<p>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.</p> <p>EDUCATION/EXPERIENCE REQUIRED:</p> <ul> <li>Bachelor's degree in business, health care or related field. </li><li>Master's preferred. </li><li>Two (2) years of previous leadership experience in a healthcare setting with progressively increasing responsibility required. </li><li>Knowledge of call center operations. </li><li>Knowledge of complex telephony. </li><li>Knowledge of data mining, analytics or senior level reporting. </li><li>Knowledge of EMRs (Epic preferred) and MyChart technical functionality. </li><li>Knowledge of call center technology as workforce management, scheduling builds and protocols, Customer Relationship Management preferred. </li><li>Knowledge of revenue cycle process including billing, registration, insurance verification and point of service collection preferred. </li><li>Comprehensive knowledge of clinical processes and workflows preferred. </li><li>Experience with adult training methods preferred. </li></ul> <p>Additional Information</p> <ul> <li>Organization: Corporate Services </li><li>Department: Ambulatory Contact Center </li><li>Shift: Day Job </li><li>Union Code: Not Applicable </li></ul>