Manager of Clinic Access Center

Position Overview

The manager is responsible for the daily operations of the Clinic Access Center which is responsible for answering and addressing patient telephone calls for the Singing River outpatient clinics. He / She must have strong interpersonal, communication, and organizational skills.

DISCLAIMER : This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this intends to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks performed as assigned.

Education :

High School graduate or equivalent required.

License : N / A

Certifications :

Must have de-escalation training completed by the end of position orientation (90 days); must have appropriate level of de-escalation training.

Experience :

Minimum of two years of experience working in a call center or related role. Previous call center management experience is preferred.

Reports to :

Director of Primary Care Clinical Operations or designee

Supervises :

Clinic Access Center Representatives

Physical Demands :

Work is moderately active : involves sitting with frequent requirements to move about the office, move about the facility, and to travel to another facility within the SRHS service area. Work involves exerting a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.

Work involves using many physical motions in performing daily work activities; subject to exposure of body fluids, sputum and tissues, which may carry the hazard of infectious disease. Work involves using repetitive motions : substantial movements of the wrists, hands, and or fingers while operating standard office equipment such as computer keyboard.

Work involves being able to perceive the nature of sound at normal speaking levels with or without correction; the ability to make fine discriminations in sound. Work requires close visual and acuity and the ability to adjust the eye to bring an object into sharp focus, shift gaze from viewing a computer monitor to forms / printed material that are closer to compare data at close vision.

Must be able to be active for extended periods of time without experiencing undue fatigue. Must be able to work schedules assigned with the understanding that changes may be instituted according to the needs of the hospital for off days, shifts or weekends.

Mental Demands :

Must demonstrate keen mental faculties / assessment and decision making abilities. Must demonstrate superior communication / speaking / enunciation skills to receive and give information in person and by telephone. Must demonstrate strong written and verbal communication skills. Must possess emotional stability conducive to dealing with high stress levels. Must demonstrate ability to work under pressure and meet deadlines.

Attention to detail and the ability to multi-task in complex situations is required. Must have the ability to maintain collaborative and respectable working relationships throughout SRHS and other organizations.

Special Demands :

Must possess superior customer service skills and professional etiquette. Must possess proficient knowledge and ability to use a computer (must be keyboard proficient) and other office technology (, telephone, fax, etc.), MS Outlook and Word.

Must be able to demonstrate appropriate clinical judgment and apply appropriate professional skills to a patient population of all ages.