Manager, Patient Access Center

Hackensack Meridian Health; Woodbridge Township (NJ); Hybrid; USD 102,000 - 125,000; Full time

Benefits offered by this job

Hybrid schedule

Competitive benefits

Job summary

Hackensack Meridian Health is seeking a Manager, Patient Access Center to lead the network-wide contact center operations and shape policies that deliver a differentiated patient experience. The role partners with executive leadership to drive staffing, scheduling, quality assurance and performance metrics across insourced and outsourced channels.

The position offers a hybrid schedule and opportunities to implement strategic initiatives, optimize systems, and coach a diverse team toward

Qualifications

• Bachelor's degree or equivalent experience.
• 7+ years in high-volume customer service, hospital, medical group or call center scheduling.
• Experience with call center tech (IVR, CRM, WFM, speech analytics, recording).
• Excellent organization, communication and interpersonal skills for all staff levels.
• Ability to manage multiple priorities in a dynamic environment.
• Experience managing personnel directly or indirectly.

Responsibilities

• Oversee day-to-day operations of the network-wide HMH contact center.
• Develop and implement strategic and tactical initiatives for a modern operating entity.
• Provide oversight for third party contracts and performance.
• Lead access projects across the organization to improve patient access metrics.
• Partner with HR to develop optimal staffing models (remote and on-site).
• Evaluate systems and technology to ensure tools drive efficiency.
• Set objectives and measurable performance standards to meet service goals.
• Oversee multiple complex projects in a fast-paced environment.

Skills

Customer service leadership

Call center operations

Staffing & scheduling

Quality assurance

Communication

Change management

Training & coaching

Education

Bachelor's degree or equivalent experience

Tools

IVR

CRM

WFM

Speech analytics

Call recording

Job description

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

Overview
Our team members are the heart of what makes us better.
At Hackensack Meridian Health 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. Responsibilities A day in the life of a Manager, Patient Access Center at Hackensack Meridian Health includes:

• Oversee the day-to-day operations of the network wide HMH contact center, while simultaneously developing and implementing both strategic and tactical initiatives to build and evolve the patient access center into a modern operating entity.
• Assist in planning the patient access center implementation strategy, including pilot projects, transitions and full-scale implementation.
• Provide oversight for third party contracts and performance, including invoice reconciliation, quality audits and monitoring service level standards.
• Work in tandem with clinical and administrative leadership to develop and lead access and engagement projects across the organization to drive improvement in our patient access metrics, specifically access to ambulatory care.
• Partner with Human Resources to develop optimal staffing models, including remote and on-site workforce.
• Evaluate the use of systems and technology and ensure tools are leveraged for optimal efficiency.
• Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives.
• Develop and implement procedures and processes that lead to a highly effective, consistent, and efficient Customer Service team.
• Ensure team's focus is on the patient through training, coaching and service measurements.
• Continually examine new and innovative ways to enhance the experience of customers and employees, including bringing ideas, benchmarks and expertise from outside the organization.
• Recommends or approves personnel decisions related to hiring, performance management, and termination.
• Monitor staff productivity and performance quality using systematic reports. Establish challenging benchmarks and metrics, monitoring and communicating to appropriate internal stakeholders on an ongoing basis.
• Manages and oversees team performance through performance planning, coaching and performance appraisals. Holds direct reports accountable for managing and developing their assignments to ensure goals are achieved.
• Works to identify operational improvements, opportunities for contact center efficiency and inter-departmental partnerships. Directly implements changes as needed.
• Set objectives and measurable performance standards to meet service goals and drives continuous improvement.
• Oversee the management of multiple, complex projects in a fast-paced environment.
• Offers innovative solutions to achieving objectives and overcoming problems.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications 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.

Compensation Minimum rate of $113,609.60 Annually
HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.
Job Duties The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
• Experience: Years of relevant work experience.
• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
• Skills: Demonstrated proficiency in relevant skills and competencies.
• Geographic Location: Cost of living and market rates for the specific location.
• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.
In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.
HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.
Our Network Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility
As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.