Head of Care Operations

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

Job Summary

Works under limited supervision to provide complex operational support and supervision for Centralized Patient Access Services (CPAS). This position supervises front line team members responsible for responding to inbound and outbound patient telephone communications, patient referral scheduling activities, and other patient coordination efforts, to ensure the highest quality level of customer satisfaction and resolution.

Benefits

PPO medical plan, available day one at no cost for full-time employee-only coverage

100% coverage for preventive healthcare-no copay

Paid Time Off, available day one

Retirement Programs through the Teacher Retirement System of Texas (TRS)

Paid Parental Leave Benefit

Wellness programs

Tuition Reimbursement

Public Service Loan Forgiveness (PSLF) Qualified Employer

Learn more about these and other UTSW employee benefits!

Required

EXPERIENCE AND EDUCATION

Education

High School Diploma or equivalent or

2 years of relevant healthcare and/or contact center experience with Bachelor's Degree

Associate or Bachelor's degree in related field

Experience

5 years of relevant healthcare and/or contact center experience with High School Diploma or

2 years of relevant healthcare and/or contact center experience with Bachelor's Degree

Job Duties

Supervisory

Conducts the hiring and onboarding of CPAS Access Services Representatives I & II and ensuring adherence to new hire training standards.

Provides ongoing feedback on individual basis to CPAS Access Services Representatives I & II utilizing productivity/performance metrics and scorecards.

Participates in annual performance evaluations and promotes individual professional growth.

Identifies coaching opportunities. Contributes to employee disciplinary action discussions/documentation and development of performance improvement plans with support of CPAS Manager.

Supportive of team engagement, collaborative meetings, and institutional survey responses.

Supervises team time off requests, timekeeping accuracy, and correlating coverage of responsibilities.

Operations

Coordinates daily work assignments of staff schedules to ensure appropriate staff allocations, including oversight of agent call status in telephonic platforms, referral work queue status, and other team responsibilities.

Oversees the accuracy of work and documentation within the electronic health record, medical records and monitors phone interactions.

Ensures integrity of patient information; maintains patient confidentiality in accordance with university and department policy.

Monitors workflows and ensures adherence to expected metrics, policies, and procedures.

Participates in CPAS performance improvement and special projects. Makes observations and recommendations for improvement.

Attends meetings and training; acts as liaison and participates in committees and work groups to assist with quality and work performance issues.

Customer Service

Provides exemplary customer service; treats patients and coworkers with courtesy and discretion.

Communicates in an effective and professional manner with all parties including internal stakeholders, clinic leadership, and all customers.

Responsible for on-the-job training and mentoring new staff members, as well as providing ongoing support and guidance to the team.

Monitors and evaluates patient interactions to ensure adherence to quality standards, call handling protocols, and compliance requirements.

Performs other duties as assigned.

SECURITY AND EEO STATEMENT

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.

Primary Location Texas-Dallas-5323 Harry Hines Blvd

Work Locations 5323 Harry Hines Blvd

Job Clinical

Organization 701009 - Amb-CTRLZD SVCS PAS

Schedule Full-time

Shift Day Job

Employee Status Regular

Job Type Standard

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