Manager Patient Flow Support Service

Overview

Be inspired. Be rewarded. Belong. At Emory Healthcare. Benefits include comprehensive health benefits starting day 1, student loan repayment assistance, family-focused benefits, wellness incentives, ongoing mentorship, leadership programs, and more!

Job Summary

The Manager, Patient Flow Support Services, Command Center is responsible for overseeing the patient flow support team, ensuring efficient workflows, and aligning with organizational goals.

Primary Duties and Responsibilities

• Team Leadership and Staff Development

• Supervises and supports contact center supervisors and frontline staff
• Provides ongoing coaching, feedback, and performance management
• Supports staff development and operational effectiveness
• Promotes a positive, inclusive, collaborative, and high-performing team culture
• Supports staffing plans, schedules, and daily team assignments

• Operational Oversight

• Manages daily operations to ensure timely, accurate, and effective patient flow support functions
• Oversees workflows related to patient throughput coordination, registration support, scheduling support, and command center operations
• Implements standardized procedures, workflows, and best practices
• Maintains appropriate operational coverage

• Performance and Quality Management

• Tracks, analyzes, and reports on key performance indicators
• Identifies performance trends, operational gaps, and opportunities for improvement
• Implements corrective action plans and workflow adjustments
• Supports quality assurance processes

• Technology and Process Improvement

• Supports adoption, optimization, and effective use of command center technologies
• Partners with Digital and other internal departments to troubleshoot system issues and improve technology performance
• Recommends process improvements

• Communication and Collaboration

• Serves as a liaison between the Command Center Patient Flow Support team and clinical, administrative, operational, and digital departments
• Facilitates regular team meetings, huddles, and cross-functional updates
• Communicates changes in policies, procedures, workflows, and systems clearly and effectively
• Buils and maintains collaborative relationships with internal stakeholders
• Escalates operational concerns, barriers, and service issues to leadership

Minimum Required Qualifications

• Education

• Bachelor's degree in Business Administration, Health Administration, or a related field required

• Experience

• Four years of related experience required, including at least one year of supervisory, team lead, or management-related experience

• Licensure

• No licensure required

• Certification

• No certification required

Preferred Qualifications

• Education

• Master's degree in Business Administration, Health Administration, or a related field preferred

• Experience

• Five years of related healthcare operations, patient flow, contact center, command center, access, scheduling, registration, or throughput experience preferred
• Three years of supervisory or management experience preferred
• Experience working in a healthcare command center, patient access, transfer center, contact center, or centralized operations environment preferred
• Experience supporting process improvement, performance management, or operational workflow redesign initiatives preferred

Knowledge, Skills, and Abilities

• Required

• Strong leadership, coaching, and team-building skills
• Excellent communication, interpersonal, and relationship-management skills
• Ability to supervise staff, manage performance, and support team accountability
• Knowledge of healthcare operations, patient flow support, access operations, scheduling, registration, or related operational workflows
• Proficiency with contact center systems, reporting tools, and operational performance dashboards
• Ability to monitor performance metrics and use data to identify trends, gaps, and improvement opportunities
• Ability to manage multiple priorities in a fast-paced environment
• Ability to collaborate effectively with clinical, administrative, operational, and digital stakeholders
• Ability to communicate workflow, policy, system, and procedural changes clearly to staff
• Strong problem-solving skills with the ability to troubleshoot operational issues and recommend practical solutions

• Preferred

• Analytical mindset with a focus on continuous improvement
• Knowledge of command center technologies and patient throughput systems
• Familiarity with healthcare contact center metrics, including call volume, wait times, abandonment rates, service levels, and quality indicators
• Ability to support change management, technology adoption, and workflow standardization
• Experience using data to support staffing, process improvement, and operational decision-making

Physical Requirements

• Max 25 lbs: Up to 25 lbs., 0-33% of the workday, occasionally; 11-25 lbs., 34-66% of the workday, frequently; 1-10 lbs., 67-100% of the workday, constantly
• Lifting 25 lbs. maximum
• Frequent use of computers, phones, electronic health record systems, scheduling platforms, and other communication tools
• Frequent standing and walking, occasional sitting, and close eye work, including computer use, typing, reading, and writing
• High-volume, fast-paced setting with changing priorities, multiple communication channels, and time-sensitive patient access needs