Manager Outpatient Access Center

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

This manager position leads the Primary Care scheduling teams and oversees the UNC single phone line, which acts as a primary entry point into UNC Health. The role operates in a high-volume, fast-paced Access Center environment and is responsible for both people, leadership and continuous workflow optimization at scale.

This is a remote leadership role, and the individual will be managing teams that handle complex scheduling workflows across Primary Care; Family Medicine, Pediatrics and Internal Medicine, while also supporting system-level access initiatives. The Outpatient Access Center is not your traditional clinic environment; it functions as a centralized, enterprise-level operation focused on access equity, operational consistency, scalability across specialties, and enhancing the patient experience from their very first contact.

This opportunity is especially appealing for a leader who thrives in fast-paced, high-volume operational settings, is comfortable leading remote teams, and can see the bigger picture around patient access beyond day-to-day management. The ideal candidate is energized by complexity, embraces change and system improvement, communicates confidently with both operational and clinical partners, and can lead through ambiguity while maintaining stability and trust.

Responsibilities:
1. Practice Access - Responsible for the management of and maintaining the HCS principles to ensure access to services, efficiency of scheduling, and supporting patient and interdepartmental direct scheduling. Ensures system access policies are implemented
2. Leading People - Leads people toward meeting the organization's vision, mission, and goals. Ensures departmental goals match those of the organization and resources are allocated to meet priorities. Establishes an environment that creates incentives for, and eliminates barriers to, a team and patient centered environment. Articulates common goals and communicates how individual roles contribute to team success. Sets productivity and quality standards for and ensures accountability among staff.
3. Leading Change - Proactively assesses the need for change and obtains resources and buy-in to implement change initiatives. Communicates effectively and appropriately. Takes action to ensure employees fully understand their roles, responsibilities and performance standards/expectations and provides ongoing feedback and support. Treats everyone in a manner that demonstrates fairness and consistency. Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.
4. Results Driven - Exceeds departmental and organizational goals and customer expectations. Participates in decision making that produce high-quality results by applying knowledge, analyzing problems, and calculating risks. Consistently conveys that customers are the highest priority. Communicates in a manner that promotes and sustains customer satisfaction and encourages others to do the same. Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor budgetary responsibilities. Has a clear understanding of access metrics, and utilizes data tools to monitor and ensure improvement and/or goals are being met.
5. Strategic Planning - Actively participates in the overall vision, mission, direction, goals and objectives of the department and system. Participates in the strategic planning process, establishes and achieves long range goals, and ensures the implementation of strategic business plans. Supports strategic planning by learning from and working with healthcare institutions across the country.

Other information:
Education Requirements:
* Bachelor's degree in an appropriate discipline. Three years of experience in a healthcare setting, preferably in a physician office or outpatient. Two years of supervisory experience in a healthcare setting.
If an Associate's degree: Seven (7) years of experience in a healthcare setting, preferably in a physician office or outpatient setting. One year (1) Supervisory experience in a healthcare setting.
Licensure/Certification Requirements:
* NA
Professional Experience Requirements:
* Five (5) years or practice access, clinical integration, call center or related experience
Knowledge/Skills/and Abilities Requirements:
* Excellent organizational skills, able to manage multiple priorities by outstanding verbal and written communication skills. Attention to detail, Self-motivated and able to work independently with minimal supervision. Relationship building skills to establish and maintain effective working relationships with providers, management, staff, and contacts outside the organization.

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Patient Access Center - CASI

Work Type: Full Time

Standard Hours Per Week: 40.00

Pay offers are determined by experience and internal equity

Work Assignment Type: Remote

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.