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J188034

Vice President, Care Connect Operations (AHN)

Allegheny Health Network

Company :

Allegheny Health Network

Job Description : 

JOB SUMMARY

This job is a key leadership role for Allegheny Health Network (AHN) that defines the future path and operating model of Care Connect, conducts leadership of the daily operations and development and execution of strategic outreach initiatives that are supported through AHN Care Connect Operations Center.  This job is a high exposure role that executes on enterprise initiatives related to patient outreach and is tasked with pushing the boundaries of innovation to deliver a best in class appointment and outreach center.

ESSENTIAL RESPONSIBILITIES

  • Formulate new strategies, initiatives and programs at the request of the SVP of Virtual Health & Access to further improve AHN patient experience with scheduling.  Research, plan and institute best practice operational processes to create a best in class operating model at AHN; Collaborate, as requested, with Highmark colleagues to launch effective outreach programs with an enterprise focus.
  • Oversee and ensure efficient daily operations of Care Connect.  This includes selection and retention of highly qualified candidates, maintenance of superior patient experience, ongoing development of Care Connect managers and directors; ensures appropriateness of operational metrics and oversees successful execution of action plans, as necessary.
  • Support efforts to grow the Care Connect book of business. Work with service line leaders to incorporate outstanding lines of business where applicable. Support development and operation of Nurse on Call, Healthcare at Home and Pre-Services programs, concierge and service line specific outreach programs and any other new opportunities. Identify opportunities to incorporate efficiencies and best practices to continually improve operations.
  • Conduct targeted outreach, communication and relationship building with key physician and administrative leadership on a regular basis.  Inform and engage on future initiative planning as necessary, ensure open communication and satisfaction with Care Connect services.
  • Promote mentorship and employee development at all levels within care connect. Ensure, promote demonstrate core behaviors.
  • Other duties as assigned

EDUCATION

Required

  • Bachelor's Degree

Preferred

  • Master's Degree Preferred

EXPERIENCE

Required

  • 7 - 10 years of progressive leadership role in Call Center/Ambulatory environment
  • 5 - 7 years in a Director level or higher role

Preferred

  • Knowledge of Epic EMR

LICENSES AND CERTIFICATIONS

Required

  • None

Preferred

  • None

SKILLS

  • Knowledge of key Operating metrics
  • Health Care operations experience
  • HIPAA, Compliance knowledge
  • Knowledge of Epic
  • Strong emotional intelligence
  • Strong business and financial acumen
  • Comprehensive management, leadership and executive skills
  • Ability to manage through some levels of ambiguity and create from scratch (disruptive innovation)
  • Understanding of provider schedules/templates/visit types and utilization

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

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