Director, Pre-Arrival Contact Center
: Job Details :

Additional Information About the Role

Director, Pre-Arrival Contact Center with BJC HealthCare

This leader will oversee a team of 185 FTEs and needs to understand contact center platforms, including forecasting volumes for staffing, reporting, and strategy work.

Overview

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois, and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban, and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care, and hospice.

BJC is the largest provider of charity care, unreimbursed care, and community benefits in Missouri. It provides $785.9 million annually in community benefits, including $410.6 million in charity care and financial assistance to ensure access to medical care regardless of ability to pay. Additional community benefits are provided through research, emergency preparedness, regional health care safety net services, health literacy, community outreach, and economic development.

Patients have access to the latest medical advances through a formal affiliation between Barnes-Jewish Hospital, St. Louis Children's Hospital, and Washington University School of Medicine, ranked among the top medical schools nationally.

Preferred Qualifications

Role Purpose

Under the supervision of the Vice President of Patient Access, the director will have system-wide responsibilities over people and patient access operations. The role includes integrating patient access policies, overseeing staff performance and quality, and collaborating with hospital leadership to ensure a positive patient experience and continuous financial improvement.

Responsibilities

• Manage staff including onboarding, hiring, training, workload management, performance evaluations, and professional development. Ensure team productivity aligns with departmental goals.
• Develop and adhere to staffing, revenue, and expense budgets, responding to business changes affecting goals.
• Ensure operational efficiency and compliance with policies, procedures, regulations, laws, and standards.
• Create and monitor key performance metrics and reporting to improve operations.
• Participate in hospital performance improvement initiatives impacted by patient access.
• Collaborate with revenue cycle and hospital leadership to develop real-time training programs for staff.
• Engage staff through goal-setting techniques to promote understanding of system-wide goals and initiatives.

Minimum Requirements

Education

• Bachelor's Degree in Finance, Business, or related field

Experience

• 5-10 years in relevant roles

Supervisor Experience

• 2-5 years in supervisory roles

Preferred Requirements

Education

• Master's Degree in Business, Healthcare Administration, or related field

Experience

• 10+ years in relevant roles

Supervisor Experience

• 5-10 years in supervisory roles

Benefits and Legal Statement

BJC Total Rewards

We are committed to supporting your well-being through comprehensive benefits, including medical, dental, vision, life insurance, legal services, disability insurance, pension and 403(b) plans, tuition assistance, and more.

• Benefits start first day after hire

To learn more, visit www.bjctotalrewards.com/Benefits

*Benefits may vary by position

This description aims to outline the general responsibilities and qualifications for this role and is not exhaustive. BJC is an Equal Opportunity Employer.

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