Manager, Patient Access Contact Center - M-F 8-5pm, 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. 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
ā¢ Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture
ā¢ 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
ā¢ 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
ā¢ 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
ā¢ 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
ā¢ Bachelor's degree in Business, Health Administration, Operations Management or related field
ā¢ 3+ years in patient access, healthcare, or contact/call center experience
ā¢ 1 year of management experience
ā¢ Strong leadership and team-building skills
ā¢ Excellent communication and interpersonal abilities
ā¢ Proficiency in contact center systems and reporting tools
ā¢ Analytical mindset with a focus on continuous improvement
ā¢ Ability to manage multiple priorities in a fast-paced environment
Nice-to-haves
ā¢ Master's Degree in Business, Health Administration, Operations Management or related field
ā¢ 5+ years in patient access, healthcare, or contact/call center experience
ā¢ 3 years of management experience
Benefits
ā¢ Comprehensive health benefits that start day1
ā¢ Student Loan Repayment Assistance & Reimbursement Programs
ā¢ Family-focused benefits
ā¢ Wellness incentives
ā¢ Ongoing mentorship, development, and leadership programs
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. 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
ā¢ Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture
ā¢ 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
ā¢ 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
ā¢ 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
ā¢ 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
ā¢ Bachelor's degree in Business, Health Administration, Operations Management or related field
ā¢ 3+ years in patient access, healthcare, or contact/call center experience
ā¢ 1 year of management experience
ā¢ Strong leadership and team-building skills
ā¢ Excellent communication and interpersonal abilities
ā¢ Proficiency in contact center systems and reporting tools
ā¢ Analytical mindset with a focus on continuous improvement
ā¢ Ability to manage multiple priorities in a fast-paced environment
Nice-to-haves
ā¢ Master's Degree in Business, Health Administration, Operations Management or related field
ā¢ 5+ years in patient access, healthcare, or contact/call center experience
ā¢ 3 years of management experience
Benefits
ā¢ Comprehensive health benefits that start day1
ā¢ Student Loan Repayment Assistance & Reimbursement Programs
ā¢ Family-focused benefits
ā¢ Wellness incentives
ā¢ Ongoing mentorship, development, and leadership programs