This position manages all operational and performance improvement activities related to Centralized scheduling services in Phoenix Children's Medical Group/Phoenix Children's Hospital. Develops and oversees the scheduling, referral and template management systems, including process, policy, and operating structure. Monitors volumes and trends through various statistical and reporting methodologies, provides oversight of customer service goals and responsibilities, and appropriately adjusts staffing, policies and services provided to ensure departmental and organizational goals are achieved.

1. Management of the scheduling, referral and scheduling template functions to ensure proper process implementation and quality customer service.
   • Assists in creating new policies and procedures; continually updates established policies and procedures; introduces new policies, procedures and concepts to the daily operations of assigned departments and within the hospital.
   • Manages and evaluates performance of scheduling staff through clear communication of expectations and accountability for assigned departments.
   • Serves as a point of contact for physicians and department managers with regards to scheduling, referral and template issues.
   • Manages numerous call management, Cisco, Allscripts, Healthpoint, SAM/Scheduling systems critical to proper and efficient process flow to meet productivity improvements.
2. Develops quality initiatives for the call center that are aligned with the strategic plan of PCH/PCMG, as well as the mission, vision and values of PCH. These initiatives will link with the PCH Quality Strategic Plan and will be reported up through the Quality Board and PCH/PCMG Senior Leadership.
   • Develops, implements and monitors customer service and quality metrics for assigned departments.
3. Promotes and facilitates continuous quality improvement activities and teams and makes recommendations to implement improved processes.
   • Develops, implements and monitors operational metrics for ambulatory scheduling, including scripting, standard work, scheduling templates, referrals and call volume.
4. Assists in budget development and monitors departmental budget. Ensure appropriate provision and utilization of department resources.
   • Monitors and controls overtime, supply and equipment purchases for assigned departments.
   • Evaluates 3rd party support contracts of department purchased equipment and software, determine need for such services.
5. Oversees recruiting and the development of talent, develops and facilitates the delivery of departmental orientation and training programs for assigned departments and staff.
   • Keeps key facility staff informed of training programs, schedules, employee participation and performance level and works closely with Patient Access leaders in targeting key areas of performance for central scheduling areas.
6. Performs miscellaneous job related duties as requested.

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable