The primary purpose of the Patient Access Call Center Manager position is to be responsible for all call center activities. This position ensures appropriate staffing quantities and quality to provide excellent patient care. Plans and implements call center strategies and operations, enhances systems and processes, and manages all teams of Call Center Representatives, making the most effective and efficient use of call-center staff and technology resources. Determines call center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifies and evaluates state-of-the-art technologies; defines user requirements; and establishes technical specifications and production, productivity, quality, and customer-service standards.

Essential Duties and Responsibilities include the following:

• Reviews and approves scripts to ensure the Patient Access Coordinators are well-equipped to address customer inquiries, support requests, and problems efficiently.
• May observe team meetings led by supervisors to enhance communication and provide transparency into performance. May participate in meetings, as needed.
• Monitors calls to maintain quality standards and establishes a quality audit report card for team members.
• Acts as final escalation point and acts as contact for physician calls/questions
• Maintains and improves call center operations by analyzing, planning improvements for call-center performance, monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, manage system and process improvement and quality assurance programs.
• Continuously evaluate and improve technologies utilized, or research new technology, to improve department efficiency. Explore AI for this environment. Collaborates with IT and Epic to vet new technology and approaches to managing call center workflows. Partners with teams to bring innovative changes to the system.
• Serves as operational point for changes to current technology or implementing new technology. (All data is reviewed by manager)
• Collects and analyzes performance data to contribute to strategic plans.
• Creates and manages financial objectives by budgeting, scheduling, and initiating corrective actions.
• Adjusts work procedures to meet productivity goals.
• Recommends efficiency improvements and changes in expectations.
• Keeps up to date with call center management trends through workshops, publications, and professional networks.
• Assists in recruiting new staff to ensure patient care objectives are met. Recruits, hires, and trains Supervisors, and staff as needed; coaches, counsels, and disciplines employees; communicates job expectations; monitors, appraises, and reviews job contributions; evaluates employee performance, plans and reviews compensation actions, and recommends or initiates promotions, transfers, and disciplinary action; and enforces policies and procedures.

Compliance Responsibilities

Manages the daily operations of the call center ensuring that operations are consistent with Federal law (e.g., Stark and HIPAA).

Job Requirements

Required:

· Call Center management experience of 7+ years required.

· Experience with call center technologies and systems to aide data analysis.

· Presentation experience to effectively communicate department productivity and effectiveness

· Healthcare leadership experience required.

Preferred:

· Business Degree or similar preferred.

· Experience with call center technology, reporting and analysis, preferred.

Other details:

• Remote, in Virginia
• OrthoVirginia participates in eVerify
• Offers of employment are contingent on the successful completion of a background, drug, and TB screen.

OrthoVirginia, Inc. is an Equal Opportunity Employer.

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