Head of Operations Management (m/w/d)

GENERAL SUMMARY: Reporting to System Access Center Management or System Referring Physician Office Management, provides leadership and direction to staff within Primary Care, Specialty Services, and Radiology Services ambulatory access structures. Accountable for communicating and monitoring performance standards to meet system, department, and patient expectations. Understands and uses complex, technical reporting tools to measure staff productivity, overall performance, and areas of opportunity. Responsible for all operational and technical supervision of given team and ensures optimal customer service, quality, and efficiency. Areas of accountability include hiring recommendations, onboarding, development of training materials, disciplinary recommendations and problem solving. Accountable for understanding complex decision tree and Epic build relative to scheduling and registration. Must possess a working knowledge of insurances, both contracted, out-of-network and non-contracted. Fluent in telephony platforms such as Genesys, including ability to run daily, weekly, and monthly reports. Ability to utilize and update technical platforms such as Workforce Management and CRM (Customer Relationship Management). Develops positive relationships with department, service line or system leadership to include Patient Access Liaisons, Nurse Managers and Group Practice Directors. Assists management with the implementation of organizational initiatives. Demonstrates a high level of competency and actively participates in continued Quality, Service Excellence and the overarching strategies of Henry Ford Health System and Network.

Education / Experience Required

Associate degree in related field or 60 college credits.

Bachelors degree preferred.

Two (2) years of previous appointment scheduling experience.

Experience in Electronic Medical Record system such as Epic.

Proficient in Microsoft Office Applications and Intranet Web based programs.

Proficient in complex telephony systems such as Genesys.

Ability to run complex reports in Genesys and CRM (salesforce).

Comprehensive knowledge of clinical processes and behaviors.

Demonstrates ability to work with detailed information.

Familiar with medical terminology, preferred.

Additional Information

Organization: Corporate Services

Department: Ambulatory Contact Center

Shift: Day Job

Union Code: Not Applicable

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