Job Summary

Responsible for leading and inspiring the access and intake strategy with administrative and operations accountability across the enterprise.  Supports the strategic, financial, and clinical priorities of CHOP by providing systems, process, and people oriented methods to improve access.  Delivers results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.  This position leads the effort at CHOP to reengineer ease of access through workflow standardization and process improvement efforts, resulting in a hardwired, sustainable, and standard enterprise patient access experience.  Accountable for the results and performance of the strategy, and promotes teamwork to achieve organizational goals and objectives for access and intake.  Works to influence change among a multidisciplinary group involved in patient flow management and continuous system enhancements to improve the patient, family and customer experience.  Collaborates and builds strong business relationships with the divisions and leaders.  Actively initiates change, and is a proactive and strategic thinker supporting CHOP values and service standards.

Job Responsibilities

• Establishes policies and procedures to ensure a seamless, exceptional patient experience across the organization and across a broad range of customer touch points, processes, applications, and channels, including telephone, email, web chat, text, and fax.
• Implements strategic, financial and clinical priorities by deploying systems, process, and people oriented methods to improve access to care, including but not limited to appointment scheduling, registration, referral management, outreach, and customer service delivery.
• Develops and expands services that support ease of access across CHOP.
• Provides visible and proactive leadership to patients, families, physician, internal partners, and leaders.  Champions efforts to improve processes that achieve the highest possible levels of customer experience, access and satisfaction.
• Establishes organization’s structure and determines short and long term personnel and resource requirement necessary to achieve objectives.
• Establishes performance metrics and monitors effectiveness of overall operation.  Leads the development and implementation of solutions to increase operational efficiency.
• Ensures the recruitment, selection and retention of well-trained staff to meet the requirements and goals of access and intake.  Ensures the implementation of a performance management process for staff thereby ensuring appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes.
• Champions employee engagement.
• Demonstrates leadership and influence through rounding, mentoring, coaching, and supporting team members.  Supports and facilitates staff professional development with appropriate training and education in accordance with organizational standards and defined service outcomes.
• Manages and upholds access and intake performance metrics and holds the organization accountable for attainment of goals.
• Initiates new or improved contact center technology.
• Ensures own compliance with all CHOP policies and procedures.
• Performs other duties as assigned/required.

Required Licenses, Certifications, Registrations

Required Education and Experience

Required Education: Bachelors

Required Experience: Ten years of customer service experience in a contact center environment and five years managing a 150+ seat contact center at the Director level or higher, preferably in a healthcare environment.

Preferred Education, Experience & Cert/Lic

Preferred Education: Masters

Additional Technical Requirements

• Leads by example and maintains/establishes a culture of customer centric behavior and innovation critical to success in this role
• Data driven decision making while relying on strong interpersonal skills to drive change
• Fosters a culture of inclusion that encourages employee contribution, respect, and support of all types of individuals
• Possesses strong customer service skills and demonstrates compassion and empathy
• Proven success in developing strategic plans and attaining goals in a fast-paced, dynamic environment

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.