Location

SAINT LOUIS, MO 63141

Scheduled Hours

40

Position Summary

Administers planning, developing, organizing and implementing patient support services activities and management systems that support the successful operations, fiscal integrity of the organization, and customer satisfaction for the patients served by the department.

Job Description

Administration

• Designs, coordinates, and implement plans with various leadership members, including care providers and other management staff to provide quality medical services in an efficient and effective manner.
• Designs and implements process to accommodate patients with urgent medical needs on a same-day basis and patients with routine medical needs on a scheduled basis.
• Provides administrative leadership in designated service areas including call center, patient registration, quality and safety, medical records management, and other patient support domains..
• Tracks key operating statistics and provide management reports.
• Coordinates patient care services with department administrators, division administrators, the Faculty Practice Plan (FPP), other School of Medicine clinical departments, BJC Health Systems entities and other external organizations.
• Access and implement technology tools in consultation and coordination with FPP and WUSM to meet the demands of patients and providers.

Planning

• Implements tactical and strategic planning processes to address changes in services and volume, including formulating recommendations in response to requests for changes in sessions, staffing or exam room utilization.
• Prioritizes customer service principles for internal and external audiences by developing, implementing, and maintaining service focus programs and mindsets.

Organization

• Oversees the development of an efficient and effective organization of professional and support staff to meet the personnel resource needs of the organization.
• Analyzes and evaluates the effectiveness of clinical and patient support operations using new and established clinical practice and service standards and recommends required changes.
• Implements approved changes.
• Formulates, recommends, implements and evaluates policies and procedures required to execute the ambulatory care activities.
• Directs a quality improvement program that addresses risk management, patient complaints, patient satisfaction and provider satisfaction issues, including evaluating the role of technological advances.
• Participates in committees and work groups impacting operations such as the FPP, WUSM and medical center hospitals.
• Ensures coordination of activities with the departmentally-based activities of scheduling, registration, medical records management, and pre-registration.

Fiscal Responsibility

• Administers the operational budget through assignment of accountability to pertinent staff.
• Interprets the budget to staff, emphasizing the importance of economic resource utilization while maintaining quality service deliver, both medical and operational.
• Coordinates purchasing to ensure timely and adequate provision of materials required for patient support activities.
• Participates in the design and utilization of space to accommodate required patient support service activities while conserving and making maximum use of existing resources.
• Designs a process to ensure early detection and/or prevention of threats that result in lost revenue or increased operational costs.
• Implements Patient Financial Services’ standards.

Human Resources

• Develops and conducts staff development programs where appropriate.
• Ensure staff’s certification in patient service quality as required.
• Conducts performance evaluations.
• Recommends and/or assists in the design of incentive programs to maintain a high level of staff motivation, process improvement and job enrichment.

Working Conditions:
Job Location/Working Conditions

• Patient care setting

Physical Effort

• Typically sitting at desk or table

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor's degree

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Large Multispecialty Environment With Knowledge Of Clinical Service Operations (10 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:

Master's degree

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Business Administration, Data-Driven Decision Making, Detail-Oriented, Diagnostic Coding, Healthcare Management, Health Care Quality Improvement, Interpersonal Communication, Medical Records Management, Motivating People, Oral Communications, Prioritization, Procedural Coding, Reimbursement, Supervision, Third Party Contracts, Third Party Payers, Written Communication

Grade

G16

Salary Range

$96,000.00 - $169,300.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.