Manager Quality Assurance - Patient Access

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 6000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's leading cancer centers that develops and institutes standards of care for cancer treatment.

Position Summary

Responsible for the development, implementation and continued support of the Medical Center Patient Access Quality Improvement Initiative. Includes conducting educational programs designed to meet the orientation, continuing education and regulatory agency requirements for all associates related to Patient Access functions, coordinating such activities within the enterprise to ensure consistent quality job performance, thus satisfying the needs of all internal and external customers. Provides staff development opportunities and oversees quality improvement/audit and systems support functions. Serves as a resource to other organizational areas. Supports the achievement of optimal patient outcomes and departmental operations by promoting individual growth, team functioning, and interdepartmental cooperation within the framework of shared decision-making and coordinated services. The Quality Improvement Manager must professionally interact with a variety of individuals

Key Responsibilities include:

Personnel Management

• Accomplishes appropriate patient access resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Develop a culture of pride and ownership and provide opportunities for learning and growth. Ensures appropriate staffing levels throughout work week, reassess staffing levels to identify and achieves staffing optimization. Monitors and authorizes overtime when necessary. Schedule work assignments to ensure appropriate staffing coverage during regular office when scheduled and unscheduled absences occur. Provides timely decision making and direction to staff to streamline workflow, improve efficiency of operation and eliminate delays; re-assign work as needed.

Training Program Oversight

• Conducts training needs assessment to include methods of interviews, questionnaires, tests, group problems analysis, examination of existing standard work, training, coaching and quality monitoring. Documents training needs to address prioritized needs.
• Develops learning objectives, learning activities, structure and sequence for the learning objectives and activities, instructional media, materials and methods of instruction most appropriate for the particular group/individual and at the appropriate skill level.
• Translates the designed program into actual training materials and strategies. Completes lesson plan documents, choosing methods and media appropriate for each instructional event, times each section within the lesson to best utilize time, curriculum guides/outlines, workbooks, handouts, case studies, newsletters, exercises to support program lessons, audio-visuals and competency testing tools. Develops computer-based learning vehicles and identifies appropriate software to support learning initiatives.
• Schedules facilities, equipment and participants; conducts the instructional event through lecture and demonstration-based instruction, adjusting instruction methods to meet employee needs.
• Measures the impact training had upon employees and whether or not a change in behavior/actions occurred, through associate interviews, QA/QI audits and other documentation. Determines the strengths/weaknesses of the program, making adjustments to ensure improvements. Provides feedback to participants as requested during the training session, as well as feedback to management of the participant's competency.
• Delivery of excellence in service through user support and training for various defined patient access services. Documented outcome of improved staff quality and productivity, enhanced customer satisfaction, reduction of redundant and reworked job functions, and improved cash collection.

Oversees Quality/Audit Process

• In coordination with the department's management team, establishes call monitoring, rounding and audit tools. Oversees data collection and analysis, communicating data to appropriate areas in a timely, effective manner. Utilizes outcomes in the development of future educational programs and/or system/process redesign and to enhance user compliance.

Process Improvement

• Functions as a facilitator or participant as required, providing consultative services or coordinating process improvement efforts among team members and ensures that all members are well-informed of changes. Assists in the design and development of workflow enhancements while monitoring congruency with key performance indicators.

Special Projects

• Handle special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems.
• Gathers and compiles data and operates computer at an advanced level. Researches state-of-art teaching/learning tools and system technology advancements for possible application. Assists in maintaining user/systems/training databases. Performs data collection/analysis as required to enhance user compliance and understanding of processes. Negotiates for responsibility of tasks/projects

Basic education, experience and skills required for consideration:

• Bachelor's Degree or equivalent experience.
• At least 3 years quality and/or training experience. Healthcare or Patient Access experience highly recommended.
• Excellent communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers to ensure solid understanding/translation of teachings into actions. Serves as a change agent, coach, mentor and facilitator.
• Demonstrated teaching skills that enhances user learning and involvement. Conveys complicated information to users in a concise, user-friendly manner that ensures user competency and process compliance, while energizing users' discussion and input.
• Comprehensive evaluation skills for determining skill and knowledge competencies of staff and trainees
• MS Office, Outlook, SalesForce, Allscripts, EPIC, AVAYA

Preferred Certification/Licensure:

• Training of trainers
• Six Sigma Black Belt

Preferred education experience and skills:

• Process improvement

Additional Information:

• To protect the health of patients and staff and to comply with new State of California mandates, City of Hope staff are required to show proof of full vaccination by September 30, 2021. Compliance is a condition of employment.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

• Posting Date: Sep 17, 2021
• Job Field: Business Services
• Employee Status: Regular
• Shift: Day Job