PHYSICAL REQUIREMENTS

Must be able to lift objects that weigh up to 20 lbs. Responsibility to work in a safe manner.

EDUCATION, EXPERIENCE AND CERTIFICATIONS

Bachelor’s Degree required. 5 years healthcare/call center experience required.

• Coordinates hiring, orientation, development and coaching/counseling of all assigned team members. Performs standard managerial tasks such as time approval, performance evaluations, personnel/ HR concerns, etc.
• Writes and revises department policies and procedures in accordance with System goals for training purposes as well as reference materials.
• Coordinates training/knowledge of all users within the department in the use of departmental applications.
• Participates in review meetings with leadership and teammates and staff to establish project priorities and to communicate process improvement ideas.
• Strengthen partnerships across the System to provide services across different continuums. Upholds operational standards to maintain patient access via telephony, virtual visits and support, live chat and appointment access.
• Establishes benchmarks and metrics in order to achieve departmental goals and standards to deliver quality service.
• Plans for stages of growth and implements processes to accommodate growth and additional FTEs; works closely with leadership to ensure adequate staffing and to plan for future growth.
• Promotes team member development through education, performance evaluation and identification of mutual goals that enhance continued professional growth.
• Monitors standards and metrics, to report to leadership. Assists in managing and/or coordinating all projects for department to support System goals and initiatives to further promote patient accessibility to appropriate care.
• Manages services promoting care management, transfers, patient placement, marketing automation/delivery, community resource lines and patient navigation