Manager - (Contact Center Management Exp- REQ)- Local NJ/NY or PA- Applicants Only

RWJBarnabas Health; New Jersey; Remote; USD 75,000 - 107,000; Full time

Job summary

A healthcare organization is seeking a Manager for its Patient Access Services. This role involves managing the contact center, leading operational efforts, and ensuring compliance with regulatory standards. The ideal candidate has a High School Diploma and at least 3 years of management experience, preferably in healthcare. The position offers a salary ranging from $75,597 to $106,780, with various benefits and a full-time schedule.

Benefits

Paid Time Off (PTO)

Medical and Prescription Drug Insurance

Dental and Vision Insurance

Retirement Plans

Short & Long Term Disability

Life & Accidental Death Insurance

Tuition Reimbursement

Flexible Spending Accounts

Wellness Programs

Voluntary Benefits (e.g., Pet Insurance)

Qualifications

• 3+ years of experience in a contact center management capacity, healthcare experience preferred.

Responsibilities

• Manage daily operations of the centralized contact center.
• Lead core operational elements: productivity and customer experience.
• Coach and develop staff to meet performance standards.
• Collaborate with leadership to optimize efficiency.
• Ensure compliance with regulatory requirements.

Skills

Excellent verbal and written communication skills

Knowledge of telephony contact center systems

Healthcare scheduling workflows

Medical terminology

Computer skills

Education

High School Diploma

Job description

Overview

Job Title: Manager

Location: Remote (NJ/NY/PA based) • Department: Patient Access Services • Status: Full-Time (Salaried) • Shift: Day

Pay Range: $75,597.00 - $106,780.00 per year. The compensation offered depends on factors including education, skills and experience. The above salary reflects anticipated range for New Jersey operations.

Job Responsibilities

• Manage daily operations of the centralized contact center, including inbound/outbound interactions for hospital and physician practices, multiservice scheduling, registration, insurance eligibility verification, financial liability estimation/collection, physician-to-physician connections, online physician referral inquiries, and general switchboard-type transfers.
• Lead core operational elements: productivity, customer experience, employee engagement, and quality management.
• Coach and develop staff to meet performance standards and adhere to policies and processes.
• Facilitate onboarding, orientation, and ongoing education of department staff.
• Collaborate with leadership across physician practices, hospital, school of medicine, and marketing to optimize customer experience and operational efficiency.
• Provide leadership support to department supervisors and model the organization’s mission and values.
• Maintain extensive knowledge of scheduling and registration protocols for hospital and physician groups; ensure staff training for multiple specialties.
• Monitor and improve productivity, quality, and staff performance; manage coaching and performance improvement plans.
• Ensure compliance with regulatory requirements and internal policies; escalate issues as needed to clinical or administrative resources.
• Participate in service-oriented leadership, ensuring customer interactions are friendly, empathetic, and service-focused.
• Supervise day-to-day activities, delegate tasks, and ensure staff meet performance criteria.
• Escalate questions/issues promptly and coordinate with clinical/administrative resources to maintain patient/physician satisfaction.
• Monitor staff qualifications and competencies; conduct initial and annual evaluations timely.

Qualifications

• Required: High School Diploma
• Experience: 3+ years of experience in a contact center management capacity; healthcare experience preferred.
• Skills: Excellent verbal and written communication skills; knowledge of telephony contact center systems and healthcare scheduling workflows; medical terminology and computer skills.

Essential Functions

• Conducts all managerial duties in accordance with RWJBH policies; enforces professional standards aligned with the department and enterprise values.
• Maintains scheduling and registration protocols for hospital and physician practice groups; ensures staff are trained for multiple specialties.
• Maintains knowledge of all scheduling processes; ensures staff competencies through initial and annual evaluations.
• Directs daily contact center activities to meet performance criteria; ensures a teamwork-oriented approach with clinical and administrative leadership.
• Applies coaching and counseling for staff performance plans and disciplinary processes as needed.
• Ensures productivity, efficiency, quality, and compliance; analyzes reports to manage workload and staffing.
• Supports staff with timely, professional, and empathetic service; monitors calls to identify learning opportunities.
• Coordinates with training teams to ensure protocols and references are accurate and complete.
• Collaborates with clinical/administrative leadership to provide a seamless patient experience.
• Ensures regulatory compliance (Joint Commission, CMS, etc.) and adheres to Federal, State, and County requirements.

Benefits and Perks

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Flexible Spending Accounts: Health Care/Dependent Care
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts with partners (e.g., NJ Devils, NJPAC, Verizon, etc.)

Additional

Benefits reflect market-competitive Total Rewards and are designed to support employees’ physical, emotional, social, and financial health. This job description is not a comprehensive listing of activities, duties, or responsibilities and may change at any time without notice.

RWJBarnabas Health is an Equal Opportunity Employer