Manager, Patient Access Contact Center

Emory•Atlanta, GA

21h•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 manager ensures efficient workflows, high-quality patient interactions, and alignment with organizational goals while supporting staff development, monitoring key performance indicators, and collaborating with internal departments to enhance the patient experience. This hybrid role splits time between working remotely and in the office. Travel may be required less than 10% of the time.

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 performance reviews and provide coaching and feedback; promote a positive, inclusive, high-performing team culture.
Manage daily operations to ensure timely and accurate patient access services; implement standardized procedures and best practices; monitor call volumes, staffing levels, and service levels to meet performance targets.
Track and analyze KPIs such as call wait times, abandonment rates, and patient satisfaction; monitor trends, identify improvement areas, 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 improve the patient experience.
Serve as a liaison between the contact center and clinical and administrative departments; facilitate team meetings and cross-functional updates; communicate policy, procedure, and system changes to staff.
Travel may be required less than 10% of the time.