Patient Care Services Manager

Group Health Cooperative of South Central Wisconsin•Madison, WI

1d•Hybrid

About The Position

The Patient Care Services (PCS) Manager is the operational leader responsible for the day-to-day performance, consistency, staffing, workflow, service, quality, and continuous improvement of GHC-SCW Reception and Call Center operations. The position provides direct operational leadership for all Reception staff through the Reception Team Supervisors and provides direct supervision and operational direction to the Primary Care Call Center Supervisor and Behavioral Health Call Center Supervisor, including Switchboard operations. The PCS Manager is accountable for translating organizational and Patient Care Services strategy into reliable operational practice across clinic sites and Call Centers. This includes staffing and capacity management, service and productivity performance, standardized workflows and standard work, policy and procedure oversight, technology and telephony operations, quality monitoring, staff performance, budget management, and operational improvement. The PCS Manager works collaboratively with the Director of Patient Care Services, Clinical Operations, Clinic Managers, Clinical Learning, Quality, Information Services/Clinical Information Systems, Human Resources, Finance, and other departments to ensure accessible, safe, efficient, personalized, and consistent service. The Manager retains operational accountability while the Director of PCS provides strategic direction, organizational integration, patient/member experience strategy, executive leadership, and broader oversight of Patient Care Services and Member Services. The PCS Manager supports the mission, vision, and Common Values of GHC-SCW and promotes a cooperative working environment in which staff are equipped to provide exceptional patient and member experience. GHC-SCW is a quality driven cooperative built on collaboration, community involvement, innovation, and belonging.

Requirements

Bachelor’s degree from an accredited college or university in Health Care Administration, Business, Nursing, or related field required.
Four (4) to seven (7) years of relevant experience in Patient and Customer Experience required.
2+ years of progressive management or operational leadership experience in a clinic, call center, patient/customer service, or healthcare practice setting required.
Experience leading supervisors and multi-site operational teams required.
Experience with operational performance management, workforce/capacity planning, process improvement, and customer service required.
Ability to travel to various work sites.
Employee is expected to provide personal transportation.
Possession of a valid Wisconsin driver license if the employee is operating a motor vehicle.
Ability to handle confidential information with integrity and professionalism.
Ability to maintain patient confidentiality required.
Knowledge of medical records and appropriate documentation requirements.
Knowledge of HIPAA requirements.
Ability to be a team player in a team-oriented environment.
Ability to interact with staff at all levels.
Excellent written and verbal communication and interpersonal skills.
Ability to speak and listen in person and on the phone.

Nice To Haves

Experience in a similar size/type of organization or managed care preferred.
Experience with electronic medical record systems such as EPIC and related scheduling/call center technologies preferred.
Training or experience in Continuous Improvement and/or Lean strategies preferred.

Responsibilities

Operational leadership for Reception and Call Center operations.
Direct operational leadership for Reception staff through Supervisors.
Direct supervision and operational direction to Primary Care Call Center Supervisor and Behavioral Health Call Center Supervisor.
Translating organizational and Patient Care Services strategy into reliable operational practice.
Staffing and capacity management.
Service and productivity performance management.
Standardized workflows and standard work oversight.
Policy and procedure oversight.
Technology and telephony operations management.
Quality monitoring.
Staff performance management.
Budget management.
Operational improvement initiatives.
Collaborating with various departments to ensure accessible, safe, efficient, personalized, and consistent service.
Supporting the mission, vision, and Common Values of GHC-SCW.
Promoting a cooperative working environment.
Leading by example and maintaining professional conduct.
Communicating effectively verbally, non-verbally, and in written form.
Providing coaching, guidance, problem-solving, and constructive feedback.
Maintaining patient, member, employee, and proprietary confidentiality and adhering to compliance requirements.
Treating everyone with dignity and respect.
Working effectively with a diverse staff and member population.
Considering the impact of operational decisions on members, patients, staff, providers, other departments, and the organization.
Collaborating effectively with clinical, administrative, and external partners.
Using data, assessment skills, and sound judgment to identify operational risks and opportunities.
Remaining resourceful and flexible during emergent situations and changing operational conditions.
Analyzing operational and financial information and using cost/benefit considerations in decision-making.
Preparing, managing, monitoring, and controlling assigned operating and capital budgets.
Ensuring efficient use of staffing resources and monitoring productivity and capacity.
Promoting continuous improvement using Better Together System principles and Lean thinking.
Using performance data and staff feedback to identify, prioritize, and implement improvements.
Supporting accessible, safe, efficient, personalized, and consistent service.
Participating in organizational quality and continuous improvement initiatives.
Remaining current with relevant operational, customer service, technology, and healthcare trends.
Interacting professionally with staff, providers, leaders, members, and community partners.
Contributing to a supportive and healthy work environment conducive to learning.
Resolving interdepartmental concerns in collaboration with appropriate parties.
Complying with all GHC-SCW organizational and departmental policies.
Setting high personal standards for quality and timeliness.
Representing the organization in a positive and professional manner.
Demonstrating a commitment to GHC-SCW's Mission, Vision, and Common Values.