Job Summary:  The manager reports to the Director, Call Center or designee. Responsible for the management and oversight for scheduling teams, as well as all other operational management associated with day-to-day contact operations with the ability to identify opportunities to streamline internal operations. Develop strategic partnerships with practices and manage relationships with Physician and Practice leads. Develop service level agreements with APS and Western Region Practices and ensure compliance with agreed-upon processes. Provide detailed analytics and insight into key trends, develop performance reports and dashboards and conduct root cause analysis when issues occur. Responsible for the development and implementation of all operational strategy to help drive performance, create a positive work environment and overarching contact center controls and processes are aligned with corporate and practice agreed upon standards.

Responsibilities:

• Maximize the quality of staff performance: Direct, supervise and coordinate assigned personnel and activities including responsibility for employee performance evaluations, scheduling, orientation and training.  Make effective recommendations on assigned employee hiring, merit increases, promotion, separation, transfer, discipline and other similar personnel action recommendations.  Counsel assigned employees as needed.  Provide and/or make recommendations for staff members’ continuing education and professional development. Assure conformance to all safety requirements and practices by assigned personnel.
• Manage internal relationships with select Access Center stakeholders: Interface with key physicians to determine needs and develop protocols responsive to those needs. Consistently respond to provider and staff requests in a timely manner.  Interface with IT and Telecommunications to identify and implement telephone/data solutions to maximize and ensure continuity of service.
• Ensure the Access Center consistently delivers superior consumer experience: Set performance expectations with staff for consumer experience and holds employees accountable. Identify opportunities for improvement and works with staff to address and maintain improvement. Proactively identify/respond to service delivery failures using appropriate service recovery strategies.  Maintain database of current policies, procedures and practices to ensure accurate information is given to Access Center staff.
• Regularly monitor performance and identify areas for improvement: Develop performance reports, dashboards and regularly monitor data to ensure service commitments, both in terms of speed and quality of delivery, are being met and exceeded.  Regularly report on performance to Access Center and Executive leadership and lead regular meeting with practice leads, including physician leads. Incorporate practice performance reports into overall assessment and use data to recommend process changes or new technology requirements to support improvement.  Conduct root cause analysis when issues occur and develop corrective action plans to address.
• Coach and develop Team: Working with the leadership team, develop a program to educate and develop Access Center team staff and supervisors. Establish performance KPIs and work with leadership to communicate expectations to all staff. Provide direct coaching to staff and supervisors on performance and corrective action plans as needed.

Qualifications/Requirements:

Experience: . A minimum of ten to fifteen years progressive experience in customer service, patient relations or similar area having supervised a minimum of thirty (30) employees in a fast-paced environment including 10 years in a managerial level capacity. Experience with ACD and telephony technology required. Experience with quality monitoring and workforce management systems required. Strong understanding of industry standards for call center management. Advanced knowledge of software to create reports, graphics, documents and presentations. Ability to develop/articulate policy and program objectives and achieve consensus relative to their implementation. Ability to positively interact with a variety of hospital and clinic personnel, including administrative and clinical staff.  Management skills to build and manage a well-functioning team and mentor direct reports.  Organizational and problem-solving and leadership skills.  Effective communication both orally and in writing is required.  Experience working in a call center environment, preferably, but not limited to, the health care industry. Time management skills and an ability to prioritize projects/work. Strong analytic skills required. Prior experience in a matrix environment helpful.

Education: Bachelor’s degree in business, education, healthcare administration, organizational development, or related field required.

Licenses / Certifications: N/A

Other: Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point).

Special Requirements:

This position has the potential to offer a hybrid schedule, combining remote work with in-office collaboration. Specific remote days may be determined based on team needs and business priorities.