Manager, Patient Access Center

Hackensack Meridian Health Inc.; Iselin (PA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Organization skills

Communication skills

Interpersonal skills

Adaptability

Leadership

Coaching

People management

Operations management

Matrix organization

Compliance awareness

Education

Bachelor's degree or equivalent experience

Bachelor's degree

Tools

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

Job description

Our team members are the heart of what makes us better.

At Hackensack MeridianHealth we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Manager, Patient Access Center will collaborate with the Dir, Patient Access Center to define policies and procedures for the contact center operation (insourced and outsourced) to execute and deliver a differentiated patient experience. This position ensures that calls, emails, chats, etc. are handled promptly, meeting required quality assurance, customer service and scheduling guidelines, including operating within department budget.

This position will offer a hybrid schedule.

Education, Knowledge, Skills and Abilities Required:

• Bachelor's degree or equivalent experience.
• Minimum of 7 years of experience 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, etc. or equivalent experience leveraging tools and technology to improve efficiency, engagement and customer experience.
• Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
• Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
• Experience managing personnel directly or indirectly.
• Operations Management Skills - proven ability to identify, collect and analyze operations performance data and other related data to improve performance.
• Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program, Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
• Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership.
• Proven coaching skills that impact both front-line and supervisory leaders.
• Ability to work effectively with diverse groups ranging from entry level to executive level positions.
• Ability to collaborate effectively with both internal and external partners.
• Experience working in a highly matrixed organization.

Education, Knowledge, Skills and Abilities Preferred:

• Bachelor's degree.
• Project Management Skills - proven ability to manage projects on time and on budget that require multiple layers of service providers, internal and external stakeholders.