Manager, Patient Access Contact Center - M-F 8-5pm, Hybrid

Emory•Atlanta, GA

5d•Hybrid

About The Position

The Manager of Patient Access Contact Centers is responsible for the day-to-day operations and performance of Emory Healthcare patient access contact center teams. This role ensures efficient workflows, high-quality patient interactions, and alignment with organizational goals. The manager supports staff development, monitors key performance indicators, and collaborates with internal departments to enhance the patient experience.

Requirements

Bachelor's degree in Business, Health Administration, Operations Management or related field
3+ years in patient access, healthcare, or contact/call center experience
1 year of management experience
Strong leadership and team-building skills
Excellent communication and interpersonal abilities
Proficiency in contact center systems and reporting tools
Analytical mindset with a focus on continuous improvement
Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Master's Degree in Business, Health Administration, Operations Management or related field
5+ years in patient access, healthcare, or contact/call center experience
3 years of management experience

Responsibilities

Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture
Manage daily operations to ensure timely and accurate patient access services; implement standardized procedures and best practices to improve efficiency; monitor call volumes, staffing levels, and service levels to meet performance targets
Track and analyze key performance indicators (KPIs) such as call wait times, abandonment rates, and patient satisfaction; monitor trends and identify areas of improvement with corrective actions implemented as needed
Support the adoption and optimization of contact center technologies; collaborate with Digital and other departments to troubleshoot and enhance system performance; recommend process improvements to streamline workflows and enhance the patient experience
Serve as a liaison between the contact center and clinical/administrative departments; facilitate regular team meetings and cross-functional updates; communicate changes in policies, procedures, or systems effectively to staff