Manager, Patient Access Center

Hackensack Meridian Health; Woodbridge Township (NJ); Híbrido; USD 102.000 - 125.000; Jornada completa

Descripción de la vacante

Hackensack Meridian Health is seeking a Manager, Patient Access Center in New Jersey to lead policy creation for the contact center and drive a superior patient experience across calls, emails, and chats.

This hybrid role requires a Bachelor’s degree and 7+ years in a high-volume healthcare or call center setting, with strong leadership, operations, and compliance knowledge. The position offers competitive benefits and a focus on service excellence.

Formación

• Bachelor's degree or equivalent experience.
• 7+ years in high-volume customer service or call center scheduling.
• Experience with call center systems (IVR, CRM, WFM) or equivalent tech.
• Strong organizational, communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience supervising personnel, directly or indirectly.

Responsabilidades

• Define policies and procedures for the contact center (insourced and outsourced).
• Ensure calls, emails, chats are handled promptly with QA guidelines.
• Operate within department budget and deliver a differentiated patient experience.
• Collaborate with the Director to optimize patient access.
• Lead and coach teams across levels from entry to executive.

Conocimientos

Leadership

Customer service

Interpersonal skills

Prioritization

Communication

Educación

Bachelor's degree or equivalent experience

Herramientas

IVR

CRM

WFM

Speech analytics

Call recording

Descripción del empleo

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.

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.

187467

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.

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.