Mgr-Referring Physician

GENERAL SUMMARY:

Reporting to the HFMG Director of Access Services, the Manager is responsible for providing professional leadership and administrative direction for telephone and internet advocates. The Manager works in partnership with the Department Administrators, Chair, Division Heads, Corporate Marketing and system leaders to develop a high customer service environment supporting timely access for physicians and their surrogates. Responsible for managing all operations for Referring Physician Office (RPO), Discharge and Online business. The Manager is responsible for carrying out a series of leadership and management activities aimed at customizing education and staff roles, improving subspecialty operations, enhancing communication and feedback and being accountable for services provided to recipients. This role is responsible for maintaining and leveraging departmental technologies related to telephony and CRM. Collaboration with vendors and HFHS IT staff is essential.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Helps identify at risk areas for communication breakdowns and information transmission to external physicians.

2. Utilizes contact management software that provides for easy dissemination of this information to key stakeholders within HFMG.

3. Oversees the System physician communication work, including the Epic failed fax work queue and staff.

4. Key customers are private physician offices, the Helios team, HFHS IT and departmental staff.

5. Supervises the Statewide Growth Strategy Physician Access Coordinators to ensure all work related to hospital to hospital transferred patients and their referring physician have timely and appropriate communications.

6. Provides leadership and direction to maintain a functioning RPO/Contact Center Division of the Patient Access and Referral Services supporting multiple product lines throughout Henry Ford Health System.

7. Is responsible for all aspects of the Department's operation including hiring, training, discipline, scheduling support staff, identifying and solving process problems, coordinating activity across product lines, system lines and work in concert with HFWH, HFBH, Marketing and in concert with department groups within the RPO/Contact Center.

8. Is responsible for physician communication technology, staff, process improvement and expansion of services

9. Staffs key committees and workgroups including the HFH readmission team, senior staff orientation, PALs, and specialty departmental meetings

10.Sets and maintains performance standards, promotes staff education and development, monitors and maintains the quality of service provided to patients.