AVP Patient Contact Center Operations

Advocate Health; Charlotte (NC); On-site; USD 150,000 - 230,000; Full time

Job summary

Advocate Health seeks an Executive to lead Central Practice Operations, overseeing program development and daily management across multiple practices. You will coordinate with physicians, executive leaders, and system partners to align with mission and financial stewardship.

The role emphasizes leadership, strategic planning, and efficiency improvements, with a strong focus on clinical and operational excellence and stakeholder diplomacy.

Qualifications

• 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.

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.

Skills

Leadership

Operations management

Strategic planning

Communication

Education

Bachelor's Degree

MBA/MHA or relevant graduate degree

Job description

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.
• Understands and applies 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.