Project Manager, Centralized Access

Quality Auditing & Standards:

• Monitors and audits quality metrics and clinical workflow compliance across Connected Care Center, Incoming Referral Center, and Ambulatory Access Services.
• Establishes quality standards, performance benchmarks, and KPIs; analyzes data to identify gaps before escalation.
• Develops and implements quality improvement initiatives and corrective action plans.

Workflow Redesign & Process Improvement:

• Designs standardized workflows and best practices across centralized access operations.
• Partners with operational teams and leaders to redesign processes for efficiency and quality.
• Documents current-state processes and develops future-state improvements, facilitating kaizen events.

Centralization Project Management:

• Project-manages clinic and department onboarding into centralized access with structured transition plans.
• Coordinates with leadership for clean handoffs, tracks milestones and deliverables.
• Conducts training needs assessments and supports onboarding.

Centralization Playbook Development:

• Builds playbooks and procedural documentation to standardize centralization approaches.
• Captures lessons learned and maintains documentation for consistent execution.
• Works cross-functionally to reflect best practices and operational realities.