Urology Call Center Supervisor — Patient Access & Ops

Boston Children’s Hospital; Boston (MA); Sur place; USD 95 000 - 125 000; Plein temps

Résumé du poste

Boston Children’s Hospital in Boston, MA seeks an Operations Manager to oversee daily call center and patient access operations, supervise support staff, manage scheduling, training, and performance reviews, and ensure compliance with hospital policies.

You will analyze KPIs using Epic reporting tools, drive efficiency, improve patient experience, and support budgeting and cost containment through effective resource management.

Qualifications

• Associate's degree or equivalent required; Bachelor's preferred.
• Minimum 3 years of managerial or supervisory experience.
• Effective communication skills, written and verbal; empathy in challenging situations.
• Knowledge of hospital systems and operations.

Responsabilités

• Oversee daily call center operations to ensure timely, accurate, and patient-centered service while maintaining adherence to scheduling, escalation, and customer service standards.
• Direct the daily management of scheduling, referral, and patient access workqueues to ensure timely resolution of patient requests and efficient referral processing.
• Utilize Epic reporting tools and other analytics platforms to monitor performance, patient access outcomes, and operational efficiency across scheduling and call center functions.
• Conduct audits and process reviews to ensure operational consistency, accuracy, compliance, and adherence to established protocols.
• Supervises administrative staff, including interviewing, hiring, onboarding, training, development, performance management, and annual evaluations.
• Maximizes revenue and patient experience by ensuring accurate and timely registration, scheduling, billing, documentation, coding, and charge entry.
• Ensures staff compliance with Hospital policies, ECES standards, information systems, third-party regulations, and applicable requirements (e.g., DPH, licensure, The Joint Commission, OSHA).
• Oversees daily operations, including clinician schedules, space and resource utilization, facility needs, payroll, reporting, and administrative programs such as fellowships, residencies, and training grants.
• Manages medical and office supply purchasing, inventory, and budgets in accordance with Hospital protocols. Identifies trends and opportunities for cost containment and efficient resource use.
• Monitors patient satisfaction and implements service improvements to support a positive patient experience.
• Supports the budget process by analyzing trends, preparing cost projections and reports, monitoring payroll and expenses, resolving variances, and developing recommendations to improve cost effectiveness.

Connaissances

People management

Communication

Data analysis

Scheduling

Formation

Associate's degree or equivalent

Bachelor's degree preferred

Outils

Epic

Description du poste

Boston Children’s Hospital in Boston, MA seeks an Operations Manager to oversee daily call center and patient access operations, supervise support staff, manage scheduling, training, and performance reviews, and ensure compliance with hospital policies.

You will analyze KPIs using Epic reporting tools, drive efficiency, improve patient experience, and support budgeting and cost containment through effective resource management.