Manager - Ambulatory Care Access Intake, Enterprise Contact Center

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
The Ambulatory Care Manager is responsible for: the provision of service, quality management, personnel management, staff performance, process improvement, fiscal management, and regulatory compliance. The Manager works in close collaboration with Clinic Managers, Ambulatory Care Administration, and other Hospital departments to achieve the goals the clinics and Ambulatory Care. The Manager oversees the day-to-day operations of the centralized Referral/Authorization or New Patient staff, with oversight management of those in clinic locations. The Manager is expected to ensure that staff are trained, following departmental procedures and policies as well as adhering to the SHC & government guidelines. The Manager will serve as a resource to department physicians, managers, billing and clinic staff in all new patient, referrals or authorizations related issues. Manager will be responsible for designing, implementing new processes and system improvements for the referral/authorization or new patient processes and transitioning decentralized staff to a centralized model.

Stanford Health Care

What you will do
  • Actively surveys new technologies and leverages technology to optimize operations.
  • Conducts effective budget planning including cost and volume projections. Controls cost and manages
    revenue throughout the years. Provides insightful variance analysis and effective corrective action as needed.
  • Effectively manages Human Resources to provide appropriate numbers of staff who are knowledgeable and
    skilled in the performance of their duties and engaged in the mission and goals of the organization.
  • Establishes metrics and monitor quality, accuracy, productivity, and timeliness of staff performance. Shares
    results with staff on a regular basis in a constructive manner and coach staff to improve performance.
  • Hires and trains staff. Initiates corrective personnel actions as required. Provides input to Director on staff
  • Leads/manages/facilitates the provisions of service resulting in an excellent experience for patients and
    referring physicians. Meets service goals and manages to service standards. Hires service oriented
    employees. Applies process improvement strategies to improve or maintain important components of service.
  • Manages daily functions performed by staff. Assigns work assignments as needed to balance workload to
    meet turn-around-times (TATs) and expedited needs.
  • Partners with Clinic management and Referral Center management to increase accuracy and through-put of
    referrals/authorizations and new patient access to create a positive patient and Referring MD experience.
  • Performs as working manager by doing referrals and authorization functions on an as-needed basis to
    maintain turnaround times (TATs).
  • Plans, directs, coordinates and improves operations resulting in efficient patient and workflow and effective
    resource utilization. Coordinates and integrates services within the practice area and with other practice areas
    and departments.

Education Qualifications
  • Bachelor's degree in a work-related discipline/field from an accredited college or university

Experience Qualifications
  • Five (5) years of progressively responsible and directly related work experience

Required Knowledge, Skills and Abilities
  • Ability to conduct analysis and formulate conclusions
  • Ability to foster effective working relationships and build consensus
  • Ability to mediate and resolve complex problems and issues
  • Ability to solve problems and identify solutions
  • Ability to strategize, plan and implement change
  • Ability to work well with individuals at all levels of the organization
  • Knowledge of computer systems and software used in functional area
  • Knowledge of management principles, scope of practice/work, and Ambulatory health care practices and trends

Licenses and Certifications
  • None

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.