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Manager, Patient Access Contact Center - M-F 8-5pm, Hybrid
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About the position The Manager of Patient Access Contact Centers is responsible for the day-to-day operations and performance of reputed company patient access contact center teams. This 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. Responsibilities • Supervise and support contact center supervisors and reputed company 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 key performance indicators (KPIs) such as call wait times, abandonment rates, and patient satisfaction; monitor trends and identify areas of improvement with corrective actions implemented 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/administrative departments; facilitate regular team meetings and cross-functional updates; communicate changes in policies, procedures, or systems effectively to staff Requirements • Bachelor's degree in Business, Health Administration, Operations Management or reputed company field • 3+ years in patient access, reputed company, or contact/call center experience • 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 reputed company with a focus on reputed company improvement • Ability to manage multiple priorities in a fast-paced environment reputed company-to-haves • Master's Degree in Business, Health Administration, Operations Management or reputed company field • 5+ years in patient access, reputed company, or contact/call center experience • 3 years of management experience Benefits • Comprehensive health benefits that start day1 • Student Loan Repayment Assistance & Reimbursement Programs • Family-focused benefits • Wellness incentives • Ongoing mentorship, development, and leadership programs Apply tot his job Apply To this Job
