in the communities we serve”.We are one of the largest faith-based, nonprofit health systems in the United States with a team of more than 23,000 employees of wholly owned/operated facilities plus 2,200 employees of consolidated joint ventures in the greater Dallas Fort Worth area. Our career growth and professional development opportunities are top-notch and our benefits are equally outstanding.Check out just a few of our recent accomplishments: 2017 FORTUNE Magazine’s “100 Best Companies to Work For®” (3rd year in a row) Largest Blue Zones® Project Approved™ Worksite in the world (2016) Named #1 in the “20 Best Workplaces in Health Care” by Great Place to Work® for 2015, 2016 and 2017 2015 and 2016 Platinum-level recognition from the American Heart Association (AHA) for being a “Fit-Friendly Worksite” 2016 and 2017 Becker's Healthcare "150 Great Places to Work in Healthcare"Join our award-winning Texas Health family and become a part of a team that is improving the health of our communities daily. You belong here.Employment opportunities are only reflective of wholly owned Texas Health Resources entities.We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.