Total compensation is competitive. Salary is commensurate with qualifications and experience.
1st Shift (Days)
The mission of University of Washington Medicine is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists and other health professionals. UW Medicine owns or operates the following: Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children's University Medical Group and Seattle Cancer Care Alliance a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children's.
The UW is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.
The UW MEDICINE CONTACT CENTER is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times. The Contact Center has an outstanding opportunity for a full-time professional staff PROJECT MANAGER.
As part of the Contact Center's Project Management Process Improvement Office (PMPIO), this mid-level Project Manager will provide leadership and project management coordination during implementation of technological and systematic workflows at the Contact Center. The Project Manager will have responsibility for all phases of the project, including planning, process development, and execution of core project deliverables, training, testing, implementation, and post-project review. As such, the Project Manager will need to have the ability to make some decisions of authority, particularly real-time decisions that affect the ability to meet project goals and timelines. The Project Manager will play a key role in the analysis, design, implementation, facilitation, and improvement of operations, systems, and processes by applying standard project management practices, lean principles, and other process improvement techniques. The Project Manager will analyze and improve patient appointing, online appointment requests, referral, registration, customer services, and other Contact Center-related processes. The Project Manager reports to the Manager, UW Medicine Contact Center PMPIO, and represents the Contact Center to internal and external stakeholders.
As part of the PMPIO, the Project Manager has system-wide responsibilities (Harborview Medical Center, UW Medical Center, Northwest Hospital, UW Neighborhood Clinics, and UW Physicians). The Project Manager will be part of the team responsible for managing improvement projects for the Contact Center to support the strategic UW Medicine Health System goals, operating plans, and priorities. This will include cross-enterprise standardization recommendations; process and workflow redesign, development, and implementation; and tracking of the effectiveness of newly launched processes through clinic and patient feedback and monitoring of key performance indicators. his Project Manager will frequently interact with a wide variety of clinic staff, including: clinic managers, nurse managers, PSS/BO Supervisors, PSS/PCCs, program coordinators, and physicians (including chiefs/directors).
The position will be responsible for collecting and providing analytical data that will be used by leadership to leverage critical decisions. The role is key to moving the Contact Center away from manual workflows and developing more efficient automation.
Duties & Responsibilities:
Work in conjunction with others in the PMPIO to ensure that initiatives and projects are identified, prioritized, and communicated appropriately to internal/external clients.
Develop a detailed project plan to guide the migration to new advanced technology that supports standardized policies for the Contact Center.
Complete a thorough assessment of an assigned workflow at the Contact Center and call the appropriate team together to implement changes to the workflow and/or new technology.
Report project status weekly to Contact Center leadership and department/client stakeholder in a standardized template format. Report progress and barriers on an ongoing basis.
Execute Project Tasks:
Ensure the completion of key project tasks as defined by the project plan.
Develop, validate, train, and implement standardized operating procedures.
Report project status on a regular basis to Contact Center leadership and departmental /client stakeholders in a standardized format, including escalation of any barriers.
Collaborate with IT, Communication Technologies, and various operations departments to develop, test, and deploy any project components needed prior to implementation.
Coordinate testing of new processes and procedures prior to implementation.
Assist with development of training curriculum.
Coordinate training of new processes and procedures.
Partner with IT and Communication Technologies services to ensure necessary support for implementation.
Provide on-site direction and support at implementation, including management of escalated issues and development of countermeasures.
Ensure projects are completed on time and in scope.
Facilitate post-implementation assessments to determine any needed adjustments and best practices for future projects.
Responsible for successful transition of any ongoing maintenance activities to the appropriate operations team.
Best Practices & Standardization:
Support Contact Center initiatives to standardize processes that improve the patient scheduling experience.
Participate and/or facilitate cross-department workgroups in support of process improvement initiatives.
Bachelor's Degree in Business Administration, Healthcare Administration, Finance, Statistics or related field.
At least three (3) years of experience working with healthcare business operations, with a particular focus on integrating new technology to standardize and improve patient appointing, registration, customer service, and other related processes, preferably within a contact/call center environment and for a large healthcare system.
Demonstrated excellence in client interaction, and written and verbal communication skills.
This entry-level Project Manager should have experience working on projects, building project plans, providing status updates, testing, or other project support-level work.
Experience using project management tools including MS Project and Visio. Advanced experience with Microsoft Excel.
Demonstrated ability to efficiently and effectively act on timelines and deliverables.
Good verbal and written communication skills, including negotiation and collaboration with positive results.
Experience overcoming barriers in the best interest of the patient or customer.
Must be able to work under pressure with multiple deadlines in a fast-paced environment.
Strong knowledge of healthcare business operations (appointing, registration, etc.).
The ability to work with demanding timelines and excellent organizational skills are key to this role.
Experience handling diverse work assignments that range in duration and time sensitivity, with frequent interruptions and emergent priorities.
3-5 years of experience working with healthcare business operations, with a particular focus on integrating new technology to standardize and improve patient appointing, registration, customer service, and other related processes, preferably within a contact/call center environment and for a large healthcare system.
Formal project management training/education and/or certification such as PMP.
Knowledge of MS SharePoint tools.
Epic Cadence/Prelude experience (templating experience a plus).
Epic inbasket, staff messaging, and telephone encounter experience.
Experience with patient scheduling, referral, registration, and insurance verification processes.
Process improvement experience, preferably within a healthcare or contact/call center environment.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergra...duate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.