Patient Communications Senior Manager - Manning - Patient Communications

JOB PURPOSE

The Patient Communications Senior Manager is responsible for leading the implementation of the scheduling and contact center functions pertaining to all Provider scheduling customer service training and development and the usage of scheduling practices and systems. The Senior Patient Communications Manager develops and implements Standard Operating Procedures (SOP’s) with a focus on customer service policies to ensure the satisfaction El Rio Health customers’ service meet or exceed their expectations.

Oversees the operations of the contact center, including workforce management, labor technology solutions, and statistical data analysis, to support existing and new business initiatives.

The primary goal of the El Rio Health Patient Communications Senior Manager is to support El Rio’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

El Rio Health is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, veteran status, gender identity, gender(sex), sexual orientation, or familial status.

Employees holding positions defined as safety sensitive are required to undergo drug testing prior to employment and, will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

• Collaborates with Director of Operations and Medical Directors to assist in establishing scheduling goals and managing provider and site scheduling expectations.
• Improves customer service experience, creates engaged customers, and facilitates organic growth.
• Provides customer service and operational guidance and solutions to resolves customers’ problems, which may be complex or long-standing problems that are unresolved by customer service representatives and supervisors.
• Investigates, recommends, and operationalizes strategic initiatives and programs to support the scheduling department.
• Directs the scheduling of clinicians across all practice groups.
• Interacts regularly with executive team and individual department heads to ensure that operational priorities align with El Rio Health organizational goals.
• Interacts regularly with executive team and individual department heads to ensure that operational priorities align with El Rio Health organizational goals.
• Develops, implements, and administers department policies and procedures.
• Maintains and improves call center operations by monitoring system performance; identify and resolve problems; preparing and completing action plans; system audits and analyses; manage system and process improvement and quality assurance programs; conducts needs assessments, capacity planning, and cost/benefit analyses.
• Integrates newly acquired groups into the scheduling team and standardize practices.
• Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.
• Meets contact center financial objectives by compiling data for the following:
  • forecasting monthly scheduling metrics
  • annual budgets
  • scheduling metrics
  • analyzing variances
  • employee competency
• Networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests exploring opportunities to add value to job accomplishments.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Develops and directs the management of the Patient Communications Contact Center to