Director Service Optimization

— making cross-functional relationship-building a cornerstone of success in this role. No two days look exactly alike, but a typical day may include:

• Active participation in

such as System Access, Patient Financial Experience, and Customer Experience

• Leading and contributing to

that include Directors, Senior Directors, and Vice Presidents across Revenue Cycle, Operations, and Corporate functions

• Driving

from concept through execution with minimal direction

• Engaging with

to align priorities, remove barriers, and communicate progress

• Balancing

1. Leads and mentors a multidisciplinary team of high-performing subject matter experts, including consultants, analysts, and technology super users. Provides strategic direction, clears blockers, solves problems, teaches and guides their team through the scenarios they might face. Foster a one team environment by creating a culture of innovation, accountability, and high reliability in service delivery. Will intake new project request and manage the workload of team members.
2. Drives service optimization initiatives through process improvement, automation, and streamline workflows to reduce costs and eliminate non-value-added tasks. Facilitates customer experience expectations between business stakeholders, executive leadership, and technical partners. Maintain communication with business stakeholders across Revenue Cycle, service lines, call center, and operations such as hospital services, BMG, BUMG, MD Anderson, Banner Imaging, Banner Physical Therapy, Banner Urgent Care, etc. Work with technical partners such as IT, data warehouse and infrastructure teams to ensure that applications meet all needs and that resources are aligned.
3. Owns the vision and execution of a complex operational roadmap of upcoming features and enhancements. Must work with all stakeholders in order to prioritize and forecast work to meet all needs. Oversees the allocation of resources to ensure that the work is completed in the right sequence. Ensures solutions are scalable, consistent, and aligned with the needs of Sofia and other key personas.
4. Leverage existing knowledge and experience to serve as a strategic liaison between business and technical teams, holding both accountable for the various technologies, including the build and maintenance of new and existing platforms as well as data governance, architecture, security, data synchronization, refresh cycles and analytic definitions. Partners with leaders in IT, HR, Finance, and Operations to align technology deployment with service optimization goals and ensure seamless execution of outlined strategies.
5. Provides subject matter expertise in-service optimization data sets and databases. Serves as business owner over proper flow of data between tools such as CRMs, EHRs, online scheduling, provider data management, financial and revenue systems, various health plan resources, and self-service tools. Can pull, analyze, manipulate, and troubleshoot data from multiple sources and systems. Oversees data integration and flow to ensure accurate, secure, and actionable insights.
6. Establishes and enforces standards, policies, procedures, application use and end-to-end process documentation. Ensures implementation, storage, maintenance, and adherence to department and company standards as well as compliance with regulatory requirements.
7. Oversees the preparation of business cases and proposals for new technologies and process improvements. Reviews technical documentation to ensure alignment with business requirements, data integrity, and long-term sustainability. Identifies, investigates, tracks, and resolves complex project deliverables ensuring the solution is timely and of acceptable quality. Collaborates with key stakeholders to design, develop and implement scorecards and dashboards metrics to monitor ongoing progress.