University of Minnesota Physicians Program Coordinator (Call Center) - 1.0 FTE in Minneapolis, Minnesota
As the multi-specialty group practice for the faculty of the University of Minnesota Medical School, University of Minnesota Physicians has more than 950 physicians and 1,600 health professionals, providing clinical care in over 100 specialty and sub-specialty areas. Our mission is three-fold: delivering exceptional patient care, advancing medicine through research, and training the next generation of health professionals. The Program Coordinator manages, coordinates and directs communication of information exchange between the clinics/service lines and the Call Center as well as owning ongoing relationship management between the Call Center and assigned clinical groups. Coordinates and leads regular meetings with each clinical area to include clinic/service line management, staff and providers and provides updates to Call Center leadership. Presents to clinical areas Call Center metrics, improvement initiatives and updates. Collaborates with clinical areas, Call Center Leadership and others on improvement opportunities and projects related to the Call Center. Leads efforts with clinic leadership and providers to identify gaps in workflows to improve scheduling efficiency. Will conduct regular clinical satisfaction surveys to improve overall satisfaction scores. Organizes quarterly summits with assigned clinical areas to identify gaps and areas for improvement across multiple areas. Will meet with clinical leadership along with providers to ensure scheduling templates have been built for optimal utilization. Partners with Call Center support team along with clinical leadership and providers to ensure accuracy in Knowledge Base information and clinic protocols. Assists in onboarding new providers and services within assigned clinical areas. Organizes and leads regular meetings with clinical area representative with scheduling staff. Participate in organizational initiatives. Perform all other related tasks as assigned. Coordinates, leads and participates in special projects as assigned. In order to qualify for this role, you must possess: Bachelor's Degree in Communications, Marketing, Business or related area 2+ years call center or clinic work experience. Past experience in improving the customer experience. Proven success in project implementation or program management. Previous experience with Epic Cadence and Prelude. Experience with Power Point and Vizio Preferred Qualifications: Continuing education in related field. 4+ years call center or clinic work experience. Prior supervisory or management experience. Proven experience in working with a wide variety of leadership, physicians and other providers to resolve concerns. Clarity and BI reporting experience. Proven experience improving quality of healthcare access. Critical thinking Decision making Creative problem solving UMPhysicians offers competitive salary and excellent benefits and provides you with the opportunity to enhance your career in the exciting field of health care through rewarding and challenging assignments and the opportunities for advancement. UMPhysicians is an Equal Opportunity/Affirmative Action/Military Friendly employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, sexual orientation, age, marital status, status with regard to public assistance, disability, or status as a protected veteran.