Manager, Pasadena Medical Office Building - Pasadena Medical Office Building Full Time 8 Hour D[...]

Keck Medicine of USC; Pasadena (CA); On-site; USD 81,000 - 134,000; Full time

Job summary

An established industry player in healthcare is seeking a dynamic Manager for their Pasadena Medical Office Building. This role is pivotal in overseeing call center operations, enhancing patient experiences, and ensuring efficient scheduling processes. The ideal candidate will lead a dedicated team, implement innovative protocols, and drive continuous improvement in service delivery. If you are a proactive leader with a passion for healthcare and a knack for data analysis, this opportunity offers a chance to make a significant impact in a collaborative environment.

Qualifications

• 5+ years of experience in a call center or related field.
• 3+ years of experience overseeing customer service in healthcare.

Responsibilities

• Manage the Patient Care Connect Coordinator team effectively.
• Oversee daily call center operations and ensure quality standards.

Skills

Leadership

Data Analysis

Interpersonal Skills

Communication Skills

Multi-tasking

HIPAA Compliance

Patient Scheduling

Education

Bachelor's Degree

Tools

MS Office

Job description

Manager, Pasadena Medical Office Building - Pasadena Medical Office Building Full Time 8 Hour Days (Exempt) (Non-Union)

Join to apply for the Manager, Pasadena Medical Office Building - Pasadena Medical Office Building Full Time 8 Hour Days (Exempt) (Non-Union) role at Keck Medicine of USC

Job Overview

The Manager, PMOB Call Center Operations oversees planning, scheduling, development, and monitoring of medical call center telephone answering and patient appointment scheduling at the USC PMOB Call Center. Collaborating closely with PMOB clinic leadership and Pre-Arrival leadership, this role ensures accurate financial clearance and authorization processes to enhance patient experience. The manager will lead the Pasadena Patient Care Connect team supporting USC's Hospitals, Clinics, and Physician Offices, focusing on task execution, personnel management, operational oversight, training, and quality metrics. The position requires leadership, data analysis, and continuous improvement in technology and processes.

Essential Duties

• Manage the Patient Care Connect Coordinator team to support USC’s hospital, faculty practices, and satellite sites.
• Implement protocols, processes, and procedures to improve call center and scheduling performance, including monitoring performance metrics and ensuring alignment with the call center mission.
• Coach staff through individual and group meetings to foster communication and teamwork.
• Oversee the PMOB Call Center Academy and Quality Program, developing and updating training materials for virtual and onsite delivery.
• Assess and improve training programs to meet organizational initiatives.
• Evaluate team member performance and oversee staff skill development through regular training and assessments.
• Plan staffing and Workforce Management, including predictive reporting and activity tracking to inform decisions.
• Collaborate with internal and external stakeholders to define operational requirements and resource needs.
• Lead daily call center operations, including forecasting, scheduling, quality monitoring, performance improvement, hiring, and staff development.
• Ensure staffing levels match demand and that after-hours teams handle urgent messages effectively.
• Uphold known service standards, resolve patient and customer issues, and empower supervisors to handle escalations.
• Manage day-to-day activities within the call center and provide coverage as needed.

Minimum Qualifications

• Bachelor's degree required; additional four years of experience if not obtained.
• Five years of experience in a call center or related field.
• Three years of experience overseeing customer service in healthcare.
• Knowledge of HIPAA compliance and insurance types.
• Excellent interpersonal, organizational, and communication skills.
• Ability to multi-task, implement procedures, and establish efficient workflows.
• Knowledge of patient scheduling, insurance authorization, and related systems.
• Understanding of medical terminology, health plans, third-party insurance, reporting, and MS Office.

Preferred Qualifications

Licenses/Certifications

• Fire Life Safety Training (LA City); must obtain within 30 days if not already held.

Compensation

The annual salary range is $81,120 - $133,010, considering experience, education, skills, and organizational factors.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Healthcare Provider
• Industries: Hospitals and Healthcare