AVP Patient Contact Center Operations

600 Advocate Health, Inc.; Charlotte (NC); Remote; USD 104,000 - 166,000; Full time

Benefits offered by this job

Health benefits

Retirement plan with employer match

Paid Time Off

Educational Assistance Program

Job summary

Advocate Health in Charlotte, NC seeks an AVP Central Practice Operations to lead central services for the Medical Group. You will guide strategy, manage multiple practices, and ensure high quality, cost-effective health care through data-driven decision making.

The role emphasizes collaboration with executives, system partners, and practice managers to align clinical and operational goals and deliver exceptional patient care.

Qualifications

• Bachelor's Degree required; MBA/MHA or relevant graduate degree preferred.

Responsibilities

• Provides programmatic support services to the Medical Group for central services including: strategic system program development and daily management of contact centers
• data collection and analysis
• problem solving and conflict resolution
• relationship management and process evaluation and improvement
• Understand and apply management information and principles to address a broad range of medical practice tasks in domains such as Financial Management, Telephony Reporting, CRM, HR, Governance, Planning, Information Management, and Risk Management
• Recommend knowledge-based solutions and courses of action that promote quality improvement
• Integrates and coordinates operations and optimal resource management between multiple locations
• Organizes and manages human and physical resources to achieve input, buy-in, and optimal performance
• Effective communication with all teams and stakeholders for transparency and reliability
• Supervises daily operations of multiple practices through on-site practice managers
• Assesses and coordinates clinical and operational functions to ensure high quality, cost effective health care

Skills

Leadership

Strategic planning

Data collection

Problem solving

Relationship management

Education

Bachelor's Degree

MBA/MHA or relevant graduate degree

Job description

Department: 12709 Enterprise Corporate - Executive Administration Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: This is a full-time, remote role. Pay Range: $75.40 - $120.65

Assists with the development and management of central services.

Works with Practices, Physicians, Executive leaders, and System partners with new and established improvement strategies by providing leadership, guidance, and direction in achieving outcomes consistent with mission, philosophy, goals, and objectives.

Assists with centralized implementations, tracking and reporting.

Implements strategy and supports a constructive relationship with all stakeholders through effective communication and diplomacy.

The AVP Central Practice Operations manages by objective, reports by exception and works with a keen eye to clinical and financial excellence in the stewardship entrusted to them.

Essential Functions

Provides programmatic support services to the Medical Group for central services including:

• strategic system program development and daily management of contact centers
• data collection and analysis
• problem solving and conflict resolution
• relationship management and process evaluation and improvement.

Understand and apply the management information, concepts and principles necessary to address a broad range of medical practice tasks and situations in the following domains:

• Financial Management
• Telephony Management and Reporting
• Customer Relationship Management
• Human Resource Management
• Governance and Organizational Dynamics
• Planning and Marketing
• Information Management
• Risk Management and Business and Clinical Operations

Recommend knowledge-based solutions and courses of action that will promote quality improvement.

Integrates and coordinates operations and optimal resource management between multiple locations.

Organizes and manages human and physical resources to achieve input, buy-in, and optimal performance and efficiency.

Effective communication with all teams and stakeholders for the highest transparency and to instill trust and reliability with daily operations.

Supervises daily operations of multiple practices through on-site practice managers.

Assesses, plans, coordinates, and evaluates the clinical and operational functions of the practices in their divisions to ensure high quality, cost effective health care is provided by an educated and competent staff.

Physical Requirements

Work requires lifting and moving reports and notebooks weighing up to 10 pounds. Must be able to work under pressure and meet deadlines. May experience prolonged periods of sitting utilizing the computer to read reports, 10-key calculator and answering the telephone.

Education, Experience and Certifications

Bachelor's Degree required; MBA/MHA or relevant graduate degree preferred. Minimum of 10 years of effective/operation group practice management experience. Experience working with an integrated delivery system is highly desirable.

Our Commitment to You

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world‑class doctors and caregivers, innovative solutions, outstanding outcomes, and leading‑edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care