Director, Access Engagement

This position provides administrative leadership for the Access Management Team at Inspira. The Director has oversite of operators and call center scheduling, referral management, and customer service. The Director plans for and develops the workflows and structure assuring optimal quality of care and the continuity for callers requesting access to Inspira services. Tactical emphasis is on delivering an exceptional patient experience with each patient encounter, quality management, workforce planning, recruiting, coaching and training. Performance metrics include patient satisfaction, call efficiency, low abandonment rate, staffing utilization, provider and employee engagement.

The expectation of the Director’s engagement as a leader must focus on promoting an inter-professional culture of collaborative decision-making, innovation, life-long learning, and teamwork. The Director exemplifies the principles of a Culture of Safety. The Director also supports continued growth of the call center through additional practice and scope centralization efforts.

• 10 years experience managing a team is required.
• 5 year minimum Call Center experience is required.
• Experience in healthcare preferred. Proficient skills with computer programs and call center technologies.
• Strong interpersonal and time management skills. Experience using a CRM platform, MS Dynamics preferred.
• Bachelor's degree is Required.

Director is responsible for the strategic planning and operational excellence of Access Management Call Center and Communications operations while partnering with the Director of Clinical Coordination. Core duties include management and leadership guidance of training, ongoing development, and compliance of non-clinical call center staff; adherence to effective delivery of any patient needs with scheduling, call routing, customer service support and compliance with administrative policies, procedures, and standard work; while maintaining a high level of customer service and compassion. Along with other duties as assigned.

Collaboration and partnership with the Inspira Ambulatory and Medical Center administrative and clinical leadership, is key to assure quality patient/family centered care; developing and monitoring variances to financial budgets, developing and monitoring benchmarks, and delivering the highest level of quality service to our callers and their families, ensuring their needs are met in a warm, timely and professional manner.

Operational and Financial Management:

Oversees day-to-day operations including planning, directing and coordinating all activities and personnel in assigned scope.

Directs responsibility for Human Resources (HR) functions including hiring, firing, development of action plans and completion of annual performance evaluation.

Promotes excellence in patient experience by monitoring patient feedback, responding to issues, and reinforcing best practices.

Supports key initiatives related to ambulatory division and organization.

Collaborates with the leadership team to ensure the safety and comfort of patients and employees.

Enforces adherence to Inspira policy and procedure and standards, including but not limited to HIPAA and Compliance Code of Conduct.

Monitors and tracks performance of quality metrics and key performance indicators, including financials, and identifies trends that need to be addressed.

Prepares assigned reporting responsibilities within outlined format and timeframes (i.e., statistical reports).

Oversees non-clinical and operational workflows and ensures alignment with regulatory requirements, theories, and laws.

Oversees non-clinical personnel and enforces adherence to outlined scopes.

Identifies areas for process improvement to include standardization of process, policy and workflow and develops detailed action plans for implementation as applicable.

Actively participates in Employee Safety Management programs.

Effectively onboards new team members in collaboration with applicable colleagues and departments.

Staff Engagement:

Conducts routine staff meetings and huddles to promote staff communication, feedback, and engagement.

Fosters an environment of collaboration for direct reports, staff, and providers, which encourages all input, feedback and discussion.

Conducts reoccurring meetings with direct reports, ensuring that professional development pathways for continued career success are transparently discussed and evaluated on reoccurring basis.

Ensures a communication pathway is established with direct reports and providers for escalation of “in real time issues”, needs and ongoing feedback.

Oversees global employee engagement scores and directs development of employee engagement action plans as applicable.

Promotes employee engagement activities within assigned scope.

Monitors leader’s, managers, staff, and actively promotes the development of operational/financial performance improvement skills across scope.

Patient Experience and Access:

Drives consistency in every patient and colleague encounter by embodying the core principles outlined by Inspira.

Develops and ensures seamless communication channels between health care team and the patients and advocates.

Provides support to leadership and the team to create, implement, monitor and report applicable outcomes of patient and family experience initiatives.

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At Inspira Health, you’ll join with the area’s most dedicated and distinguished team to bring quality and compassionate care to our communities. We focus on clinical excellence, providing evidence-based care to help each patient achieve the best possible outcome. The scope and depth of our network can open many doors for your learning and career growth.

Our charitable nonprofit health care organization serves communities across southern New Jersey. The network, which traces its roots to 1899, comprises three hospitals, a comprehensive cancer center, sleep medicine, cardiac testing, digestive health and wound care, urgent care, imaging and rehabilitation, and primary and specialty physician practices in Gloucester, Cumberland, Salem and Camden counties.

Inspira is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, age, marital status, affectional or sexual orientation, familial status, disability, liability for service in the Armed Forces of the United States, nationality, sex, gender identity or expression.