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As a senior level leader in the Intermountain Medical Group, the Business Operations Director provides support, directly and through team, in delivering and improving customer service operations (phone and front desk), patient access, referral management, and front-end revenue cycle system-wide. Business Operations Director oversees and directs all customer service operations, including: Front Desk; Phone-based Customer Service; Prior Authorization; and Referral Management. Oversees successful scheduling activity. The Medical Group access team reports directly to this position, including access managers and consultants. As telephone-based patient service operations becomes centralized under the direction of this position, all centralize Customer Service Representatives will roll up under this position. This position reports to the Medical Group VP of Operations. This position works in close partnership with the Specialty- and Community-focused ACMOs of the Medical Group. This position builds and maintains strong relationships with Assistant Vice Presidents, Nursing Directors, Service Line Medical Directors, and R1 leadership. Oversees the front-end revenue cycle. The liaison with CTIS for all patient-related digital strategies that tie to Medical Group operations.
The business operations director develops strategy and oversees ambulatory access, customer service, and overall contributes directly to overall effectiveness of business operations for the Intermountain Medical Group. Works with leadership, peers, and providers to identify and establish programs and practices which are cost effective and provide quality service and access to consumers, patients, staff and providers. Consults and provides technical analysis and reporting to ensure practice management leaders have information and support to achieve access targets for office visits, procedures and surgeries. Works closely with analytic team to develop and standardize reporting to support service and access. Conducts detailed analyses for barriers to high service and access performance; works with senior leaders and department managers to develop effective action plans. Makes thoughtful recommendations to develop and/or adjust current strategy to meet the changing business environment. Directs oversight of patient access team to ensure alignment on needs relative to template creation, provider scheduling to meet demand, and appointing. Implements training and quality assurance processes for Patient Service Representatives. With physician leaders, recommends/sets access targets based on benchmarks to increase competitive edge. Oversees and optimizes telephone-based service operations within the Medical Group. Oversees front-desk operations, including standard work and protocols to ensure consistent experience across Medical Group clinics and departments. Oversees referral management process and tools to support network strategies. Manages utilization of appointment resources, overseeing development of demand/ supply models and consulting to medical directors, department managers, and senior leadership regarding effective utilization of resources, to maximize value to patients. Oversees front-end revenue cycle, including optimizing scheduling, insurance verification, reminders, patient registration, and point-of-service collections. Facilitates identification of and transfer of successful practices in service and access across departments. Monitors and assesses service and access trends locally within the Medical Group, as well as the external markets. Represents Ambulatory Care and Access Management in meetings and project groups, including the Digital Front Door project. Maintains awareness of other Intermountain and SelectHealth efforts that may impact demand and performance in assigned areas.
Responsible for the experience and engagement of internal and external customers as well as caregivers in direct and aligned relationships to this role
Master's degree in healthcare or business administration (or related field). Degree must be obtained through an accredited institution. Education is verified.
Healthcare experience including direct experience leading ambulatory patient access. - and - Management experience in large clinic setting or similar healthcare setting. - and - Strong systems skills with a working knowledge of scheduling systems and digital consumer solutions.
Management consulting experience in clinic operations or ambulatory patient access. - and - Experience with Cerner Patient Access scheduling system.
Interact with others requiring employee to communicate information. - and - Operate computers, telephones, office equipment, and manipulate paper requiring the ability to move fingers and hands. - and - See and read computer monitors and documents. - and - Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
Internal Number: R2346
About Intermountain Healthcare
Intermountain Healthcare is a Utah-based, not-for-profit system of 24 hospitals (includes "virtual" hospital), a Medical Group with more than 2,400 physicians and advanced practice clinicians at about 160 clinics, a health plans division called SelectHealth, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.