Summary

This position will manage the quality assurance program for the Patient Access Department to include functions listed below. This individual will collaborate with Baylor Medicine department leaderships, stakeholders and Patient Access Directors and IT leadership team.

The scope of this work will have a direct impact on how all calls and scheduled appointments are handled which is over 1 million calls per year. This position will have direct supervision over 3 FTE and oversee the quality program for the entire patient access team which consists of 180+ employees. This position will provide data analytics to ensure the capacity of IT services, patient access staffing, and the telephone infrastructure can deliver the agreed upon Baylor Medicine service level agreement in a cost effective and timely manner. This position will manage the Quality Team to ensure alignment with departmental scheduling needs and organizational objectives. This individual will be responsible for understanding and incorporating a systematic approach for analyzing patient access staff productivity, quality reporting metrics, call center KPI reporting, and troubleshooting of any technological issues and patient access/scheduling workflow issues as well as ongoing process improvement.

Job Duties

• Quality Assurance – requires understanding of platform QA build, various reporting metrics and report creation, data trouble shooting and validation.
• Quality Management – requires understanding of utilization of QA build and reporting.
• Technical analyst – requires understanding of all technical aspects of telecommunications platform from set up, troubleshooting, reporting, updating and termination.
• Assists with developing specific departmental goals, standards, and objectives which directly support the strategic plan and vision of the organization.
• Manages staff relations including performance management, staff satisfaction, and conflict management. 
• Assesses the quality of patient services delivered by the patient access team and clinic live answer team and coordinates with staff, physicians, and other departments. 
• Manages and oversees scheduling workflow creation to ensure processes are aligned with Baylor Medicine patient access standards.
• Determines and justifies needs for systems/equipment/supplies purchases, monitors usage, and oversees proper working order and/or stock supplies.

Minimum Qualifications

• Bachelor’s degree in a related field. Four years of relevant experience may substitute for degree requirement.
• Three years of relevant experience,

Preferred Qualifications

• MBA preferred.
• Epic driven workflow experience.
• Strong excel, reporting, BI reporting experience/knowledge.
• Strong analytical skills.
• Critical thinking skills, decisive judgment and the ability to work with minimal supervision.
• Must be able to work on a fast-paced environment and take appropriate action.