ADMINISTRATOR OF CENTRALIZED SERVICES

Christ Community Health Services•Memphis, TN

About The Position

Leads the integrated functions of Health Information Management (HIM), Referral Services, and centralized Call Center Operations to deliver compliant, efficient, and patient-centered access and information management. Owns strategy, policy, and performance across data integrity, regulatory compliance (HIPAA, HRSA, PCMH, FTCA), referral loop closure, patient access, and service quality. Directly supervises the HIM Supervisor, Call Center Supervisor, and Referral Coordinator Supervisor Partners closely with clinical operations, IT, revenue cycle, and compliance leaders.

Requirements

Proven leadership across HIM/EMR, referrals, and call center/patient access operations.
Expertise with EMR administration, healthcare data standards, and reporting/analytics tools (e.g., SQL Server, SSIS/SSRS, BI dashboards).
Knowledge of call center best practices, telephony/IVR/omnichannel platforms, and workforce management.
Strong problem solving and process improvement skills.
Interpersonal communication and mediation skills to successfully lead, motivate, and collaborate with a diverse staff in a variety of capacities throughout the organization.
Organizational skills for ensuring the completion of a large volume of work in a systematic manner.
Initiative and creativity for problem solving and pro-active improvement of the clinic operations.
Excellent computer skills, organization and project management skills.
Bachelor’s degree required; Master’s degree preferred (Health Informatics, Health Administration, Business, or related field).
Progressive leadership experience in healthcare operations with direct oversight of HIM/EMR and patient access/call center functions.
Demonstrated success driving referral closure, access improvement, and data quality/compliance outcomes.
Supervisory experience leading managers and multidisciplinary teams.

Nice To Haves

Relevant technical certifications preferred, but not required.

Responsibilities

Health Information Management & EMR Leadership
Develop, implement, and maintain HIM policies, SOPs, and governance to ensure accurate, timely, and secure health information.
Ensure compliance with HIPAA Privacy/Security, and relevant state/federal regulations; prepare for and support audits.
Lead scanning, indexing, structured data entry, e-fax routing, and document management workflows to maintain complete patient records.
Coordinate Meaningful Use/Promoting Interoperability requirements and related reporting in collaboration with IT and Quality.
Referral Services Management
Design and manage referral workflows that ensure timely scheduling, communication, and documented closure of the referral loop.
Maintain and strengthen relationships with specialists, MCOs, hospitals, and community partners; negotiate access pathways and service-level expectations.
Implement referral tracking protocols aligned to HRSA/PCMH standards; monitor trends and recommend training or workflow changes to reduce leakage and unnecessary external utilization.
Develop dashboards and KPIs for referrals and call center operations; produce routine leadership reports and ad hoc analyses.
Call Center Operations Leadership
Provide oversight for centralized call center (patient access, scheduling, triage routing, general inquiries, outbound campaigns).
Lead the Call Center Operations Supervisor in workforce management (forecasting, staffing models, scheduling, real-time queue management).
Set and monitor performance targets (e.g., service level, average speed to answer, abandonment rate, first-contact resolution, quality scores).
Implement QA programs: call monitoring, calibration, scripting, and service recovery; drive consistent, empathetic patient experience.
Optimize telephony, IVR, omnichannel tools, and EMR integration, partner with IT on reliability, dashboards, and security.
Champion access initiatives (same-/next-day capacity, template optimization, waitlist management, no-show reduction, and digital engagement).
Records Management & Release of Information
Manage paper record retention, hybrid record processes, and compliant Release of Information (ROI) procedures (paper and electronic).
Maintain audit logs for disclosures and fulfill legal/operational documentation requirements.
Data Security & Compliance
Safeguard the integrity, confidentiality, and availability of PHI across systems; enforce role-based access and least-privilege.
Conduct scheduled reviews of sensitive chart access and respond to incidents with appropriate remediation and education.
Leadership & People Management
Recruit, onboard, coach, and evaluate team members; foster a positive, inclusive, mission-aligned culture.
Establish goals, conduct performance reviews, and lead continuous improvement projects using Lean/PI methods.
Plan and manage budgets; oversee vendors and service contracts for EMR, telephony, and third-party services.