Manager, Access Operations
Manager, Care Connections Access Center is responsible for daily operations management of an inbound/outbound patient contact center that serves as the main point of contact for non-clinical patient needs, such as appointment scheduling, prescription refills and provider messages. The Manager is responsible for translating VMG, Patient Care Clinic (PCC), and department mission, goals, and objectives into effective action. Works in tandem with Customer Relationship Managers, project managers, and supporting service quality team to operationalize improvement efforts. Position has between 2-5 Supervisor direct reports and ultimate accountability of 70 â 100 Access Specialists (agents).
Works across various specialties and fosters a culture of candor, trust, and respect in order to cultivate strong working relationships and engagement
Excellent verbal, written, and negotiation communication skills with a focus on solution-oriented approaches
Superior ability to manage change and align with strategic direction; highly process oriented
Strong leadership, organization, planning and time management skills
Highly skilled at planning, organizing and managing the activities of others
Solid ability to develop and motivate others
Ensure daily operations are meeting established performance expectations. Update, manage and communicate performance dashboards, performance action plans, and ad-hoc reports as needed, to effectively represent the state-of-operations.
Translates organizational and PCC strategies into a service area strategy that incorporates a collective, engaged team approach from the front line team members.
Proactively assess, communicate, and manage initiatives centered on employee engagement, rewards and recognition.
Lead key personnel decisions associated with team development and performance accountability plans.
Consistently monitor patient satisfaction survey scores and comments. Develops, communicates, and manages strategies to improve patient satisfaction.
Lead in the development of new process documentation, communication, and implementation plans to ensure appropriate change management and communications are delivered in a timely and effective manner.
Ensures all staff are trained and developed in all aspects of operations to optimize operational efficiency and effectiveness.
Cascade communications throughout the team, proactively engage team feedback, and own closure to the feedback provided.
Handle escalated calls and issues from Supervisors and lead service recovery.
Lead the investigation and implementation of new tools/technology and processes/protocols necessary to enhance productivity, effectiveness, quality, and customer service and reduce risk and operational costs.
Manage Kronos timecard edits and approvals for direct reports.
Works in tandem with Customer Relationship Managers and peer Managers to align operational efforts to achieve Patient Care Center (PCC) strategic goals of advancing a patientâs access to care.
Collaborates with VUMC constituents to improve relationships and processes with a direct impact on the workflows and systems of Care Connections operations.
5+ years of experience with managing large teams, Call/Contact Center management, or other applicable experience
Computer proficiencies: Microsoft Office (Outlook, Powerpoint, Word, Visio, Excel), share point, project management tools (MS Project or similar)