Director, Pre-Arrival Contact Center with BJC HealthCare

This leader will over see a team of 185 FTE's and needs to understand contact center platforms to include forecasting volumes for staffing, reporting and strategy work.

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Role Purpose

Under the general supervision of the Vice President of Patient Access, the director will have BJC system-wide responsibilities over people and patient access operations. The director will be responsible for seamless integration of patient access policies and procedures, oversight of staff performance and quality. Additionally, the director will work collaboratively with individual hospital leadership to ensure a positive patient experience and a system of continuous financial improvement.

Responsibilities

• Manages individual(s) including but not limited to: onboarding and hiring, training, workload management & performance evaluations, conducting professional development plans as needed. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
• Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
• Ensure the efficiency of operations and compliance with policies, procedures, regulations, laws and standards.
• Creates and measures standardized key metrics and performance reporting to enhance operational performance.
• Participates in hospital specific performance improvement initiatives directly impacted by patient access operations.
• Works in collaboration with BJC revenue cycle and hospital leadership to develop real-time training programs to guide patient access staff in the daily execution of their duties.
• Engages staff through goal cascading techniques to promote a staff understanding of systemwide goals and key strategic initiatives.

Minimum Requirements

Education

• Bachelor's Degree

- Finance/Business/related

Experience

• 5-10 years

Supervisor Experience

• 2-5 years

Preferred Requirements

Education

• Master's Degree

- Business/HC Admin/related

Experience

• 10+ years

Supervisor Experience

• 5-10 years

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Pension Plan*/403(b) Plan funded by BJC
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

To learn more, go to www.bjctotalrewards.com/Benefits

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer

About BJC HealthCare

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