The director will lead our enterprise-wide access programs, partnering with our Information Services Division (ISD) to provide oversight, strategy, and direction for designing, implementing, and supporting robust system access solutions (via Epic@UNC and other technical solutions) aimed at enhancing accessibility, leveraging automation, and transforming the patient experience.

General:

• This position is a critical member of the UNC Care Access & Service Integration (CASI) leadership team that forms the system’s access direction, policy, objectives, and goals.
• Responsible for driving operational success, optimizing performance, and developing ongoing access improvement strategies in response to ever changing market forces.
• This director is a crucial contributor to strategy, future programs, business development, presenting analysis, recommendations, and new initiatives to UNC Health senior management.

Technology & Analytics:

• Provide strategic direction and operational oversight of the implementation and optimization for the organization’s advanced technology access infrastructure, streamlining process, and ensuring alignment with organizational goals and industry best practices.
• This position requires a unique combination of skill and advanced expertise in access programs, quality measures, analytics and statistical methodologies, and a wide array of quality improvement strategies and methodologies including an in-depth working knowledge of and expertise in Epic@UNC (Cadence, Ambulatory, MyChart, Cogito, etc.).

Leadership

• The Director must, effectively plan, implement, and manage multiple system-level initiatives and is responsible for leadership and supervision of a team dedicated to establishing the strategic framework necessary to achieve UNC HCS and CASI goals with relation to access solutions, care delivery design, quality, and patient experience.
• Lead the evaluation and adoption of innovation technology that enhance healthcare delivery and accessibility.
• Collaboration with ISD, healthcare providers, administrators, and executives to align technology solutions with the organization’s healthcare access goals.
• Foster partnerships with external entities, including vendors to stay at the forefront of industry advancements.
• Cultivate a culture of innovation by promoting creative thinking, proactively identify emerging trends, and fostering collaboration among cross functional teams.

Leading Change

• Leads people toward meeting the organization’s vision, mission, and goals.
• Ensures that departmental goals match those of the organization and that resources are allocated to meet priorities.
• Establishes an environment that creates incentives for, and eliminates barriers to, a team environment.
• Articulates common goals and communicates how individual roles contribute to team success.
• Proactively assesses the need for change and obtains resources to implement change initiatives. Communicates effectively and appropriately.
• Takes action to ensure that teams fully understand their roles, responsibilities and performance standards/expectations and provides ongoing feedback and support. Treats everyone in a manner that demonstrates fairness and consistency
• Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.

Results

• Exceeds departmental and organizational goals and customer expectations.
• Participates in decision making that produces high-quality results by applying knowledge, analyzing problems, and calculating risks.
• Consistently conveys that customers are the highest priority.
• Communicates in a manner that promotes and sustains customer satisfaction and encourages others to do the same.
• Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor budgetary responsibilities.
• Utilizes data analytics to inform decision-making processes, proactively identify areas for improvement, and measure the impact of technology and innovation initiatives on healthcare access.
• Analyzes and resolves complex issues to maximize efficiency.
• Ensures all proper internal controls are in place to safeguard assets of the system and satisfies internal and external regulatory requirements.

Strategy

• Sets the overall vision, mission, direction, goals, and objectives of the department and aligns prioritizes within the CASI portfolio.
• Participates in the strategic planning process, establishes, and achieves long range goals, and ensures the implementation of strategic business plans.
• Consulting: Engage key UNCHC, CASI, ISD, and Epic leaders in designing and supporting system-level improvement change & access transformation through Epic@UNC or other technical solutions and various groups/governance channels.

Education Requirements:

• Bachelor’s degree in accounting, Business Administration, Finance, Health Administration, or related field. Master’s degree preferred.

Licensure/Certification Requirements

• No licensure or certification required.
• Lean Six Sigma preferred or PMP Certification preferred.

Professional Experience Requirements

• If Bachelors: Six (6) years of practice access, clinical integration, or related experience, including at least Two (2) years in management.
• If Master’s: Five (5) years of practice access, clinical integration or related experience including at least one (1) year in management.

Knowledge/Skills/and Abilities Requirements

Experience and proven effectiveness in the application of continuous quality improvement methodology. Experience and proven effectiveness in system-level redesign through subject matter experts/stakeholders/governance channels. Consulting, designing, building, developing enterprise-wide training materials. Experience and proven effectiveness in the development, implementation, and application reporting/analytics. Working knowledge of and proficiency with Excel, Epic applications, Analytics, and Agile Product Development and lean methodologies.