GENERAL SUMMARY: Reporting to the Director, System Access, responsible for the administrative operations, complex technical platforms to include telephony, Customer Relationship Management (CRM) and Epic, as well as registration and insurance verification functions for patient and provider access. Directs supervisors and coordinators in the hiring, onboarding, training, quality assurance, performance metrics monitoring and key performance indicator reporting. Communicates performance expectations to ensure front-line staff understand and are accountable to standards. Utilizes complex telephony and analytics technology to create patient and provider exemplary workflows/processes to deliver the Henry Ford signature experience. The Manager, System Access Operations extracts sophisticated reports for administrative and physician leadership in System Primary Care, specialty departments, radiology departments and service lines to provide strategic and operational improvement opportunities. Partners with Access Technology, Network Financial Clearance, Virtual Care and Epic leadership to enhance and optimize digital portals for patients and providers. EDUCATION/EXPERIENCE REQUIRED: + Bachelor's Degree in business, health care or related field. + Master's Degree preferred. + Two (2) years of previous leadership experience in a healthcare setting with progressively increasing responsibility required. + Knowledge of call center operations. + Knowledge of complex telephony. + Knowledge of data mining, analytics or senior level reporting. + Knowledge of EMRs (Epic preferred) and MyChart technical functionality. + Knowledge of call center technology as workforce management, scheduling builds and protocols, Customer Relationship Management preferred. + Knowledge of revenue cycle process including billing, registration, insurance verification and point of service collection preferred. + Comprehensive knowledge of clinical processes and workflows preferred. + Experience with adult training methods preferred. Additional Information + Organization: Corporate Services + Department: Ambulatory Contact Center + Shift: Day Job + Union Code: Not Applicable Additional Details This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above. Overview Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers . Benefits The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits. Equal Employment Opportunity/Affirmative Action Employer Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.