Job Summary

The Service Line Manager for Access Points is responsible for the strategic oversight, coordination, and growth of all health system micro hospitals, free-standing ERs (FSEDs) and similar access points in the Phoenix and Tucson areas. Primary responsibility is to grow individual facility volumes, expand market share in the service line, provide coordinated best practices among facilities, and to serve as the primary point of contact for physicians, executive teams, practices and community stakeholders. The Service Line Manager will also assist Group, Market and Hospital CSOs to facilitate and carry out strategic initiatives and outreach activities related to the service line. The Service Line Manager will work with marketing staff to develop marketing plans for each micro hospital and FSED and act as the liaison between Micro hospitals, FSEDs, full-service hospitals, clinics, staff, and patients to ensure a collaborative approach to patients’ experience and needs. He/she builds, maintains, and oversees the performance dashboard development and reporting for all micro hospitals, FSEDs and other access points in the market. The Service Line Manager works collaboratively with operations leaders to ensure all providers and access point leaders are engaged and executing industry best practices. The Service Line Manager will establish and execute effective initiatives, plans and tactics for programs, physician integration and engagement, and resource utilization with the objective of increasing growth, quality, efficiency, physician satisfaction and patient experience. He/she leverages system scale and capability to achieve success. He/she will represent the health system at community events, physician leadership meetings and other forums.

• FINANCE 
  • Ensures the financial viability of microhospital, FSED and access point facility initiatives and capital investments 
  • Develops, monitors, and reports operational and capital budgets related to service line  
  • Assist with budget preparation and adherence based on volume and conversion strategies 
  • Monitors productivity/cost per unit of service on a regular basis to meet established budgetary guidelines. Share best practices in staffing models between facilities. As necessary establish and implement action plans when variances occur. 
  • Ensures compliance with all appropriate healthcare/physician related legislation and regulations
• GROWTH 
  • Interfaces with market leadership, hospital executive teams and facility directors to provide effective strategic and operational direction and oversight for microhospitals, FSEDs and similar access points in Phoenix and Tucson markets 
  • Partners with executive teams, strategy team, physicians and other key stakeholders to develop short and long range business plans and operating and capital budgets for the service line. Under direction of the CSO/Director of Strategy, implements business plan initiatives related to the service line.
  • Identifies and prioritizes service line growth opportunities (e.g., outpatient services and elective procedures in microhospitals, diagnostic screenings in FSEDs); Develops executive summaries and pro formas to advocate for the opportunities; Executes on and operationalizes growth initiatives, as approved 
  • Links successfully the services with outreach initiatives (B2P), consumer marketing (B2C) and employer product offerings (B2B) 
  • Evaluates and reports volume trends and variances and formulates action plans to address unfavorable variances and problem areas 
  • Supports organization and facility strategies to increase volumes and enhance continuity of care within the health system 
  • Works closely with EMS liaisons to partner with EMS providers, ensuring satisfactory service and experience at the facilities 
  • Collaborates with marketing and communications team to create service line marketing plans and promote earned media opportunities 
  • Assists in analyzing, identifying and prioritizing new access points for the health system; Develops executive summaries, capital requests and pro formas related to expansion initiatives within the service line. 
  • Leads new access point initiatives and expansion projects to ensure successful planning, execution, transitions from construction to operations, and facility openings; Partners with facility director throughout planning and opening phases
• PEOPLE 
  • Establishes collaborative relationships with directors and managers within the microhospitals, FSEDs, access point facilities and full-service hospitals 
  • Maintains ongoing communication vehicles to update facility directors, medical and clinical staff on service line and program goals and objectives 
  • Promotes employee engagement through staff participation in department operations and activities 
  • Assists the facility director with the formation, implementation and maintenance of policies and procedures, job descriptions, and competencies with the service line 
  • Fosters meaningful physician relationships that forward the mission of the health system
• SERVICE 
  • Engages and supports providers, staff and team members as integral parts of the service offerings Develops and enhances physician relationships along the microhospital and FSED continuum of care to ensure their engagement and satisfaction with service line 
  • Serves as an advocate, liaison and resource in best practices, operational functions and cooperative projects between market facilities; Promotes integration of services with other facilities and practices.
  • Engages physicians to promote collaborative relations as measured by physician satisfaction survey
  • Assists facility director in promoting positive patient experience through various stages of care as measured by patient satisfaction survey; Monitors social media postings and works with marketing team to provide effective responses 
  • Promotes excellence in patient experience by monitoring results and sharing best practices between facilities; Partners with facility director to develop and implement actions plans to improve the overall patient satisfaction scores 
  • Interacts effectively and efficiently with facility director, management and staff to ensure issues are resolved in a timely manner; Collaborates with facility leadership to resolve physician partner concerns. Serves as microhospital, FSED and access point representative on executive leadership teams, governing boards or medical staff committees, as requested

• Special Skills
  • Advanced interpersonal skills and emotional intelligence. 
  • Ability to translate data into meaningful information to drive performance metrics.
• Minimum Requirements
  • Education: Master's degree in business administration, healthcare administration or related field.
  • Experience: Minimum of 3 years of management experience or equivalent combination of education and experience.
• Preferred Requirements
  • Experience: 5+ years in a business development related role. Experience in leadership role in managing specific service line administration.

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