DI Operations Manager- Call Center

MISSION STATEMENT
The mission of The University of Texas MD Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.

SUMMARY
The primary purpose of the Manager, DI Operations position is to improve new patient access and ensure the effective workflow and communication between the Division of Diagnostic Imaging and Clinical Operations through the implementation of trainings. Responsibilities include workflow management, project management, and exceptional customer service for patients and clinics. These management responsibilities are met by working with and through established Division of Diagnostic Imaging processes and procedures.

KEY FUNCTIONS
1.Establish employees annual goals and end of year evaluations and address all concerns related to evaluations
2.Manage employee couching, counseling and remediation and corrective actions in collaboration with the Administrative Director and Human Resource
3.Responsible for removing new patients' access barriers including Diagnostic Procedure Only (DPO) patients as well as self-scheduling patients as it relates to prior imaging and procedure results.
4.Address all DPO Medicare Secondary Payer Questionnaire (MSPQ) errors on a timely manner to avoid denials
5.Provides exceptional customer service management for patients and clinics, while working collaboratively with groups within Diagnostic Imaging, Clinical Operations, and IS Departments.
6.Facilitates the formulation of Policies and Procedures related to attendance, standard attire, DPOs and Self-scheduling patients including expectations and turnaround time
7.Coordinates, conducts and oversees the training of the Centers and Clinics on the DI appointment scheduling, and ensures that operational practices are continually improved to provide the highest productivity and quality.
8.Responsible for coordinating the creation and management of DI scheduling manual/guide and lead institutional PSCs trainings on DI scheduling to ensure that the PSCs are not making errors while scheduling DI appointments.
9.Produces dashboards and decision support reporting mechanisms as it relates to managing access of New Patients and institutional use of appropriate tools.
10.Conducts analysis of processes and outcomes to identify performance improvement opportunities and makes improvement recommendations for Diagnostic Imaging and Clinical Operations.
11.Produces reports that help quantify patient referral leakage outside MDACC for diagnostic testing and solicits feedback on decreasing such leakage.
12.Provides insights learned from such feedback and analysis to improve performance along volume of new patients and lead time to first appointment.
13.Other duties as assigned.