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

  Additional Details

  This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.