Manager, Call Center

Essential Functions

• Manages the day-to-day operations of the Patient Access teams to maximize performance and optimize service and quality levels
• Makes necessary adjustments in workload based on daily operating activity of the department, including queue management
• Ensures efficient and high-quality delivery of care within the department
• Maintains consistency in the scheduling process through department audits
• Reviews, corrects, mentors, and develops staff performance to meet individual and team goals
• Hires, trains, and supervises department personnel
• Collaborates with internal and external customers and departments to ensure timely and accurate patient registration and processing
• Stays informed about payer requirements and industry changes
• Develops, enforces, and reports team metrics; recommends actions for improvement
• Attends administrative meetings and participates in committees as requested
• Ensures strict confidentiality of all patient records and meets HIPAA guidelines

Requirements

• Excellent organizational skills
• Excellent critical thinking, troubleshooting, and analytical skills
• Excellent interpersonal skills
• Excellent attention to detail