Director, Patient Access Contact Centers - Operator Services & POS at Emory Healthcare

Tucker, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Apr, 26

Salary

0.0

Posted On

30 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Leadership, Operational Leadership, Performance Optimization, Continuous Improvement, Patient Service Quality, Standardization, Technology Implementation, Team Development, Change Management, Process Improvements, Contact Center Technologies, Reporting Tools, Data Analysis, Emotional Intelligence, Accountability, Collaboration

Industry

Hospitals and Health Care

Description

Description The Director of Patient Access Contact Centers provides strategic and operational leadership over Emory Healthcare's patient access contact centers. This role is responsible for optimizing performance, fostering a culture of continuous improvement, ensuring high-quality patient service, and driving efficiency through standardization and technology. The Director collaborates with internal stakeholders to align the contact center strategy with broader organizational goals and ensures key performance metrics are consistently met. The position also focuses on team development, technology implementation, and operational excellence. Strong leadership and team development abilities. Excellent communication and interpersonal skills. Proven ability to manage change and drive process improvements. Proficiency in contact center technologies and reporting tools. Analytical mindset with ability to interpret performance data. High degree of emotional intelligence, accountability, and collaboration. RESPONSIBILITIES: Team Management: Lead recruitment, retention, and professional development of contact center staff. Provide coaching, mentorship, and team-building initiatives to foster employee engagement and high performance. Communication: Ensure timely, clear, and consistent communication within the department and with cross-functional stakeholders. Serve as the primary liaison between the contact center and operational partners. Operations: Develop and standardize processes to enhance operational efficiency and improve patient experience. Utilize data analysis, trend monitoring, and direct observation to drive continuous improvement. Performance Management: Establish, monitor, and meet or exceed key contact center performance metrics (e.g., call response time, resolution rate, patient satisfaction). Technology: Lead the implementation and optimization of patient access technologies to enhance workflow and efficiency. Ensure that tools and systems support effective communication, reporting, and patient engagement. Travel: Less than 10% of the time may be required. Work Type: Hybrid employee - splits time between working remotely and working in the office. MINIMUM QUALIFICATIONS: Bachelor's degree in business, Healthcare Administration, or a related field. Experience: Minimum of 4 years of relevant experience, or 8 years in lieu of a degree, in a healthcare setting or related field. Preferred Qualifications: Education: Master's degree in business, Healthcare Administration, or a related field. Experience: 7+ years of experience with at least 5 years in a management position within a healthcare environment. Additional Details Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.

Responsibilities

The Director provides strategic and operational leadership over Emory Healthcare's patient access contact centers, focusing on optimizing performance, ensuring high-quality patient service, and driving efficiency through standardization and technology. Responsibilities include leading team management, communication, operations standardization, performance monitoring, and technology implementation.