The Patient Communication Center Manager is responsible for directly leading a team of Supervisors and indirectly managing a team of front-line patient communication specialists. This position oversees the Patient Communications Center (PCC), which interacts with patients through multiple outlets (phone, chat, etc.) to schedule appointments for patients at our clinic locations and to answer any additional patient questions. Additionally, the PCC Manager answers and directs calls from external doctors’ Offices, hospitals, and other community members. The PCC Manager will also assist with Population Health management and Nurse Triage calls. Maintains confidentiality of information and safeguards private and sensitive data.

Essential Functions:

• Manages and develops employees, to provide them with the resources and support to be successful, including onboarding, training, and evaluating performance.
• Oversees all aspects of the day-to-day management of employees as they deliver high-quality healthcare services, including providing coaching, development, and discipline to ensure that patients receive the care they need in a timely and efficient manner.
• Assists employees with day-to-day work activities and communicates the department’s mission, goals, and accomplishments by providing objectives and the tools needed to reach them.
• Manages the Patient Communication Center to ensure all service level agreements are met including Net Promoter Score, Service Level, and Abandonment rate.
• Develops and implements effective policies and procedures to ensure timely and accurate Organizational practices that meet all Mountain Park Health Center goals.
• Ensures all staffing needs are met to ensure appropriate service levels and customer satisfaction are met. This includes ensuring appropriate forecasts are completed, ensuring appropriate hiring of PCS to meet forecast needs, and that the training team is prepared and delivers the appropriate training.
• Develops and assists in the execution of high-level strategies to improve the service organization, including budget preparation and management.
• Ensures employee training programs, for new hire and ongoing training, are complete and up to date.
• Resolve escalated issues effectively as needed.
• Maintains regular and predictable attendance.
• Performs other duties as required.

Position Qualifications

Minimum Qualifications:

• Bachelor’s degree or equivalent experience.
• Experience with the following Call Center applications.
• • Customer Relationship Management (CRM)
  • Workforce Management
  • Quality Assurance
• Extensive experience using MS Office, including Excel, Power Point, Word, and Visio.
• 3 - 4 years of progressive leadership experience.
• 2 years of proven experience leading a Customer Service Team in a fast-paced data driven environment.

Preferred Qualifications:

• Experience with Health Care or Health Insurance.
• Experience with Customer Relationship Management, Workforce Management, and Quality assurance tools.