Director, Call Center Operations

Main Line Health, Inc.•Newtown Square, PA

53d•Remote

About The Position

Under the direction of the AVP for System Patient Access the Director for Call Center Operations has day to day operational responsibility for the call centers of Main Line Health and Main Line Health Care. In keeping with the Health System's strategic imperative that all consumers should have a consistent and delightful experience when contacting Main Line Health, the Director will work to centralize incoming calls for appointment scheduling and registration. The Director will oversee the omni-channel (telephone, website, Epic MyChart) scheduling of more than 700,000 appointments annually, by leading a team consisting of Managers, Supervisors and Team Leads who are scheduling patients centrally on behalf of Main Line Health and Main Line Health Care. The Director serves as a subject matter expert in centralized appointment scheduling and registration within the EPIC system. The Director will oversee the ongoing process to centralize scheduling where currently the process is embedded in clinical practices. The Director will develop work plans for process improvement including optimizing digital and telephonic workflows making advancements in the consumer facing process of scheduling services. The Director will identify resource requirements, coordinate ongoing training and education for all individual contributors within the Call Center environment. Cultivating positive relationships between all departments across Patient Access and the entire Revenue Cycle team as well as engaging with MLH Senior Leadership and physician and provider practices across the organization is key to success in this dynamic position. The Director will collaborate with the Marketing and Business Development team to promote MLH's wide range of safe and high-quality services and community education programs.

Requirements

Minimum 7 years management in healthcare environment required, preferably within Patient Access.
Proven team-builder with experience in introducing a new culture, implementing a new function that services patients/clients across the organization.
Functional comprehension of EPIC Prelude, Cadence and Grand Central configuration preferred.
Previous call center management experience required.
Bachelors' Degree in Information Systems, Computer Science, Health Care Administration, or related field or equivalent experience required.