Patient Services Center Manager- Call Center

JOB PURPOSE & MISSION  

The Patient Experience Center manager is responsible for managing the daily operations of a fast-paced, high call and contact volume Centralized Scheduling department. This position will oversee all aspects of, new hire and on-going training, quality audits of staff and monitoring daily team workflow to ensure critical goals and KPIs are met. This position will actively participate with management in team planning, program development, human resource management, patient satisfaction, communication and partnership with operations, compliance, and marketing, as well as implementing best practices to ensure productivity KPIs and organizational goals are met.   

Essential Job Functions include, but are not limited to:   

Collaborate and serve as a strategic thought leader with our Call Center project team (IS, marketing, operations, work excellence, business development, leadership and training) on new strategies to improve our effectiveness   

Develop and lead our centralized member contact and engagement center which includes incoming phone calls, outbound contacts, SMS text, and chat.    

Work with our IS team to implement new call center technologies and concepts (including AI) and maximizing our contact center software and Epic integrations.    

Implement and oversee regular quality assurance, training, coaching, and mentoring initiatives   

Ensures that employees adhere to established protocols to provide excellent customer service.   

Oversee contact center agents including staff scheduling, performance evaluations, disciplinary actions, time/attendance   

Escalates or de-escalates employee, patient, or physician concerns   

Performs QA Audits / performance reports for the team. Coaches and develops staff by setting individual performance goals, monitoring progress, and conducting regular check-ins.   

Meets with departments monthly to share contact center results   

Responsible for building partnerships and engaging with key internal stakeholders including departmental, clinical, and other strategic workgroups.   

Assist with setting priorities for the team to ensure task completion and performance goals are met, such as average speed of answer, abandonment rate, service level, average handle time, quality, and staff schedule adherence   

Recommend process improvements based on call tracking and trending reports.   

Conducts hiring/interviewing, onboarding, and training of new employees   

Ensure compliance with relevant regulatory standards   

Performs all other duties as assigned.  

JOB REQUIREMENTS   

Experience  

Required:   

Proven success in call center leadership and patient and physician engagement OR work experience in healthcare customer centric environment.  

Experience leading both centralized and remote teams in hyper-growth or startup environments  

HIPAA & SAFETY REQUIREMENTS  

HIPAA -  Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: electronic medical records with limit to job function, patients demographics, information related to patient location relating to information given/excluded from the media.  

SAFETY -  Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: incident reporting, exposure control plans, hand washing, environmental rounds to ensure safety.  

PERFORMANCE CRITERIA & STANDARDS  

Everyday Excellence Values   - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.    

Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.  

Takes initiative in living our Everyday Excellence values and vital signs.  

Takes initiative in identifying customer needs before the customer asks.  

Participates in teamwork willingly and with enthusiasm.  

Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.  

Keeps customers informed, answers customer questions and anticipates information needs of customers.  

Corporate Compliance  - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.   

Practices diligence in fulfilling the regulatory and legal requirements of the position and department.  

Maintains accurate and reliable patient/organizational records.  

Maintains professional relationships with appropriate officials; communicates honesty and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.  

Personal Achievement   - Employee demonstrates initiative in achieving work goals and meeting personal objectives.   

Sets goals and action plans to achieve objectives.  

Completes assignments following accepted procedures and practices, even when workloads and demands are high.  

Adheres to high moral principles of honesty, loyalty, sincerity, and fairness (integrity).  

Performance Improvement   - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.   

Strives to continuously improve all aspects of the business operation through quality improvement initiatives.  

Assures the accuracy of data, work, or information and contributes ideas and suggestions to improve approaches, methodologies, and productivity.  

Willingly participates in organization and/or department quality initiatives.  

Cost Management  - Employee demonstrates effective cost management practices.   

Demonstrates effective time management to promote productivity and cost efficiency.  

Uses material goods wisely, is conscious of the environment and is accountable for prudent use of our talents and financial resources.  

Develops appropriate budget(s) for areas of responsibility.  

Effectively manages budget(s) and continually monitors key cost areas.  

Leadership  - Employee demonstrates effective leadership by developing standards of performance, determining areas of responsibility and accountability and delegating authority.  

Invites input from others and shares ownership and recognition.  

Inspires people by example and influences them to do and be their best.  

Inspires and encourages teamwork.  

Consistently executes applicable company policies, rules and regulations.  

Operations Management  - Employee demonstrates the ability to give clear and concise instructions as to assignment objectives and methods, and reviews results at all critical points.  

Establishes clear work objectives that prioritize and focus employee efforts.  

Staffs work area with appropriate numbers of qualified employees.  

Allocates and delegates work effectively to make efficient use of resources and employee capabilities.  

Performance Management  - Employee demonstrates an awareness of employees’ development needs to improve work effectiveness, and insures that training and related programs are available to meet these needs.  

Provides opportunity for skill development for employees.  

Provides ongoing performance feedback to employees and takes corrective action when necessary.  

Completes and conducts performance appraisals by established review date.  

Patient & Employee Safety  - Employee actively participates in and demonstrates effective patient and employee safety practices.   

Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety.   

Employee proactively reports errors, potential errors, injuries or potential injuries.   

Employee demonstrates departmental specific patient and employee safety standards at all times.   

Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.   Education  

Required: High School Diploma or GED  

Preferred: Bachelor's degree  

Certifications & Licensure  

Required: none  

Special Skills or Knowledge  

Required:   

Track record of building operations functions from the ground up  

Passion for customer service, patient care, and provider satisfaction   

Self-starter with strong analytical, critical thinking, problem-solving, leadership, and relationship-building skills  

Collaborative management style   Full-Time