Manager, Patient Access Contact Center

Emory Healthcare•Tucker, GA

4h•$39 - $48•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. The 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. The position is hybrid, splitting time between remote work and the office. Travel of less than 10% may be required.

Requirements

Bachelor's degree in Business, Health Administration, Operations Management, or a related field.
At least 3 years of experience in patient access, healthcare, or contact/call center work.
At least 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 a related field.
At least 5 years of experience in patient access, healthcare, or contact/call center work.
At least 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 KPIs, including call wait times, abandonment rates, and patient satisfaction.
Monitor trends, identify areas for improvement, and implement corrective actions 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 and administrative departments.
Facilitate regular team meetings and cross-functional updates.
Communicate policy, procedure, and system changes effectively to staff.