Job Summary Responsible for the daily operations of the department to help provide access to system and community services. Serves as a resource for communication and access to services for members, patients, consumers, providers, employers, decision-makers, and other organizational customers and payers. Provides leadership and direction to the staff to assure appropriate and timely communication and information regarding medical service access, physician and service referral, and direction to all services offered. Supports internal and external customer needs and offers input on process improvement to meet those needs via resources available throughout the System. Job Duties Maintains open communication among marketing and triage personnel, practice sites, physicians, advisory groups, and consumers. Supports personnel in the pursuit of knowledge and resolution of problems. Supports and defines goals, policies, and procedures. Supervises quality audits to support the quality assurance process and ensures the staff meet all departmental productivity and quality standards, including integration analysis and testing. Coaches employees as needed to meet performance standards. Creates, maintains and files all logs and documentation of staff performance and compliance with department goals and targets. Assists with Human Resources issues, such as performance evaluation, recruitment, hiring and adherence to departmental policies and taking disciplinary action as required. Reviews daily, weekly and monthly statistical reports as requested by the department leader. Maintains adequate staffing levels consistent with patient volumes, assuring optimal customer service and performance. Ensures time and attendance records are kept current and variations are brought to the attention of the department in a timely fashion. Shares on-call coverage rotation to ensure optimal department operations during off-shift hours. Uses open communication to identify and resolve problems within and between departments. Conducts team meetings and involves staff in decision-making. Promotes activities that recognize and reward staff. Develops educational programs to meet process changes within the department. Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. •Relevant experience may be a combination of related work experience and degree obtained (Associate's Degree = 2 years; Bachelor's Degree = 4 years). Position Details Education High School Diploma or Equivalent (GED)- (Required) Experience Minimum of 5 years-Relevant experience• (Required), Minimum of 1 year-Managerial/Supervisory (Preferred) Certification(s) and License(s)

OUR PURPOSE & VALUES

Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

KINDNESS

We strive to treat everyone as we would hope to be treated ourselves.

EXCELLENCE

We treasure colleagues who humbly strive for excellence.

LEARNING

We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.

INNOVATION

We constantly seek new and better ways to care for our patients, our members, our community, and the nation.

SAFETY:

We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.