Manager, Access Business Operations

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Department

Job Summary

Provides enterprise-wide support for ambulatory patient access initiatives, focusing on maximizing the availability of ambulatory care, reducing patient wait times for care, and ensuring that provider and clinical resources are optimized to meet patient needs. Oversees personnel and financial management specific to assigned operations. Leads a team responsible for designing and implementing access-related programs, including provider and resource template design and scheduling workflows. Builds collaborative relationships with clinic practices, the Appointment Center and IT. Drives the ambulatory access KPIs related to improving appointment volume and lead times, enhancing the patient experience, and maximizing the use of the Epic infrastructure to promote best practice access approaches. Analyzes and evaluates service for quality improvement including productivity, strategy, budget, and development of performance standards.

Essential Functions:

• Access Operations
  * Designs and implements patient access programs
  * Tracks and optimizes key access metrics
  * Articulate and execute initiatives to improve ambulatory access operations, with a focus on template and capacity management
  * Partner with the Appointment Center and operations staff to identify scheduling and template optimization opportunities and drive standards across the supported lines of business
  * Demonstrate creative and innovative thinking and proactive problem-solving skills
  * Continuously evaluate opportunities for improvement in operational workflows across the organization
  * Ensure scheduling templates incorporate best practices for clinic throughput, clinician workflows, and patient access
  * Provide the Epic application architecture design to IT for system build; partner with IT to plan for the implementation of the build; partner with clinic staff to coordinate communication, testing, and validation
  * Facilitate governance committees and reconcile competing priorities for template modifications
  * Sponsor the administrative aspects of enterprise access principles, policies, and standards, ensuring translation of operating principles to workflows and ongoing monitoring
  * Manages and sustains access policies, processes and initiatives to keep programs effective and scalable
  (50%)
• Data, Analytics and Reporting
  * Establish team workflows, quality assurance standards, and performance metrics aligned with organizational objectives
  * Monitor resource and provider templates and report on insights
  * Monitor KPIs and forecast supply and demand, partnering with clinical and administrative leaders to optimize scheduling templates in alignment with clinical effort
  * Develop reports with key trends and data-driven recommendations
  (30%)
• Leadership and Management
  * Lead, mentor, and develop team members to achieve departmental goals and maintain high-quality standards
  * Build highperforming teams
  * Collaborate with team and template builders to translate recommendations into system changes
  * Champions a culture of accountability, continuous improvement, and collaborative problemsolving
  (20%)

Education:

• Bachelor's Degree in Hospital Administration, Business Administration, Public Administration or a related field Required
• Master's Degree Preferred

Work Experience:

• 4-6 years Typically, six years of professional experience in healthcare administration. Related experience in ambulatory administration, project management, operations management, business development, IT system management preferred. Required

Licenses:

• Certification in Epic Cadence or the ability to obtain certification within six months of hire.

Knowledge, Skills and Abilities:

• Ability to train and develop team members
• In-depth understanding of hospital and clinical services
• Knowledge of operational management, project management and improvement practices sufficient to be able to accomplish assigned objectives
• Ability to systematically gather information from a variety of sources, analyze information, identify implications, draw appropriate conclusions, generate viable alternative solutions to a question or problem and evaluate the consequences of choosing each alternative.
• Ability to interpret, adapt, apply and create guidelines and procedures
• Ability to present to large groups and have quality public speaking skills
• Ability to develop training and instructional material
• Knowledge of electronic health records, Epic Cadence application knowledge preferred
• Ability to build partnerships with physicians and department leadership
• Proficiency in data analysis
• Exceptional communication, motivation, and people management skills
• Proficient in Microsoft Office Suite

Shift

Work Type

Salary

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, an HMO and The Denver Health Foundation.

As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community.

Applicants will be considered until the position is filled.