MAJOR FUNCTION:

The Associate Director of Access Engagement provides administrative support for the Access Management Team at Inspira. This role assists with overseeing operators and call center scheduling, referral management, and customer service as well as the Clinical Coordination staff within Access management. The Associate Director is responsible for supporting the development of workflows and structures to ensure optimal quality of care and continuity for callers requesting access to Inspira services. Key responsibilities include supporting an exceptional patient experience, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include patient satisfaction, call efficiency, low abandonment rate, staffing utilization, provider and employee engagement.

QUALIFICATIONS:

Education & Experience:

Bachelors degree required. 3 years experience managing a team is required. 2 1year minimum Call Center experience is required.  Experience in healthcare preferred.  Proficient skills with computer programs and call center technologies. Strong interpersonal and time management skills. Experience using a CRM platform, MS Dynamics preferred.

Physical Requirements

 Place an N, O, F or C in the boxes below

 N: Never     O: Occasionally (<20%)    F: Frequently (20%-80%)    C: Constantly >80%)

Lifting <20lbs O Standing O Sitting O Lifting 20-50lbs O Climbing O Kneeling O Lifting>50lbs O Crouching O Reaching O Carrying O Hearing O Walking O Pushing O Talking O Vision O Environmental Conditions Noise O Varied Temperatures O Cleaning Agents O Noxious odors O Patient Exposure O Operative Equipment O