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SalaryDescription
All the benefits and perks you need for you and your family:
The expertise and experiences you’ll need to succeed:
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.
All the benefits and perks you need for you and your family:
- Benefits from Day One
- Paid Time Off from Day One
- Career Development
- Whole Person Wellbeing Resources
- Mental Health Resources and Support
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Schedule:
Shift:
Location:VIRTUAL, Tampa, 33613
The role you’ll contribute:
The Contact Center Manager leads the day-to-day operational strategy and success of assigned Contact Center team supporting AdventHealth practices and teams with world class consumer care, scheduling of patient appointments and referrals through the execution of AdventHealth’s mission, vision, values and service standards. The Contact Center Manager works directly with Operations Leadership, building relationships, to develop and enhance the training tools and processes used for centralized Contact Center teams, practice operations, physicians, and all managers and team members involved in a centralized access process. Additionally, aware of the day-to-day functions of AdventHealth physician practices and their respective managed care contracted insurance plans to maintain compliance with federal, state, local standards and AdventHealth guidelines and regulations. The Contact Center Manager is responsible for understanding and carrying out all established policies and processes touching access and referrals at the practice management level. The Contact Center Manager position is designated as a hybrid position working both remote and in an office setting
The value you’ll bring to the team:
o Provides for a safe and complete environment for the delivery of patient care through operational processes and protocols, inventory control, and equipment checks. Corrects any known deficiencies.
o Works with Talent Acquisition and Human Resources in recruitment & selection, orientation, evaluation of staff and performance management.
o Supports offices in a cost-effective, efficient manner assuring that phone staff meet the expectation of delivering high quality services in a courteous and friendly atmosphere.
o Oversees Contact Center start-up in new physician practices. This includes newly recruited physicians and any acquisitions.
o Maintains current job descriptions and completes performance evaluations. Ensures competency of staff. Supervises, schedules, coordinates PTO usage and assigns duties to all employees and ensures department coverage.
o Participates in the preparation of operating budget to include salary and capital budgets. Maintains compliance of those budgets and the productivity standard set for the department(s).
QualificationsThe expertise and experiences you’ll need to succeed:
- Minimum qualifications:
o Bachelor’s degree and one (1) year healthcare experience or AHS Residency program OR
o Associate’s degree and two (3) years healthcare experience OR
o High School degree and four (4) years healthcare experience
o Supervisory and/or management experience required
- Knowledge and Skills Required:
o Experience in fiscal management and human resource management techniques.
o Knowledge of accounting systems, hospital and physician insurance billing and collecting.
o Proficient in Microsoft Office program (Excel, Word, Outlook, etc.).
o Knowledge of KPI’s and Call Center Best Practices.
o Ability to run reports in EHR software and develop analytical reporting.
- Education and Experience Preferred:
o Call Center Certification (CCCM or RCCSP)
o Management of virtual workforce and setting accountabilities for the team.
o Management and training of employees in a virtual healthcare setting.
o Proficient in EPIC and Five9 as a Super User.
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.
