Senior Manager, Quality, Experience and Radiology Services

POSITION SUMMARY:

The Senior Manager of Quality, Experience and Radiology Services oversees quality initiatives to provide efficient, accessible, and patient-centered radiology services, as well as scheduling, administrative service representatives, and the radiology service navigators teams. This role ensures that patients receive timely, compassionate care, overseeing the operational workflows for scheduling and administrative support, while leading efforts on patient experience initiatives, and implementing strategies to enhance both clinical outcomes and patient satisfaction. The Senior Manager partners with clinical and administrative teams to support streamlined processes, regulatory compliance, and high standards in patient care.

Position: Senior Manager, Quality, Experience and Radiology Services

Department: Radiology Administration

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Quality Assurance and Improvement

• Lead quality improvement initiatives within radiology to ensure services meet safety, accuracy, and regulatory standards.
• Establish performance metrics and conduct regular audits to monitor diagnostic accuracy, procedural quality, and adherence to safety protocols.
• Identify opportunities and lead initiatives for quality improvement based on data analysis, patient feedback, and staff input, implementing solutions that align with best practices focused on reducing errors, enhancing diagnostic accuracy, and improving process efficiency
• Partner with the quality improvement team to analyze data, identify trends, address challenges, monitor progress, and sustain improvements arising from evidence-based interventions within radiology services.
• Serves as an extension of the modality managers, helping to project manage quality improvement projects as needed.

Patient Experience Enhancement

• Design and implement strategies to improve patient satisfaction within radiology services, focusing on communication, wait times, comfort, and care experience.
• Champion patients experience initiatives and work with radiology clinical leadership and staff to ensure a compassionate, patient-centered approach in all interactions including but not limited to scheduling, navigation, and administrative support functions.
• Analyze patient satisfaction data and direct feedback to identify improvement areas, setting goals to enhance the patient journey and reduce friction points.
• Develop and implement initiatives to improve communication, transparency, and responsiveness in patient interactions, fostering a supportive environment for all patients.
• Engage regularly with patients to understand their experience, actively using insights to drive improvement efforts. Develop patient education materials and resources to enhance understanding and reduce anxiety about radiology procedures

Scheduling and Access Management

• Oversee and optimize scheduling operations within radiology services to ensure timely, coordinated, and accessible patient appointments by developing and enforcing scheduling protocols to improve efficiency, address barriers in patient access, minimize patient wait times and balance patient demands with available resources through data-driven approaches
• Work closely with the scheduling team to ensure effective management of appointment volumes, same-day scheduling requests, and coordinated workflows for outpatient, inpatient, and emergency cases.

Administrative Service Representatives (ASR) Management

• Supervise and support the administrative service representatives' team who serves as the first point of contact for patients and families in the radiology department.
• Ensure ASRs are trained to provide high-quality service, handle scheduling inquiries, manage patient intake, and support billing processes.
• Continuously assess and optimize administrative processes to enhance service efficiency, patient satisfaction and informed patient interactions.

Radiology Service Navigation Management

• Manage the radiology service navigators' team, ensuring they provide support to the Radiologists and the Radiology Department by:
  
  
  • Keeping track of all radiology actionable findings in the system dashboard and update with status and resolution.
  • Ensuring communication with ordering physicians of critical and semi-urgent findings as directed by the radiology residents and staff and when there is an actionable finding for their patient.
  • Collaborate with the team to triage Reading Room phone calls; transfer calls to the appropriate extension, and document and distribute messages to and from Radiologists.
  • Coordinating dialogue between Radiologists and referring physicians.
  • Scheduling and pre-screening patients for necessary exams and communicating conflicts/contraindications to the lead as needed.
  
  
  
  

Staff Training and Development

• Develop and implement training programs for scheduling staff, ASRs, and navigators on best practices in quality, patient communication, and regulatory compliance.

• Provide ongoing support and coaching to promote a culture of continuous improvement and patient-centered care among all front-line staff.
• Ensure staff are updated on changes in scheduling software, electronic health records, and industry standards for radiology services.

Data Management and Reporting

• Oversee the collection and analysis of data related to scheduling efficiency, patient access, quality metrics, and patient satisfaction. Use data to establish performance benchmarks and monitor trends, driving continuous improvements in patient access, quality, and satisfaction.
• Prepare regular reports for radiology leadership, providing insights and recommendations based on data-driven findings.

Collaboration and Leadership

• Work closely with clinical, administrative, and quality teams to coordinate efforts that enhance radiology services and the patient experience.
• Serves as an extension of the modality managers, helping to project manage quality improvement projects as needed
• Lead cross-departmental projects as needed to improve scheduling processes, administrative workflows, and patient navigation in radiology services, and serve as a representative on relevant committees, actively contributing to organizational initiatives on quality, patient safety, and patient experience.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

Bachelor's degree in Health Care Administration, Public Health, Radiologic Science, Business, or a related field, required; Master's degree preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:

Lean Six Sigma, Certified Professional in Healthcare Quality (CPHQ), or related certification preferred.

EXPERIENCE:

Three or more years of experience in healthcare management, preferably within radiology services, patient access or quality improvement.

Clinical experience as a Radiologic or Nuclear Medicine or Ultrasound or MRI Technologist, a plus.

KNOWLEDGE, SKILLS & ABILITIES (KSA):

• Expert skill in identifying and analyzing data
• Strong verbal and written communication skills and interpersonal skills
• Proven ability to lead through influence effectively and perform in difficult situations to resolve problems as they occur
• Demonstrated ability to work successfully with stakeholders from across the organization
• Proven ability to translate a strategic plan or goal into an operational improvement
• Proficiency in data analysis and reporting, with familiarity with scheduling and EHR/EMR software

Equal Opportunity Employer/Disabled/Veterans