Assistant Manager, Care Communication Operators
About The Position
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. The Assistant Care Communications Manager, Operators 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; preferably in an outpatient medical practice or with Oncology/Hematology knowledge
- Customer service experience required
- High School Diploma or equivalent
- Experience in the operation of multiple phone lines and computer systems
Nice To Haves
- associate degree or higher preferred
- Oncology/Hematology knowledge
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
251-500 employees
