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 other financial assistance to patients. BJC also contributes to research, emergency preparedness, regional health care safety net services, health literacy, community outreach, and regional economic development.

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

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 involves 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, training, workload management, performance evaluations, and professional development. Ensure team productivity supports 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 enhance operations.
• Participate in hospital performance improvement initiatives impacting 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 systemwide goals and initiatives.

Minimum Requirements

Education

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

Experience

• 5-10 years

Supervisor Experience

• 2-5 years

Preferred Requirements

Education

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

Experience

• 10+ years

Supervisor Experience

• 5-10 years

Benefits and Legal Statement

BJC Total Rewards

We are committed to providing benefits to support your well-being, including medical, dental, vision, life insurance, legal services, disability insurance, pension and 401(k) plans, tuition assistance, and more.

For more information, visit www.bjctotalrewards.com/Benefits.

*Benefits vary by position and employment status.

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