Patient Service Operations Director

Conifer Health Solutions

About The Position

The Patient Services Center Director oversees the Patient Service Center and remote employees and is responsible for delivering patient services successfully in a call center and BPO environment. The Director is the primary contact for hospital leadership at the hospitals supported by the center and reports to the Sr. Director, Patient Services. The role leads programs and projects aligned with business strategy and objectives and implements and improves operating systems, policies, and procedures to achieve center performance metrics. The Director manages operations, performance, goal setting, company policies and procedures, and company and customer performance. The position oversees direct reports including the Manager, PSC; Supervisor, PSC; Analyst, QA; and Rep, PSC I - LEAD. Supervisory duties include interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining employees, and resolving complaints and problems. The role requires office and hospital work and approximately 25% travel may be required. Compensation is $92,602–$138,902 annually, depending on location, qualifications, and experience. The position may be eligible for an annual incentive plan bonus of 10%–25%; management-level positions may be eligible for sign-on and relocation bonuses.

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.
Creativity in developing and implementing changes to improve efficiency, outcomes, and performance.
Hands-on approach to management.
Self-motivated, proactive, and able to work effectively with minimum supervision.
Track record of effective team and customer relationship management, with demonstrated ability to lead and motivate teams.
High degree of technical proficiency, excellent problem-solving skills, and analytical ability.
Flexibility and versatility, with tolerance for a changing work environment.
Ability to manage multiple priorities and projects and strong 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 Windows-based computer environments and ability to multitask across multiple systems simultaneously.
Ability to use dual computer monitors may be required.
Ability to work seated, use a computer, and answer a telephone; ability to travel and walk through hospital departments across broad campus settings, including Emergency Department environments.
As applicable and permitted by law, obtain and provide confirmation of required vaccinations and screenings before employment begins.

Nice To Haves

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

Responsibilities

Direct overall operations, establish performance objectives and metrics, define measurement tools, and manage resources to achieve business objectives and department targets.
Assess productivity and workflow using measurements to achieve productivity goals.
Analyze financial data to meet monthly, quarterly, and annual budget targets.
Analyze performance data and re-engineer processes using benchmarks from internal and external business partners.
Use a balanced scorecard to manage site performance.
Foster a service-oriented, team-based environment with clients to support quality patient care and meet client needs and customer-satisfaction goals.
Ensure ongoing training, development, and support for personnel, including their understanding of company policies and procedures.
Maintain databases of current policies, procedures, and practices so leadership and front-end operations have accurate information.
Implement leadership training and performance goals for direct-report Managers and/or Supervisors to improve managerial skills and professional growth.
Interview, hire, train, direct, and evaluate employees; assign work; reward and discipline employees; and address complaints and problems.

Benefits

Medical, dental, vision, disability, life, and business travel insurance.
Management time off (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.
Employee discount program.
Voluntary benefits including pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder and childcare, AD&D, and auto and home insurance.
Colorado paid leave in accordance with the Healthy Families and Workplaces Act, for Colorado employees.
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.