Call Center Manager

Baptist•Jackson, MS

About The Position

Serves as a patient access expert to provide recommendations to improve workflows and enhance the scope and future trajectory of the Call Center and Referral Center. Responsible for managing the processes of the department to ensure that complete and accurate demographic and financial data is captured in a consistent and timely manner, that EPIC workflows are consistently reviewed as they pertain to the clinic, that communication and education is consistently shared with staff to optimize EPIC functionality within BMG Clinics. Ensures consistency in delivering services efficiently, timely, and with high quality to all locations and physicians. Ensures that all federal and state compliance requirements are met. Strives to reach and maintain department goals at the highest standard in all areas of responsibility. Takes initiative to improve processes and strives for positive customer outcomes. Leads by example. Maintains quality, training, and system enhancements within the department. Performs all other duties as assigned.

Requirements

2-4 years Healthcare/Medical-Business Operations experience required
Proficient computer skills.
Must have interpersonal skills sufficient to effectively and cordially interact with staff, patients, medical staff, families, and visitors.
Must also possess time management, analytical and negotiation skills.
CHAA Certification through the National Association of Healthcare Access Management with 15 months of hire.

Nice To Haves

2-5 plus years of hospital operational supervisory experience in a healthcare setting, experience in patient access preferred

Responsibilities

Responsible for managing the day-to-day operations, planning, measuring, and execution of the call center and areas as assigned including, but not limited to: scheduling of outpatient services, receipt of paper and electronic physician orders/referrals, etc.
Oversight to training and education to all schedulers and physician referral representatives.
Evaluates the performance of department personnel and initiate recommendations for personnel actions such as promotions and disciplinary actions. Manage call center and referral center team members and coordinate resources, activities and personnel associated within BMG Clinics.
Strategic planning, education and oversight to the centralized call center and referral center covering BMG Clinics.
Develop and implement cross-training program for key positions with continuous monitoring of training efforts in the call center and referral center areas.
Building and performs monthly education sessions for call center and referral center staff for continuous education.
Participation in the formulation and maintenance of continuous programs for the orientation, training and career development of staff.
Performs staff audits to ensure staff are utilizing applications according to optimal workflow recommendations.
Oversight of payer website access, including adding staff, terminating staff access and monthly/quarterly audits to verify access capabilities.
Oversight of all provider schedule builds and changes within the Epic system for providers.
Works in conjunction with the leadership to verify processes and procedures are standard across BMG Clinics, whenever possible.
Supports centralized system processes in the scheduling areas.
Performs other duties as assigned.