Patient Service Operations Director

Tenet Healthcare Corporation•United States,

1d•$92,602 - $138,902

About The Position

The Patient Services Center Director oversees the Patient Service Center and remote employees, ensuring successful delivery of patient services in a call center and BPO environment. The Director serves as the primary point of contact for leadership at supported hospitals and reports to the Senior Director, Patient Services. This role leads strategic programs and projects and implements and improves operating systems, policies, and procedures to achieve center performance metrics. The Director is accountable for operations, performance management, goal setting, company policies and procedures, and overall company and customer performance. The role manages operational performance and resources, evaluates productivity and workflow, analyzes financial and performance data, and improves processes through benchmarking and scorecard management. It also fosters a service-oriented environment that supports teamwork, patient care, client needs, and customer satisfaction. The Director ensures personnel receive ongoing training and development and implements leadership training and performance goals for direct-report managers and supervisors. The position includes supervisory responsibility for the Manager, PSC; Supervisor, PSC; Analyst, QA; and Rep, PSC I - LEAD. Supervisory duties include interviewing, hiring, training, directing and evaluating work, recognizing and disciplining employees, and resolving complaints and problems. Approximately 25% travel may be required. The work environment includes office and hospital settings.

Requirements

High school education or GED.
Strong understanding of call center and BPO operations and call center solutions.
Excellent interpersonal and communication skills to encourage teamwork, professionalism, and respect.
Ability to develop and implement changes that improve efficiency, outcomes, and performance.
Hands-on approach to management.
Highly motivated, self-starting, and able to work effectively with minimum supervision.
Strong track record in team and customer relationship management, with demonstrated ability to lead and motivate teams.
High technical proficiency, problem-solving skills, and analytical ability.
Flexibility and versatility, with tolerance for a changing work environment.
Ability to manage multiple priorities and projects and demonstrate influencing skills.
Ability to communicate and problem-solve effectively in stressful or fast-paced environments.
Advanced skills with Word, Excel, SharePoint, and PowerPoint.
Ability to work in a production-driven environment.
Working knowledge of a Windows-based computer environment and ability to multitask across multiple systems.
Ability to work while sitting, use a computer, and answer a telephone.
Ability to travel and walk through hospital-based departments across broad campus settings, including Emergency Department environments.
Obtain and provide confirmation of required vaccinations and screenings before employment, as applicable and permitted by law.

Nice To Haves

Bachelor’s degree in Business or Healthcare.
Five or more years of direct employee management experience.
Five or more years of call center management experience, preferably in hospital operations, health insurance, or a health-related field.
Familiarity with using dual computer monitors.

Responsibilities

Direct overall operations, establish performance objectives and metrics, define measurement tools, and manage resources to meet business objectives and departmental targets.
Assess productivity and workflow using measurements to achieve productivity goals.
Analyze financial data and meet monthly, quarterly, and annual budget targets and goals.
Analyze performance data and re-engineer processes through benchmarking with internal and external business partners.
Use a balanced scorecard to manage site performance.
Foster a service-oriented environment and teamwork with clients to support patient care, client needs, and customer satisfaction.
Ensure ongoing training, development, and support for personnel, including their knowledge of company policies and procedures.
Maintain databases of current policies, procedures, and practices so accurate information is available to leadership and front-end operations.
Implement leadership training and performance goals for direct-report managers and supervisors.
Interview, hire, train, assign and direct work, appraise performance, reward and discipline employees, and address complaints and problems.

Benefits

Medical, dental, vision, disability, life, and business travel insurance.
Management time off, including vacation and sick leave, with a minimum of 12 days per year.
401(k) with up to 6% employer match.
10 paid holidays per year.
Health savings accounts and healthcare and dependent flexible spending accounts.
Employee Assistance Program and employee discount program.
Voluntary benefits including pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder and childcare benefits, AD&D, and auto and home insurance.
Paid leave for Colorado employees in accordance with Colorado’s Healthy Families and Workplaces Act.
Position may be eligible for an annual incentive plan bonus of 10%-25%, depending on role level.
Management-level positions may be eligible for sign-on and relocation bonuses.