Mkt Director Connection Center Operations - TX-KY

Welcome to CHI Saint Joseph Medical Group, a full service network of primary care services specializing in family, internal, geriatric and pediatric care serving 88 locations across central and Eastern Kentucky. CHI Saint Joseph Medical Group is dedicated to delivering customized care based on the unique needs of our patients and is recognized as a Best Place to Work in Kentucky for two years in a row (2023-2024). 

CHI Saint Joseph Health is part of CommonSpirit Health, a non-profit, Catholic health system dedicated to advancing health for all people. With approximately 175,000 team members and 25,000 physicians and advanced practice clinicians. 

Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians, advanced practice clinicians, nurses, and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2,200 care centers serving 24 states. 

Job Summary / Purpose
The Director of Connection Center Operations will be responsible for leading, planning, directing, monitoring, and improving the efficiency, effectiveness, and performance of the Physician Enterprise Connection Center, within the region, while supporting the vision and in alignment with the Physician Enterprise strategic plans to improve ambulatory patient access. The Director will carry responsibility for sustaining a patient centric philosophy by supporting team members to work to the top of their scope that is highly efficient, cost effective, fully compliant, and scalable. The Director will lead the day-to-day operations while supporting on-going improvement and change-management for optimized standard work, quality assurance, and procedures. Under the guidance of the System VP, will carry out the strategic plan to develop and drive operational transformation strategy for the ongoing development and improvement of patient access operations. The Director is responsible for a portfolio of support for ambulatory clinics by assessing, developing, and directing the transformation and optimization for service level agreements, long-term and bridge plan support, as a liaison to PE Operations within the Region. In alignment with the PE Access Strategy, will carry accountability for driving the alignment strategy for Connection Center operations, managing various activities with the overall enterprise, while maintaining oversight of consumer experience regionally. The Director will collaborate with National, Regional, Market stakeholders and external vendors/partners, to direct the Connection Center’s strategy to scale across the region, while remaining best in class for patient and employee experience. Will serve as a key advisor and consultant to the Physician Enterprise Access and Transformation team.

Essential Key Job Responsibilities
⦁ Responsible for developing and leading the strategy for Connection Center operations, in alignment with the Physician Enterprise model. Leads team of operational leaders to implement and drive strategic growth initiatives, service level planning and improvement, as set by the strategy of the Physician Enterprise, while supporting the deployment of Connection Center in support of ambulatory clinic sites, to ensure alignment with CommonSpirit Health’s mission and strategic objectives. (40%)
⦁ Leads Connection Center operations with regard to supporting all-call support, while interfacing with clinical and administrative leaders to support clinical and ambulatory access operations, including but not limited to, nurse triage, prescription management, workforce and quality management, patient experience, template and provider preference optimization, and capacity management. Serves as subject matter expert and primary interface, Clinic Operations and Finance Leadership related to operationalizing Connection Center roll out across the Region. (40%)
⦁ Responsible for directing and leading the development of the strategic portfolio of the Connection Center. Directly responsible to assess, develop, transform and implement practices to support service level enhancements, long-term business and financial plans, and providing operational advice to ensure tactical patient access improvements. (20%)
⦁ Uses feedback proactively to address conflict, minimize risk and continuously improve processes and foster open lines of communications between executives, external partners, program leaders, and staff.
⦁ Leads the team through a culture of continual improvement, by identifying areas of opportunity for training and development.
⦁ Responsible for analyzing Connection Center and patient access operations to assess risks and costs to drive centralization, by assisting in the development of long-range strategic and financial plans.
⦁ Ensures enterprise wide operational success of connection centers through effective recruitment, selection, management, retention and development of current and future Connection Center resources. Employs tactics and resources to drive positive employee engagement, fostering a collaborative team-based environment that drives a culture of quality throughout the enterprise.
⦁ Effectively collaborates with National, Regional and Market leadership and business units to optimize Connection Center operations. May partner and collaborate with CommonSpirit Health business units, vendors and service integrators, for the discovery and implementation of business systems
⦁ Uses feedback proactively to address conflict, minimize risk and continuously improve processes and foster open lines of communications between executives, external partners, program leaders, and staff.

Minimum Qualifications

Required Bachelor’s degree in Healthcare Administration, Business Administration, or similar field, and related job experience.

Minimum of seven (7) years of relevant Leadership experience in healthcare or operations, preferably in a large multi-site organization, with 3 of those years leading in an ambulatory healthcare setting.

Demonstrated leadership in program development and management within a Connection Center environment, preferred. Demonstrated success in designing and/or deploying key aspects of contact center platform.

Demonstrated ability to successfully manage within a matrix organization, physician relations, and clinic operations. Demonstrated experience and success (5 years) with a strong functional understanding of acute, ambulatory, and revenue cycle operations in a large multi-site healthcare organization, is preferred.