Senior Manager - Patient Scheduling, Contact Center Operations

United Derm Partners (UDP) is all about effectively connecting our patients and providers nationwide. We leverage patient scheduling-friendly platforms and streamlined processes which optimize scheduling patient appointments with our dermatology providers. 

The Senior Manager of Patient Scheduling – Contact Center Operations will lead the patient scheduling and appointment management operations team to drive the strategy and positively impact our UDP Patient Scheduling Experience. This team utilizes data and insights working cross-functionally to drive improvements in the business for all our patients and dermatological providers.

A successful candidate is a data driven leader with hands-on experience working collaboratively spanning internal teams and closely coordinating with outsourced BPO Partners. UDP is looking for someone who is different and thinks innovatively, is motivated by making an impact and has a proven ability to lead and execute! The role calls for a Health Care Industry experienced Contact Center leader who is intimate with Patient Scheduling and who effectively teamed and collaborated extensively within an outsourced BPO best shore model.  

General Qualifications:

The following qualifications generally reflect the expectations of this position but are not intended to be all-inclusive. Other duties may be assigned.

·        Data driven, results oriented, strong communicator with experience working collaboratively across organizations to drive contact center continuous performance improvement and to push transformation initiatives

·        5 years of experience directly leading contact center on-shore, near-shore, best shore operations and partnering with a Business Process Outsourcing provider in the Health Care Industry – ideally with deploying Patient Scheduling Appointment Management services across multiple geographies and offices.

·        Experience managing a commercial BPO Outsource partner relationship – leading cross-functionally with internal UDP leaders and external BPO Partner stakeholders to drive change, build consensus, influence stakeholders, maintain alignment with BPO Partner to achieve jointly established goals.

·        Experienced Program Management Leader who is comfortable with direct and socialized organizational authority and who can lead and navigate both the UDP model in conjunction with the BPO patient scheduling best-shore Partner leaders.

·        Ability to act quickly, decisively and to readily and summarily present facts and recommendations, stabilize escalated situations, multitask, and adapt to frequent changes.

·        Build high-performance teams spanning UDP internal and BPO Partner team members; while concurrently continuing to drive and support BPO Partner’s talent development, coaching and motivation across the Patient Scheduling Contact Center

·        Strong sense of organizational prioritization, and honed time management skills, ability to multitask and communicate with team leaders, team members and executive stake holders.

·        Creative problem solving and analytical skills; ability to develop/implement process improvements

·        Must be able to take responsibility and work under pressure

·        Advanced Microsoft Office Word, Excel, PowerPoint skills; hands-on familiarity with reporting dashboards.

Role and Responsibilities:

·        Lead the Inbound Patient Scheduling/Appointment Management Contact Center team comprised of a mix of our Partner’s Best Shore Outsourced Scheduling advisors and internal UDP Practice Administrators to operationalize and enhance the Patient Scheduling processes.

·        Direct the hybrid internal and external team in concert with the Patient Scheduling Command Center, QA and Training leaders to utilize data and insights working cross-functionally to drive performance improvement for patients and providers.

·        Own the UDP Contact Center operational strategy and setting direction for UDP and BPO Partner patient scheduling that align with overall business goals.

·        Coordinate BPO Partner and UDP initiatives across the Patient Scheduling Contact Center to ensure proper planning, transparent communication and join execution.

·        Serve as the main POC for UDP and the BPO Partner as the business process owner for patient scheduling and ensure the scheduling experience is prioritized across all facets of UDP and our BPO Partner’s Best Shore Contact Center operations.

·        Collaborate across UDP and Partner teams to determine root cause and go forward direction suing data while fully leveraging operational and management information.

·        Lead, coach, develop, and mentor while constantly raising the bar – continually identify opportunities to improve the UDP patient experience, reduce expense and maximize productivity of UDP and outsourced BPO Partner’s Contact Center teams.

Physical demands

The physical requirements can vary. In general, the position requires the following activities: 

·        Hearing must be adequate to perform duties and interact in person clearly and efficiently

·        Ability to hear and interact by phone and in person clearly and efficiently 

·        Ability to use computer and all peripherals as needed to meet goals

·        Vision adequate to perform essential duties and responsibilities of position.