Overview
How you move is why we're here. ®Now more than ever.
Get back to what you need and love to do.
The possibilities are endless...
Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize
the abundant opportunities for growth and success.
If this describes you then let's talk!
HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.
Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.
HSS Connect, Senior Director
Performance & Optimization
Full-Time
Position Overview
The Senior Director of Performance & Optimization supports HSS' organizational access strategy by working with physicians, their office managers, service lines and operational leaders to translate physician and organizational access goals into consumer capture and new patient conversion. The ideal candidate will leverage a blend of operations and technology to expand access to HSS' world-renowned musculoskeletal care. The Senior Director serves as a liaison for HSS Connect providing ongoing, customized provider feedback on access optimization opportunities, including modifications to templates, condition management, channels, and capacity management functionality.
The successful candidate is a versatile leader with demonstrated experience in operations and Information Technology. Patient journey mapping and persona development, project management, technology sourcing and implementation, and solution road-mapping are skills for the successful candidate. The Senior Director partners closely with senior leadership to define the technology vision and strategy, enabling near-term goals for the organization while planning for future consumer demand. The Senior Director will report to the AVP, HSS Connect and oversee the Associate Director, HSS Connect of Performance & Optimization and department analyst(s).
Key Responsibilities for the Senior Director include but are not limited to:
- Work with physicians and office managers to optimize scheduling criteria for new patient conversion.
- Identify innovative solutions to improve volume capture and prevent leakage
- Lead efforts to increase provider channel adoption and engagement.
- Develop performance dashboard for the contact centers, including operational management support tools, as well, as physician specific dashboards; partner with analytics team to create and maintain reporting tools or dashboards to track physician success rates and conversions across all patient channels.
- Meet with key stakeholders (Service Line Chiefs, physician practice management, service lines, office managers, physicians) on a monthly basis to provide feedback, education, and suggestions to address areas of opportunity.
- Partner with senior leadership to set the digital vision and technology roadmap to capture future patient demand.
- Work closely with leadership and business stakeholders (including those in service lines, business operations, and operations excellence) in identifying and tracking issues, risks and dependencies that can impact access success.
- Evaluate multiple products where digital solutions would make a positive impact on patient access and bring a data-driven approach to digital solution prioritization, design, development, implementation, and post implementation monitoring.
- Assist with vendor selection efforts.
- Parse through available data within HSS (e.g. phone system, speech analytics, registration, etc.) to identify trends/opportunities for digital solutions
- Develop presentations for various governance groups/leadership meetings as well as share existing digital efforts and seek input from clinical and operational leaders on new ones
- Support Leadership in establishing and managing governance teams established for access and messaging
- Collaborate and coordinate across stakeholders to execute on prioritized digital/technology roadmap efforts.
First-Year Aspirations:
The new Senior Director of Performance and Optimization will be expected to achieve the following goals in the first twelve to eighteen months of their tenure:
- Build rapport and instill confidence with the Senior Vice President and AVP, Patient Access Service, access leaders, IT and Digital partners, key operational stakeholders, physician partners, and team members.
- Demonstrate political savvy and sensitivity in interactions with all groups in a complex, relationship-driven organization to become a trusted partner with diverse stakeholders throughout HSS.
- Develop a deep understanding of HSS and promote culture, fostering collaboration while achieving expected outcomes.
- Creates a sense of belonging and inclusion within all project teams and respects diverse perspectives.
- Model the values and principles of Hospital for Special Surgery.
- Partner with analytics team to create real-time dashboards for operational stakeholders and provider/department specific dashboards for performance transparency.
- Increase physician access channel participation.
- Identify means to measure and reduce new patient missed opportunity.
- Depict key patients' journeys and identify opportunities to improve experience (patient, agent, provider) through reduced touchpoints, digital first solutions, or operational improvements.
- Draft three-year technology roadmap to industry leading best practices in Access.
- Partner with IT and digital teams to source best-in-class solutions.
- Serve as operational project management lead in partnership with IT/Digital teams to execute key initiatives and technology road map.
Skills and Experience - Required
- Master's degree preferred
- 5 years minimum of experience within healthcare (contact center preferred, omnichannel, digital, IT, or software implementation)
- 3 years minimum experience with technology/digital solutions
Skills and Experience - Preferred
- 4+ years of experience leading and developing employees
- Excellent communication, problem-solving, and process management skills
- Demonstrated ability to translate complex issues into solutions, combined with an innovative and progressive approach industry related technology and strategic implementation required
- Demonstrated track record of project managing cross-departmental initiatives and programs, from design to execution in expedited timeframes in technology or healthcare
- Ability to effectively influence in the absence of authority
- Experience with omni-channel contact center technologies and implementation, and/or patient self-services scheduling solutions
- Strong organizational and leadership skills
- Ability to collaborate effectively and follow up to ensure achievement of outcomes and results.
Other Requirements
#LI-Hybrid
