Manager, Patient Access Center

Hackensack Meridian Health•Edison, NJ

50d

About The Position

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Manager, Patient Access Center will collaborate with the Dir, Patient Access Center to define policies and procedures for the contact center operation (insourced and outsourced) to execute and deliver a differentiated patient experience. This manager will spearhead the development and ongoing management of all procedural documentation. A key focus will be building a centralized knowledge base to ensure our team has one reliable source for information. We are looking for a skilled writer who can translate complex processes into user-friendly guides that empower our staff to manage patient interactions with confidence and precision. This position ensures that calls, emails, chats, etc. are handled promptly, meeting required quality assurance, customer service and scheduling guidelines, including operating within department budget.

Requirements

Bachelor's degree OR equivalent experience.
Minimum of 7 years of experience in a high-volume customer service, hospital, medical group or call center scheduling environment.
Experience with call center telephony systems, including IVR, CRM, WFM, speech analytics, call recording, etc. or equivalent experience leveraging tools and technology to improve efficiency, engagement and customer experience.
Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
Experience managing personnel directly or indirectly.
Operations Management Skills - proven ability to identify, collect and analyze operations performance data and other related data to improve performance.
Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program, Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership.
Proven coaching skills that impact both front-line and supervisory leaders.
Ability to work effectively with diverse groups ranging from entry level to executive level positions.
Ability to collaborate effectively with both internal and external partners.
Experience working in a highly matrixed organization.

Nice To Haves

Bachelor's degree.
Project Management Skills - proven ability to manage projects on time and on budget that require multiple layers of service providers, internal and external stakeholders.

Responsibilities

Develop and implement procedures and processes that lead to a highly effective, consistent, and efficient Customer Service team.
Evaluate the use of systems and technology and ensure tools are leveraged for optimal efficiency.
Continually examine new and innovative ways to enhance the experience of customers and employees, including bringing ideas, benchmarks and expertise from outside the organization.
Works to identify operational improvements, opportunities for contact center efficiency and inter-departmental partnerships. Directly implements changes as needed.
Oversee the day-to-day operations of the network wide HMH contact center, while simultaneously developing and implementing both strategic and tactical initiatives to build and evolve the patient access center into a modern operating entity.
Assist in planning the patient access center implementation strategy, including pilot projects, transitions and full-scale implementation.
Provide oversight for third party contracts and performance, including invoice reconciliation, quality audits and monitoring service level standards.
Work in tandem with clinical and administrative leadership to develop and lead access and engagement projects across the organization to drive improvement in our patient access metrics, specifically access to ambulatory care.
Partner with Human Resources to develop optimal staffing models, including remote and on-site workforce.
Ensures appropriate resources are available to meet changing requirements and volume to meet performance objectives.
Ensure team's focus is on the patient through training, coaching and service measurements.
Recommends or approves personnel decisions related to hiring, performance management, and termination.
Monitor staff productivity and performance quality using systematic reports. Establish challenging benchmarks and metrics, monitoring and communicating to appropriate internal stakeholders on an ongoing basis.
Manages and oversees team performance through performance planning, coaching and performance appraisals. Holds direct reports accountable for managing and developing their assignments to ensure goals are achieved.
Set objectives and measurable performance standards to meet service goals and drives continuous improvement.
Oversee the management of multiple, complex projects in a fast-paced environment.
Offers innovative solutions to achieving objectives and overcoming problems.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.