Ambulatory Access/Operations Manager (Open and Promotional)

San Mateo County Health - San Mateo Medical Center is currently seeking a full-time, regular Ambulatory Access/Operations Manager. Under general direction of the Deputy Director of Ambulatory Services, the Ambulatory Access/Operations Manager plays a crucial role in ensuring efficient and effective patient access to medical services within San Mateo Medical Center clinics. This position oversees the day-to-day operations of the call center, Tier 1 Patient Portal Support, virtual clinic including Nurse Triage, Express Care (same-day visit), and ambulatory social work team and collaborates closely with the clinics to develop guidelines for patient access. The Ambulatory Access/Operations Manager is responsible for the overall virtual clinic, optimizing patient flow, enhancing customer service, and driving operational excellence. The successful candidate will possess strong leadership skills, exceptional problem-solving abilities, and a deep understanding of healthcare operations. 

The current vacancy is a full-time, regular position.

Some of the Key Priorities include:

Operations Management:

• Plan, direct, monitor, coordinate, and evaluate the virtual clinic or clinics' operations and service delivery programs, including needs assessment, program design and planning, implementation, evaluation, and regulatory enforcement.  
• Assess the quality of patient care; develop and generate community support for changes or enhancements to service delivery methods; advocate for patients with medical staff to ensure appropriate and timely care is provided. Based on the voice of the customer and with collaboration with Patient Experience.
• Oversee the operations of the call center and nursing triage team, ensuring high-quality patient interactions, timely response, and accurate documentation.
• Implement and enforce operational policies, procedures, and best practices to enhance patient access and optimize resource allocation.
• Monitor key performance indicators (KPIs), identify trends, and develop strategies to improve operational efficiency and patient satisfaction.
• Lead Improvement Projects and collaborate with cross-functional departments.

Staff Supervision and Development:

• Provide leadership, guidance, and support to the call center, nursing triage team, virtual clinic, ambulatory social work team, and patient portal support team fostering a positive work environment and promoting professional growth.
• Conduct regular performance evaluations, identify training needs, and facilitate appropriate training programs to ensure staff competence and productivity.
• Establish performance goals and objectives, monitor performance against established metrics, and take corrective actions as needed to align with strategic goals and initiatives. 

Collaboration with Clinics:

• Collaborate closely with all clinic managers and staff to develop guidelines, protocols, and workflows to streamline patient access and enhance care coordination.
• Facilitate regular meetings and communication channels with clinic stakeholders to identify operational challenges, resolve issues, and drive continuous improvement.
• Serve as a liaison between the call center, nursing triage team, and clinics, promoting effective communication and collaboration across departments.
• Consult with other program managers on relevant program issues; develop alternative strategies for dealing with community health needs and assist in the implementation of solutions as necessary.

Quality Assurance and Compliance:

• Ensure adherence to applicable regulatory requirements, quality standards, and best practices in patient access and call center operations.
• Conduct regular audits, evaluate performance against established benchmarks, and implement corrective measures as necessary.
• Promote a culture of patient safety, confidentiality, and compliance with HIPAA and other relevant regulations.
• Develop, present, and advocate for clinic funding; administer and monitor the approved budget to ensure the accomplishment of clinic care objectives within budget restrictions.

Patient Access Strategy Development:

• Collaborate with all clinic managers and other key stakeholders to develop guidelines, OSW for patient access, appointment scheduling, and triage protocols pertinent to call center, nursing triage, and virtual clinic.
• Analyze current patient access workflows, identify areas for improvement, and implement strategic initiatives to enhance operational efficiency and patient experience. 
• Ensure best practices related to patient access and appointment scheduling.

Data Analysis and Reporting:

• Monitor and evaluate patient access metrics, identify trends, and generate reports for key stakeholders. 
• Provide insights and recommendations based on data analysis to drive continuous improvement in patient access operations. 
• Stay updated with industry trends and advancements in patient access management and incorporate innovative solutions to optimize processes and outcomes.

The ideal candidate will have:

• Three years of supervisory experience.
• Two years of direct relevant experience can be substituted if candidate possesses a master’s degree.  
• A Master's in Public Health, Health Administration or Business Administration is preferred.
• Knowledge of local, state, and federal health policy affecting care delivery operations.
• Ability to establish and maintain effective working relationships with co-workers and SMMC employees at all levels in routine, emergency, and emotional situations.
• Proficient with web-based information systems and Microsoft Office Suite, Teams, Word, Excel, Visio, and PowerPoint.
• Experience using Performance Improvement models (such as LEAN, Six Sigma, A3).