Assistant Manager, Care Communication Operators

OneOncology•Nashville, TN

2d•Onsite

About The Position

Tennessee Oncology is one of the nation’s largest, community-based cancer care specialists, established in 1976 with a mission to provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. The company is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. The Assistant Manager, Care Communication Operators uses excellent communication skills and front office knowledge to effectively interact with patients, providers, clinic staff, and other Tennessee Oncology teams to accomplish seamless patient care. This role directly oversees and supports the operator team. In conjunction with the Care Communications Manager and Directors of Care Transformation and Front Office, the Assistant Care Communications Manager, Operators will define and direct operator workflows and develop policies and procedures related to operator duties.

Requirements

Strong organizational and communication skills are essential
Knowledge of medical terminology
Ability and willingness to work closely with others to create a positive working environment conducive to productivity and efficiency
Maintain discretion and confidentiality in communications
Knowledgeable in the implementation and evaluation of performance improvement projects
Proficient in applicable computer software programs
Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and other staff
Minimum of 1-2 years management experience required
Customer service experience required
High School Diploma or equivalent

Nice To Haves

Preferably in an outpatient medical practice or with Oncology/Hematology knowledge
Associate degree or higher preferred
Experience in the operation of multiple phone lines and computer systems

Responsibilities

Responsible for supervising the communications operator team including day-to-day processes and procedures (e.g. timekeeping, auditing)
Assists in developing policies, procedures, goals, and objectives
Tracks and reports team results (e.g. calls per day, average call length) to care transformation leadership
Provides support and training on existing or new workflows/initiatives
Fosters a team environment between operator staff in multiple territories
Interviews, trains, coaches, and develops assigned employees
Provides guidance and serves as a subject matter expert on all systems used by the operator teams (e.g. EMR, patient engagement platform)
Monitors performance, attendance, and productivity of assigned staff and provides regular feedback to team
Assesses operator team needs and recommends needed changes to manager and/or director
Assists with various projects as assigned
Responsible for dissemination of information to staff through regularly scheduled staff meetings
Assists with coverage and scheduling
Communicates professionally and courteously and remains personable and approachable
Addresses patient calls, portal messages, tasks, and emails concerning a wide range of front office needs in a timely manner
Makes self readily available to discuss issues and concerns that may be presented by physicians, clinic staff, managers, or others
Monitors effectiveness of performance improvement projects/quality metrics
Performs or assists with hiring, orientation, supervising, counseling, evaluating, disciplining or terminating personnel using organizational guidelines and departmental goals and objectives
Maintains positive and effective working relationships with all departments