Manager, Patient Access Contact Center - M-F 8-5pm, Hybrid

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    "url": "https://non-clinical-emory.icims.com/jobs/164964/manager%2c-patient-access-contact-center---m-f-8-5pm%2c-hybrid/job",
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    "title": "Manager, Patient Access Contact Center - M-F 8-5pm, Hybrid",
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    "datePosted": "2024-06-06T08:29:54.361Z",
    "description": "<h2>Overview</h2>\n<p><strong>Be inspired.  Be rewarded. Belong. At Emory Healthcare.</strong> </p>\n<p>At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: </p>\n<ul>\n <li>Comprehensive health benefits that start day1 </li>\n <li>Student Loan Repayment Assistance & Reimbursement Programs </li>\n <li>Family-focused benefits  </li>\n <li>Wellness incentives </li>\n <li>Ongoing mentorship, <em>development, </em>and leadership programs  </li>\n <li>And more  </li>\n</ul>\n<p><strong>Work Location: </strong>Atlanta, GA</p>\n<h2>Description</h2>\n<p><strong>Overview:</strong></p>\n<p>The Manager of Patient Access Contact Centers is responsible for the day-to-day operations and performance of Emory Healthcare patient access contact center teams. This role ensures efficient workflows, high-quality patient interactions, and alignment with organizational goals. The manager supports staff development, monitors key performance indicators, and collaborates with internal departments to enhance the patient experience.</p>\n<p> </p>\n<p><strong>Primary duties and responsibilities: </strong></p>\n<ul>\n <li>Team Leadership & Development: Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture</li>\n <li>Operational Oversight: Manage daily operations to ensure timely and accurate patient access services; implement standardized procedures and best practices to improve efficiency; monitor call volumes, staffing levels, and service levels to meet performance targets</li>\n <li>Performance and Quality Management: Track and analyze key performance indicators (KPIs) such as call wait times, abandonment rates, and patient satisfaction; monitor trends and identify areas of improvement with corrective actions implemented as needed</li>\n <li>Technology and Process Improvement: Support the adoption and optimization of contact center technologies; collaborate with Digital and other departments to troubleshoot and enhance system performance; recommend process improvements to streamline workflows and enhance the patient experience</li>\n <li>Communication & Collaboration: Serve as a liaison between the contact center and clinical/administrative departments; facilitate regular team meetings and cross-functional updates; communicate changes in policies, procedures, or systems effectively to staff</li>\n</ul>\n<p><strong>Travel: Less than 10% of the time may be required.</strong></p>\n<p><strong> Work Type: Hybrid employee - splits time between working remotely and working in the office. </strong></p>\n<p> </p>\n<p><strong>Minimum Required Qualifications: </strong></p>\n<ul>\n <li>Education - Bachelor's degree in Business, Health Administration, Operations Management or related field Experience</li>\n <li>3+ years in patient access, healthcare, or contact/call center experience and 1 year of management experience</li>\n</ul>\n<p><strong>Knowledge, skills, and abilities (required):</strong></p>\n<ul>\n <li>Strong leadership and team-building skills Excellent communication and interpersonal abilities Proficiency in contact center systems and reporting tools</li>\n <li>Analytical mindset with a focus on continuous improvement</li>\n <li>Ability to manage multiple priorities in a fast-paced environment</li>\n</ul>\n<p><strong>Preferred Qualifications:</strong></p>\n<ul>\n <li>Education - Master's Degree in Business, Health Administration, Operations Management or related field Experience</li>\n <li>5+ years in patient access, healthcare, or contact/call center experience and 3 years of management experience PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, and environmental conditions may vary depending on assigned work area and work tasks.</li>\n</ul>",
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