Responsible for the daily operations of the department to help provide access to system and community services. Serves as a resource for communication and access to services for members, patients, consumers, providers, employers, decision-makers, and other organizational customers and payers. Provides leadership and direction to the staff to assure appropriate and timely communication and information regarding medical service access, physician and service referral, and direction to all services offered. Supports internal and external customer needs and offers input on process improvement to meet those needs via resources available throughout the System.
Maintains open communication among marketing and triage personnel, practice sites, physicians, advisory groups, and consumers.
Supports personnel in the pursuit of knowledge and resolution of problems.
Supports and defines goals, policies, and procedures.
Supervises quality audits to support the quality assurance process and ensures the staff meet all departmental productivity and quality standards, including integration analysis and testing.
Coaches employees as needed to meet performance standards.
Creates, maintains and files all logs and documentation of staff performance and compliance with department goals and targets.
Assists with Human Resources issues, such as performance evaluation, recruitment, hiring and adherence to departmental policies and taking disciplinary action as required.
Reviews daily, weekly and monthly statistical reports as requested by the department leader.
Maintains adequate staffing levels consistent with patient volumes, assuring optimal customer service and performance.
Ensures time and attendance records are kept current and variations are brought to the attention of the department in a timely fashion.
Shares on-call coverage rotation to ensure optimal department operations during off-shift hours.
Uses open communication to identify and resolve problems within and between departments.
Conducts team meetings and involves staff in decision-making.
Promotes activities that recognize and reward staff.
Develops educational programs to meet process changes within the department.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
May require extended periods of time where you will be standing or walking. You must be able to push, pull or lift up to 20 lbs.
High School Diploma or Equivalent (GED)- (Required)
Minimum of 10 years-Relevant experience* (Required), Minimum of 1 year-Managerial/Supervisory (Preferred)
We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.