Description
This position is incentive eligible.
Introduction
Do you want to join an organization that invests in you as a Senior Director of Appointment Services? At HCA Healthcare, you come first. HCA Healthcare has committed up to 300 million in programs to support our incredible team members over the course of three years.
Benefits
At HCA Healthcare, we want to ensure your needs are met. We offer eligible colleagues an attractive benefit package that includes medical, wellbeing, dental and vision benefits along with some unique benefits including:
- Medical, Dental, Vision, Life Insurance and Flexible Spending
- Paid Time Off (PTO) and Personal Leave
- 401K (100% annual match - 3% to 9% of pay based on years of service)
- Academic Assistance and Reimbursements for Tuition and Student Loans
- Employee Discounts including Tickets, Retail, Mental Health Apps, Education Apps, Identity Theft Protection etc.
- Home, Auto, and Pet Insurance
- Employee Stock Purchase Program (ESPP)
- Short Term & Long Term Disability coverage
- Adoption Assistance
- Legal Benefits and lots more!
Learn more about Employee Benefits
You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Senior Director of Appointment Services like you to be a part of our team.
Job Summary and Qualifications:
The Senior Appointment Services Director serves as the CRM enterprise contact responsible for managing one of a series of HCA enterprise-wide appointment service programs designed to improve patient experience and care coordination. This role is instrumental in driving growth and strengthening the program for improvement in patient connection with the next level of care post discharge in a number of care settings. Develop and share program information in appropriate medium to Division VPs and Hospital Leadership teams to identify optimization opportunities, best practices and resolution of process problems. Communicate widely regarding approved changes ensuring coordination with NCCM leadership and Quality Organization through appropriate channels. Capable of evaluating impact of process change opportunities and guiding the implementation of the changes through the organization. Appointment services can include ER Follow Up, In Patient Follow Up, Urgent Care Follow Up, Primary Care Follow Up or any other care setting. This leader will also be assigned to critical pilot projects for the Appointment Services efforts that might be applied to new opportunities.
The Senior Director of Appointment Services will be responsible for driving targeted results in appointment rates and process. This will be done through engagement of division and facility personnel to share best practices in the specified area of focus (i.e. Emergency Room Follow-up) and systematically implementing best practices across the HCA Enterprise. The intent of this effort is to create improvements in the “frictionless” movement of patients through the HCA system. Responsible to communicate and build relationships with Division and Facility leaders while collaborating with the Regional Vice-President of CRM to assure effective relationship building with key field leaders. Assures that ideal state processes and capabilities are ready for easy implementation on the part of the field leaders. Works fluently with Division VPs, Hospital leadership teams and key clinical personnel to assure that the connection is made between existing processes and process changes.
What you will do in this role:
Leads enterprise appointment services program and report-out on ROI impact to Division and Specific Facilities:
- Understands Division and Facility Business Plans and uses the Appointment Services efforts to assist the organization in delivering on key Business Plan Metrics.
- Manages overall performance through interaction with Division/Facility VPs, C-suite leaders, departmental directors, and project leads, Participates in working meetings to create effective change management to existing Division and Facility processes.
- Monitors the KPIs to proactively address issues and use scalable standards.
- Coordinates with NCCM to assimilate PCL Feedback, share stakeholder feedback and monitor SLA adherence by NCCM and PCLs. Sets the standard by which the Quality group in NCCM gives feedback to PCLs on call quality.
- Identifies and targets facilities/divisions with lower appointment rates and collaborates with both the RVP of CRM and AVP of Appointment Services on issues and recommended actions.
- Reviews performance data regularly with facility executive sponsors and facility teams. Constantly uses performance metrics to drive process change and to create a burning platform for the implementation of optimization of key Appointment Services Activities.
- Collaborates with the AVP of Appointment Services to improve operations and clinical innovation opportunities that would potentially impact the best practices recommendations.
Drive appointment services program development and growth.
- Lead facility launches and on-boarding activities for new Facilities, Divisions, and key stakeholders
- Facilitate discussions/forums to identify best practices, share knowledge, & operationalize program improvements. Codifies and assures that best practices and learnings are captures and rollout across the enterprise.
- Identify process, procedural, and program issues across facilities and work with physicians, administration, and corporate resources to effectively resolve challenges.
- Create effective appointment services rollout and optimization program to create fast rollout and optimization of Appointment Services efforts.
- Collaborate with Division, Facility and CRM leaders to identify new program opportunities, enhancements, or improvements.
Provide centralized source of communications across the enterprise.
- Single NCCM point of contact for identified areas of Appointment Services and serves as the subject matter expert for assigned Appointment Services initiatives.
- Develop enterprise wide communications for assigned domain. Be a regular source of data and outcome information for all parts of the organization.
- Work to constantly deliver key information to the CRM team for Service Line Monthly Operation Reviews.
What qualifications you will need:
- Bachelor’s degree required
- Master’s degree preferred
- 7 plus of experience with managing transformational products, ideas or initiatives to successful adoption, preferably in healthcare clinical operations or information systems-oriented environments.
- At least 3 years of the experience in a healthcare environment preferred.
Preferred Qualifications
- HCA and HCA-based systems knowledge
- Hospital Operations
- Healthcare operations experience
- CRM contact centers and/or HCA shared services experience
- PMP certifications preferred, but not required.
HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated 3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
