Director, WFM and Medical Operations - New York, United States - Accuity

Description

The Director, Workforce Management (WFM) and Medical Operations will oversee all aspects of the scheduling of Accuity's Medical Director and DRG Integrity Specialist review teams, collectively referred to as the Tower, as well as other teams within the Tower, to meet the needs of the business and our clients. The individual in this position will analyze existing processes and design in order to implement and maintain programs that effectively and efficiently schedule Accuity Tower team members based on forecasted volumes and existing inventory to meet the current and future needs of Accuity.

The Director, WFM and Medical Operations will develop close relationships with key leaders and stakeholders to determine acceptable levels of business performance and risk. They will foster strong working relationships with operations and client success stakeholders to work collaboratively in making key contributions toward improving Accuity's Workforce Management program to include but not be limited to the day-to-day operations of medical chart review. In order to accomplish these goals, the individual in this position will need excellent data-driven operational skills to excel at complex logistics and enhance their ability to make quick, well-informed decisions with real-time data.

PRIMARY JOB RESPONSIBILITIES:

Logistics and Scheduling Management

Develop and implement strategies to manage complex logistics and scheduling processes efficiently

Track and manage time off policies to ensure proper team coverage, especially during holidays and other highly requested time periods (Spring Break, Summer, etc.)

Work with operational leadership to develop and implement organizational and technology strategy to streamline team member scheduling process

Continuously evaluate and refine scheduling algorithms to improve productivity and resource utilization

Collaborate with key stakeholders in client success, finance, and operations to define strategy and prioritization of coverage

Collaborate with client success and implementation teams on client pilots and expansion volumes, client training, and other requirements

Work with technology team on roll-out of Amplifi product in Tower Operations for existing and new clients

Partner with Tower leadership in designing a new organization structure for Tower operations that optimizes efficiency, communication, and collaboration within the department

Develop and implement a change management plan to ensure smooth transition and minimize resistance to restructuring

Production Work and Forecasting

Ensure optimal matching of workload volume with available resources to meet client needs effectively, which requires the monitoring of chart review closely to ensure adherence to deadlines

Develop and maintain accurate forecasting models to anticipate workload fluctuations and resource requirements based on historical and projected data

Implement proactive measures to mitigate risks and address challenges in production workflow

Collaborate with clinical leadership to assess staffing models and future hiring needs comprehensively, ensuring alignment with strategic business objectives and projected growth projections

Aptitude for identifying and resolving operational challenges and issues within medical operations

Analytics and Performance Analysis (Metrics)

Partner with Tower leadership and key stakeholders as appropriate to define acceptable levels of business performance and risk

Enhance and implement Service Level Objectives (SLOs) and Key Performance Indicators (KPIs) to monitor workforce scheduling performance and coverage

Conduct tracking and analysis of key performance metrics, including DNFB (discharged, not final billed) and TAT (turnaround time), leveraging insights to drive performance improvements and operational excellence

Identify and advocate for investments to achieve the workflow strategy and provide detailed analysis to recommended new approaches or spend

Teamwork and Leadership Skills

Foster a growth oriented, inclusive and encouraging culture while maintaining accountability to company policies, procedures, and guidelines

Cultivate and maintain robust, mutually beneficial relationships with internal staff, external vendor partners, and leadership, ensuring alignment with organizational objectives and fostering a culture of collaboration and excellence

Maintain a strong and collaborative team of individuals working toward the same goal through effective communication, team building, and development opportunities (workforce management analysts)

Serve as a liaison / consultant to other functional areas of the department to support onboarding, quality, scheduling or other operational needs

Performs miscellaneous job-related duties and special projects as assigned

POSITION QUALIFICATIONS:

Education:

• Bachelor's degree in Business Administration, Healthcare Management, or related field required
• Master's degree preferred

Experience:

• 5+ years of demonstrated experience leading workforce management and/or operations management teams, preferably within healthcare
• Established experience with analytics (descriptive, predictive, diagnostic, prescriptive) and data visualization
• Familiarity with tools and software used for data analysis, reporting and visualization such as Microsoft Power BI, Tableau, and Google Analytics

Licensure/Credentials:

• None

Knowledge, Skills, and Abilities:

• Advanced analytic skills with the ability to interpret data and make informed decisions on real-time data
• Skill in implementing quality improvement initiatives
• Proficiency in managing and facilitating change within the organization, including implementing new processes, technologies, or organizational structures
• High level of personal integrity, and the ability to professionally handle confidential matters and demonstrate the appropriate level of judgment and maturity in risk decision making
• Ability to learn and understand the business, particularly staffing and client needs quickly and utilize available information to think critically in a fast-paced environment
• Ability to lead a team effectively while working closely with them and operational leadership to identify, design and implement changes in process or tools to improve efficiency
• Ability to analyze a high-level goal, identify any sub-tasks and pre-requisites, then design and execute an effective plan to satisfy all requirements with minimal instruction or guidance
• Capacity to develop and execute strategic plans for the Tower operations department that align with organizational goals and regulatory requirements
• Excellent written and verbal communication skills; interpersonal and collaborative skills; and the ability to communicate security and risk-related concepts to technical and non-technical audiences
• Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals
• Experience in establishing technical metrics for reporting

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