Hybrid Patient Access Center Manager - Operations and Experience

Hackensack Meridian Health Inc.; Iselin (PA); Hybrid; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

Hackensack Meridian Health is seeking a Manager, Patient Access Center to lead policy development for the contact center and drive a differentiated patient experience. The role collaborates with the Director to ensure timely handling of calls, emails and chats, upholding quality, service and scheduling standards while adhering to budget.

The position offers a hybrid schedule and requires extensive experience in high-volume customer service, with strong leadership and compliance knowledge to

Qualifikationen

• Bachelor's degree or equivalent experience.
• Minimum 7 years in a high-volume customer service, hospital, medical group or call center scheduling environment.
• Experience with call center telephone systems, including IVR, CRM, WFM, speech analytics, call recording or equivalent.
• Excellent organization, communication and interpersonal skills to interact with all staff levels and vendors.
• Ability to manage and prioritize multiple priorities in a dynamic environment.
• Experience managing personnel directly or indirectly.
• Operations management skills to analyze and improve performance.
• Knowledge of applicable laws, compliance program and standards of conduct.
• Ability to adapt to changing environments and lead with hands-on enthusiasm.
• Coaching skills that impact front-line and supervisory leaders.
• Ability to collaborate with internal and external partners.
• Experience in a highly matrixed organization.

Aufgaben

• Collaborate with the Director, Patient Access Center to define policies and procedures for both insourced and outsourced contact center operations.
• Ensure calls, emails and chats are handled promptly while meeting QA, customer service and scheduling guidelines.
• Operate within the department budget.

Kenntnisse

Organization skills

Communication skills

Interpersonal skills

Adaptability

Leadership

Coaching

People management

Operations management

Matrix organization

Compliance awareness

Ausbildung

Bachelor's degree or equivalent experience

Bachelor's degree

Tools

Call center systems (IVR, CRM, WFM, speech analytics, call recording)

Jobbeschreibung

Hackensack Meridian Health is seeking a Manager, Patient Access Center to lead policy development for the contact center and drive a differentiated patient experience. The role collaborates with the Director to ensure timely handling of calls, emails and chats, upholding quality, service and scheduling standards while adhering to budget.

The position offers a hybrid schedule and requires extensive experience in high-volume customer service, with strong leadership and compliance knowledge to