Director Operations - Patient Line

Description

The Opportunity

Director Operations – Patient Line
UCHealth

The Director of Patient Line Operations will serve as a critical leader in supporting ongoing specialty care Patient Line operations at UCHealth. This role is responsible for ensuring the delivery of exceptional patient experiences through efficient and effective communication, coordination of care-related activities, and timely resolution of patient needs and inquiries. The Director will develop and implement strategies to optimize Patient Line operations, enhance patient satisfaction, and contribute to the overall goals of the organization. This position requires a dynamic and results-oriented leader with a strong understanding of healthcare operations, patient service principles, and technology.

The Director of Patient Line Operations will serve as a vital leader within UCHealth, overseeing specialty care scheduling operations and strategic initiatives for Patient Line (PL)—our health system’s centralized call center. This role is critical in ensuring the delivery of exceptional patient experiences through effective communication, coordination of care-related activities, and timely resolution of patient needs and inquiries. The Director will play a key role in both managing current PL specialty scheduling functions and leading efforts to enhance patient access, streamline referral coordination, and optimize scheduling intelligence system-wide. This role supports front-line teams, sustains high operational performance, and ensures alignment with strategic priorities.

Pay: $57.56 - $92.10 / hour. Pay is dependent on applicant's relevant experience

Key Responsibilities

 The Director of Patient Line Operations plays a key role in the health system’s strategic and operational efforts by:

• • Develop and execute a strategic vision for the Patient Line that aligns with the organization's overall goals and enhances patient engagement and satisfaction.
  • Oversee the daily operations of the Patient Line specialty team, ensuring efficient workflows, adherence to policies and procedures, and optimal resource utilization.
  • Champion a patient-first approach, ensuring that all interactions with Patient Line are positive, empathetic, and address patient needs effectively.
  • Identify opportunities for process optimization and implement solutions to improve efficiency, accuracy, and the overall patient experience.
  • Oversee the effective utilization of Patient Line technology platforms. Collaborate with IT to ensure system functionality and identify opportunities for technological advancements.
  • Foster strong working relationships with other departments, including clinical teams, billing, scheduling, and patient relations, to ensure seamless coordination of care.

  Candidate Qualifications

  The culture at UCHealth emphasizes results, with each member holding high expectations for themselves and their colleagues. The candidate will be joining a high-performing, fast-paced team. This individual must role model and demonstrate honesty, respect, trust, integrity, and high ethical standards while providing support in an open and direct manner.

  The successful candidate will meet the following requirements:

  Education/Certification

  · Bachelor’s degree

  · 5 years’ relevant experience. Leadership experience at an advanced level preferred.

  · Proven ability to develop and implement strategic initiatives and drive operational improvements.

  · Strong leadership, communication, interpersonal, and problem-solving skills.

  · Excellent analytical skills with the ability to interpret data and generate meaningful reports.

  · Ability to work effectively in a fast-paced and dynamic environment.

  · A strong commitment to providing exceptional patient experiences.

We improve lives. In big ways through learning, healing, and discovery. In small, personal ways through human connection. But in all ways, we improve lives.

UCHealth invests in its Workforce.

UCHealth offers an Annual Incentive Bonus to recognize employee’s contributions to our success in quality, patient experience, organizational growth, financial goals, and tenure with UCHealth. 

UCHealth offers their employees a competitive and comprehensive total rewards package (benefit eligibility is based off of FTE status):

• Medical, dental and vision coverage including coverage for eligible dependents
• 403(b) with employer matching contributions
• Time away from work: paid time off (PTO), paid family and medical leave (inclusive of Colorado FAMLI), leaves of absence; start your employment at UCHealth with PTO in your bank
• Employer-paid basic life and accidental death and dismemberment coverage with buy-up coverage options
• Employer paid short term disability and long-term disability with buy-up coverage options
• Wellness benefits
• Full suite of voluntary benefits such as flexible spending accounts for health care and dependent care, health savings accounts (available with HD/HSA medical plan only), identity theft protection, pet insurance, and employee discount programs
• Education benefits for employees, including the opportunity to be eligible for 100% of tuition, books and fees paid for by UCHealth for specific educational degrees. Other programs may qualify for up to $5,250 pre-paid by UCHealth or in the form of tuition reimbursement each calendar year

Loan Repayment:

• UCHealth is a qualifying employer for the federal Public Service Loan Forgiveness (PSLF) program! UCHealth provides employees with free assistance navigating the PSLF program to submit their federal student loans for forgiveness through Savi.

UCHealth always welcomes talent. This position will be open for a minimum of three days and until a top applicant is identified.

UCHealth recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our institution. As an equal opportunity employer, UCHealth is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, color, national origin, language, culture, ethnicity, age, religion, sex, disability, sexual orientation, gender, veteran status, socioeconomic status, or any other characteristic prohibited by federal, state, or local law. UCHealth does not discriminate against any qualified applicant with a disability as defined under the Americans with Disabilities Act and will make reasonable accommodations, when they do not impose an undue hardship on the organization. 

Who We Are (uchealth.org)

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