Manager, Patient Access Center (PAC) Performance Improvement

Hackensack Meridian Health•Edison, NJ

1d•Hybrid

About The Position

The Manager of Patient Access Center (PAC) Performance Improvement is a key strategic leader responsible for elevating the performance and quality of our PAC at Hackensack Meridian Health (HMH). This role is a strategic advisor and utilizes advanced analytics and AI to reengineer processes, forecast trends, and foster a culture of continuous improvement. Directly supports both leaders and staff to help deliver an outstanding patient experience, moving beyond traditional quality assurance to design and proactively implement systems that drive excellence. This position will offer a hybrid schedule.

Requirements

A Bachelor's degree in Business, Data Analytics, Healthcare Administration, or a related field is required.
Minimum of 5 years of experience in a high-volume, multi-skilled contact center, or related healthcare access environment.
Minimum of 5 years of direct experience in a role focused on performance analytics, process improvement, or quality strategy that must include demonstrated experience using data to drive strategic change.
Minimum of 3 years of experience in people management, with a proven track record of developing high-performing teams, preferably with teams of analysts, trainers, and/or quality specialists.
Strong analytical and problem-solving skills, with a proven ability to perform root cause analysis and redesign processes to achieve better outcomes.
Proficient with data analysis and visualization tools (e.g., Advanced Excel/Sheets, Tableau, Power BI).
Excellent verbal and written communication skills and presentation skills, with the ability to translate complex data into clear, actionable insights for both frontline staff and senior leadership.
Demonstrated ability to think strategically and develop data-driven frameworks that foster a culture of continuous improvement.
Proactive and innovative mindset with a passion for leveraging technology to solve business problems.
Flexible and able to thrive in a dynamic, team-oriented environment.
Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.

Nice To Haves

Experience with contact center analytics platforms, especially those using AI for sentiment and performance analysis, is highly desired.
A Master's degree (e.g., Master's in Business or Healthcare Administration) is highly preferred.
Experience in the healthcare industry.
Experience with AI-powered contact center intelligence platforms,
Experience with EPIC.
Proven expertise with Cisco.
Certification in a process improvement methodology such as Lean, Six Sigma Green or Black Belt, and/or Agile.

Responsibilities

Use performance data and analytics, including insights from AI-powered tools, to set the department's overall strategy. Identify trends, establish clear goals, and report to leadership on how the training and improvement efforts are making an impact.
Translate complex performance data into clear, actionable recommendations for leadership. Utilize analysis to help guide smart business decisions, staffing, and technology choices.
Oversee the quality assurance program, using data to define what great service looks like. Utilize AI-powered tools to review patient interactions for key insights on sentiment, compliance, and successful outcomes, providing objective data for coaching and performance improvement.
Look beyond individual mistakes to find and solve systemic issues. Redesign workflows and processes to prevent the same problems from happening again.
Analyze performance trends to predict future challenges. Proactively provide solutions to potential problems before they affect the patient experience.
Create a formal process where insights from data and AI are used to consistently update our training, coaching methods, and daily procedures.
Design and manage all training for the department, from new hire onboarding to ongoing skill development. Ensure all training is relevant and directly addresses the insights gathered from analysis.
Identify what our top performers do differently - with help from data analytics - and turn those successful behaviors into standard procedures and training materials for the entire team.
Act as the subject matter expert on performance-related technology. Evaluate, recommend, and lead the implementation of new tools - including AI and automation - that provide deeper insights and increase team efficiency.
Use performance data to monitor for and correct any compliance risks. Develop targeted training to ensure our processes are followed correctly and with integrity.
Manage a team of analysts and trainers, fostering a culture of accountability and continuous improvement. Support team's growth and performance through effective coaching, planning, and performance appraisals.
Partner with Patient Access Center supervisors to develop and deliver a training and coaching model, establishing clear roles and responsibilities between supervisors, quality, learning, and development teams.
Work closely with medical offices, Information Technology (IT), and other departments to ensure the team has the information and tools needed to provide seamless and consistent service.
Oversee the department's database of policies and procedures, ensuring all information used by the Patient Access team is accurate and up-to-date.
Maintain a strong working knowledge of all relevant laws and regulations to ensure the team operates in an honest, ethical, and professional manner at all times.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.