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Emory Healthcare/Emory University Corp Dir, EHC Pat Access Sched in Decatur, Georgia



  • In partnership with the VP and other Patient Access Corporate Directors and collaboration with leaders across Emory Healthcare, develop and execute on a comprehensive Access performance management strategy with focus on onsite scheduling and registration strategy and optimization (clinical and administrative)

  • Lead their team in both the strategic & prioritization and program development, management & implementation of standards, projects, and initiatives core to Access performance management goals

  • Build and deliver operational and strategic synergy across the portfolio of Access Onsite Schedistration services across all locations, OUs, modalities, and specialties at Emory Healthcare Leadership of over 500 FTEs across 220+ front desks and front doors that provide support for enterprise

  • Access Physician Group Practice and Hospitals Schedistration including office scheduling, imaging, procedural and surgical areas, Winship cancer and infusion, transplant, and hospital-based scheduling.

  • Drives teams to achieve Key Performance Indicators and maximizes team members to achieve the ideal patient and family experience Handle issues that are significant, complex, multidisciplinary, sensitive, political, and confidential

  • Represent the Vice President's interests in interactions with other enterprise departments, external institutions and agencies, and affiliated professional groups

  • Perform with a high level of independence and good judgment, under the general guidance from the Vice President

  • Act as a key collaborator and thought leader in Access vision and goal development across Emory Healthcare Partner with clinical and administrative leadership to lead, communicate and execute ambulatory performance management vision and goals

  • Promote a culture of excellence and accountability and best practices across the organization, fostering the highest clinical quality, patient access, patient experience, productivity, employee satisfaction, and financial performance

  • Represent Access in enterprise-wide forums, represent the Vice President at meetings and on committees as appropriate or as requested

  • Foster a central identity for EHC Patient Access and fosters DEI initiatives and action plans across the teams they lead Lead interdisciplinary initiatives with leadership (Hospital/ Administrators, Department Administrators, Service Line Directors, Practice Administrators/Managers, and Physician leadership) to develop, implement and sustain

  • Access standards/best practices, metrics, and performance measures.


  • Onsite Schedistration across all EHC locations Partners with hospital and PGP leaders across Emory Healthcare and oversees strategic and tactical plans in support of Emory Healthcare¿s (EHC¿s) mission and vision, focused on ensuring patient-centered care across all patient access processes

  • Maintains frequent communication between Patient Access management and hospital and clinic leadership.

  • Reviews and responds to physician and patient feedback related to onsite schedistration.

  • Resolves concerns with various internal and external groups, as necessary.

  • Responsible for oversight of on-site scheduling/referral teams and integration with onsite operational teams Identifies opportunities and collaborates frequently with senior leaders across EHC, regarding patient access issues, delays or bottlenecks, and other opportunities to improve Patient Access performance.

  • Collaborates with Patient Access management team to design, develop and implement the Patient Access operating model.

  • Develops and implements short and long-term operational strategies that support new products, efficiency initiatives, service opportunities and technological advancements

  • Drives cross functional collaboration with IT, Marketing, Support Services, and OUs to bring leading practices to Patient Access.

  • Supports the resolution of escalated risks and issues, as necessary.

  • Serves as the communication champion and enforcer of Patient Access Schedistration best practices and guidelines

  • Establishes and maintains relationships with EHC leadership, operational leaders, physicians, hospital and clinic teams, etc.

  • Responsible for building partnership relationships with EHC employees, the non-employed and employed physicians and their staff, which include developing their knowledge and understanding of leading practices and Patient Access processes.

  • Responsible for reviewing risks and issues, developing mitigation/action plans, and driving change.

  • Responsible for leading through influence and partnership with onsite leadership to ensure that access best practices and standard workflow are upheld at every contact point across EHC.

  • Collaborates with other onsite functions (arrival, clinical teams) to ensure an ideal and coordinated patient and family experience for every patient, every time.

  • Drives cross functional collaboration with marketing and digital teams to elevate market position and enhance consumer connection points.

  • Cognizant of the compliance, legal and regulatory implications (e.g., fraud and abuse, Stark Law) when making operational and strategic growth decisions.

  • Accountable to drive buy-in of Patient Access and facilitate necessary change management techniques.

  • Skills/Abilities/Competencies Required:

  • Skilled at management, including strategy development, prioritization, action planning, execution, and development of monitoring tools to ensure that best practices are incorporated into daily standard work across all EHC scheduling locations.

  • Demonstrated experience in onsite scheduling operations management, strategy development, communications strategy, business, and financial planning, and budgeting.

  • Broad and detailed knowledge of onsite scheduling practices across both hospital and PGP service lines, or ability to quickly gain and apply this knowledge.

  • Mastery knowledge of organizational theory, systems approaches to problem-solving, and interrelationships of clinical, teaching, and research activities.

  • Ability to work independently as well as collaboratively at all levels of a complex organization.

  • Excellent ability to work with senior organizational leadership and with staff across complex multi-entity organizations.

  • Strength in management of a team, including the development of team culture, managing through influence and in a matrixed environment, as well as individual professional development.

  • Demonstrated exceptional skills in financial, written, and oral communication.

  • Knowledge and experience in establishing and/or developing productive relationships with physicians, clinical leaders, hospital administrators, other departmental leaders, and other healthcare industry leaders.

  • Ability to generate and encourage creative ideas, innovative thinking, and imaginative solutions to issues or problems.

  • Proven track record of maintaining the highest standards of performance, quality, credibility, and integrity.

  • Ability to manage multiple, competing priorities within the context of a complex and large organization; ability to operate in a matrixed environment.

  • Demonstrated ability to interact with all members of the organization in ways that enhance understanding, respect, collaboration, and problem-solving.

  • Extraordinarily professional discretion in the handling of highly confidential and/or political information and data.MINIMUM QUALIFICATION:

  • Bachelor's Degree in related field, Master's degree preferred.

  • Relevant and exceptional experience considered in lieu of educational requirements.

  • At least 5 years¿ experience in managing both directly and indirectly in a matrixed academic medical center environment.

  • Experience working within an OU / Service line is strongly preferred.

  • Academic Medical Center experience required.

  • Operations management experience required.PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

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Division The Emory Clinic

Campus Location Decatur, GA, 30030

Campus Location US-GA-Decatur

Department TEC Patient Access

Job Type Regular Full-Time

Job Number 76325

Job Category Revenue Cycle & Managed Care

Schedule 8a-5p

Standard Hours 40 Hours

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.