Call Center Manager | Patient Access Center| Full - Time| Days

Overview

Reporting to the Call Center Administrator, the Call Center Manager is responsible for the daily operation of the Call Center, including statistical analysis, coordinating daily activities and expansion of services and report the impact of operations to providers and senior management. Responsibilities will include significant interaction with internal and external stakeholders and other parties relative to the further development of centralized administrative services, including but not limited to, scheduling, registration and referral management. In addition, related responsibilities will include hiring, supervising and staffing and developing reports to measure compliance with call standards, productivity and quality of work standards.

Responsibilities

Develops and maintains efficient registration and clinic scheduling services prior to delivery of services. Provides appropriate feedback to referring and specialty physicians and data management.

 

 Responsible for establishing and maintaining a critical yet collaborative relationship with internal and external clients.

 

Operationally responsible for appropriate staff scheduling, and ongoing training and coaching necessary to meet Patient Access Center service level and quality. Monitors department budget as assigned to ensure compliance with fiscal constraints. 

 

Directs the activities of the Patient Access Center Team Leaders to ensure real-time management of Patient Access Center operations. Responsible for the management of quality audit and call monitoring results to ensure service excellence and adherence to scheduling protocols. Responsible for scheduling template reviews to ensure service adherence to access standards.

 

Coordinates call activities with other UFJPI and UF Health departments and entities. Responsible for interacting with clinic managers and physician leaders to ensure departments meet call standards.

 

Monitors patient and provider satisfaction with Patient Access Center. Implements initiatives to enhance satisfaction and service.

 

Develops management reports which track the Patient Access Center's ability to meet operational goals and objectives. Presents and distributes reports to Ambulatory Services leadership, staff and appropriate UFJPI and clinic senior leadership, physicians and other appropriate parties.

 

Works with IS on the evaluation, upgrade and implementation of information and telecommunications systems required to support the Patient Access Center. 

 

Operationalizes the internal marketing and expansion of centralized administrative services. Coordinates with physician leadership, administrators and office manger to ensure an efficient transition to the Patient Access Center

Qualifications

Experience Requirements:

5 years-Progressive management experience in comparable environment

 

Education:

Bachelors preferred 5 years of relevant work experience required

 

Approval Authority:

Manager Approval Authority Capital Expenditures: $2,000 Supplies/Expenses: $2,000 Vendors: Places orders with pre-approved agencies Salary Approval: Jointly with manager and leadership for internal movements Employment Decisions: Recommends accommodations, discharge/termination of employment based on documented disciplinary actions Position Requisitions: Reviews for approvals and appropriate specifications

 

Supervises: 1-50 Call Center CSR 1-5 Call Center Telephone Triage RN 1-5 Customer Service Rep Team Leader

 

Additional Duties: Additional duties as assigned may vary.

 

 

UFJPI is an Equal Opportunity Employer and Drugfree Workplace