Director of Patient Contact Center Operations, Jackson Health System, Full Time, Days

Jackson Health•Miami, FL

18d

About The Position

The Director, Patient Intake Operations is a hands-on management role responsible for the day-to-day performance and continuous improvement of patient intake functions. The position is responsible for managing Jackson Health System's relationship with their business process outsourcing (BPO) partner who supports appointment scheduling, registration, insurance verification, physician referral, and customer service/collections. The Director acts as a single point of contact for health system leaders to ensure internal departments and BPO partner(s) provide a consistent and seamless intake experience across physician practices, outpatient departments, and diagnostic testing sites.

Requirements

Generally requires 5 to 7 years of related experience.
Possess strong understanding of appointment scheduling, physician practice management and revenue cycle operations.
Bachelor's degree in related field is required.
Valid license or certification is required as needed, based on the job or specialty.

Nice To Haves

Experience leading a large call center is preferred.
Experience in leading system-wide process improvement initiatives and project management is preferred.

Responsibilities

Lead daily intake operations for centralized scheduling, pre-registration, physician referrals, insurance verification, collections, and classes/seminars registration.
Manage and hold BPO partner/s accountable to service level agreements (SLA's) and quality standards; conduct regular performance reviews, audits, and facilitate operational improvement.
Establish policies and procedures to ensure internal contact centers and external outsourcing partners provide a consistent patient experience across a broad range of customer touch points, processes, applications, and channels.
Oversee intake governance and establishes a unified strategy to guide the expansion and consolidation of intake points across the organization, ensuring consistency, scalability, and alignment with organization objectives.
Monitor and maintain standardized intake workflows, scripts, knowledge articles, and escalation paths for internal teams and outsourced partners.
Provide oversight of root-cause analysis for recurring errors and recommend and drive solutions (process redesign, focused retraining, & system configuration changes).
Lead and/or support service recovery when errors occur.
Use daily/weekly dashboards and reporting to identify opportunities for improvement and drive measurable improvements.
Monitor onboarding, training alignment, and adoption of process updates to ensure BPO and internal contact centers follow intake standards, procedures and governance practices.
Ensure BPO and internal partners have appropriate training and educational resources in accordance with organizational standards and defined service outcomes.
Partner with IT & digital teams on EHR configurations, build requests, and validations that directly affect intake workflows.
Ensure intake processes comply with HIPAA and relevant regulatory standards.
Provide subject matter expertise for consistency across non BPO contact centers within JHS.
Collaborate with the Chief Marketing & Growth Officer to review and enforce all JHS standards, operational policies, and procedures, ensuring consistency and excellence in service delivery.
Offer strategic and operational feedback to improve service efficiency and support, driving a culture of continuous improvement.
Ensure that all Patient Intake initiatives adhere to established hospital standards, regulatory requirements, and industry best practices.
Monitor and enforce compliance with security protocols and operational guidelines to safeguard data integrity and patient confidentiality.
Perform all other related executive functions and duties as assigned to support the mission and strategic objectives of Jackson Health System.