Patient Access Call Center Director, Full Time, DIO Miramar FL: CORP - Patient Access Cntr Job at Memorial Healthcare System
This role will enhance your oversight of the Performance Management Team and Workforce Management Team. A background with data, quality, and training in a call center setting will allow you to thrive and impact our community.
Summary:
Responsible for leading the Patient Access Center (PAC) operational team in strategies associated with attaining ongoing client metrics, production, financial and other office/corporate goals through the effective management of resources. Collaborates with Administrative Director to develop and execute strategic departmental goals aligned with current organizational and call center trends/needs.
Responsible for leading the Patient Access Center (PAC) operational team in strategies associated with attaining ongoing client metrics, production, financial and other office/corporate goals through the effective management of resources. Collaborates with Administrative Director to develop and execute strategic departmental goals aligned with current organizational and call center trends/needs.
Detailed responsibilities:
- Develops specific departmental goals, standards, and objectives which directly support the strategic plan and vision of the organization.
- Manages PAC staff relations including performance management, staff satisfaction, and conflict management. Oversees scheduling, recruitment, and payroll.
- Monitors assigned departmental budgets and regulatory compliance. Maintains positive relationships with departments and physician offices. Manages vendor relations.
- Supports special projects and business analysis as requested. Manages the Call Center environment to ensure operational efficiency , effectiveness to ensure patient satisfaction.
- Responsible for carrying out the strategic direction, growth and stability of the call center. Lead continuous process/system improvements with a focus on key project that upgrade our service level of 80/20, abandonment rate of 5% or less.
- Develop a competent management team and business strategy to position the account for significant growth within the call center.
- Responsible for integrating the department s intake services and implementing policies and procedures that guide and support services in the patient access center and related functions.
- Planning, organizing, implementing and overseeing the day to day activities of a high call volume call center. Coordinate with Administrative Director to ensure appropriate, timely and accurate information is available for all service level leaders.
- Determines and justifies needs for systems/equipment/supplies purchases, monitors usage, and oversees proper working order and/or stock supplies.
- Work with Performance Management Team for data analytics and performance metrics include call efficiency, low abandonment rate, staff utilization, average handle time, and financial performance.
Education:
Essential:
Essential:
- Associates
Credentials:
Education equivalent experience:
Essential:
- in related field.
Other information:
Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to build and foster positive relationships. The incumbent must be able to lead others and take appropriate action when required.
Required Work Experience: Five (5) years of experience in a contact center environment or healthcare setting. Two (2) years of leadership experience.
Candidates may have a High school diploma and (5) years of experience in a supervisory position in a call center environment or healthcare setting in lieu of the Associates though a Bachelor s degree in related field is preferred.
Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to build and foster positive relationships. The incumbent must be able to lead others and take appropriate action when required.
Required Work Experience: Five (5) years of experience in a contact center environment or healthcare setting. Two (2) years of leadership experience.
Candidates may have a High school diploma and (5) years of experience in a supervisory position in a call center environment or healthcare setting in lieu of the Associates though a Bachelor s degree in related field is preferred.
Working conditions:
Essential:
Essential:
- Keyboard Entry 100.00%
- Lifting or Carrying 0 - 25 lbs Non-Patient 60.00%
- Pushing or Pulling 0 - 25 lbs Non-Patient 60.00%
- Reaching 40.00%
- Repetitive Movement Hand/Arm 100.00%
- Sitting 80.00%
- Standing 80.00%
- Walking 80.00%
- Audible Speech 80.00%
- Hearing Acuity 80.00%
- Depth Perception 80.00%
- Seeing - Far 80.00%
- Seeing - Near 80.00%
- Dust 60.00%
- Hazardous Chemicals 60.00%
- Computer Monitor 100.00%
- Potential for Physical Assault 40.00%
Organizational Profile:
Memorial Healthcare System, consisting of 6 acute care hospitals, a nursing home, outpatient facilities, home health services and physician practices, provides quality, comprehensive care to the residents of the surrounding communities. We invite you to join one of the nation's leading healthcare systems, recognized for use of advanced technology and clinical informatics.
Memorial Support Services provides a variety of business services to support our facilities. The main offices are located in Miramar with satellite offices located throughout our system.
Memorial Healthcare System, consisting of 6 acute care hospitals, a nursing home, outpatient facilities, home health services and physician practices, provides quality, comprehensive care to the residents of the surrounding communities. We invite you to join one of the nation's leading healthcare systems, recognized for use of advanced technology and clinical informatics.
Memorial Support Services provides a variety of business services to support our facilities. The main offices are located in Miramar with satellite offices located throughout our system.
Disclaimer:
This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.
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