Manager Patient Service Center Operations

Job Description:

The Call Center Operation’s Manager serves customers by planning and implementing call center strategies and operations for Specialty Service Lines; improving systems and processes; managing staff through engagement and retention.

ESSENTIAL FUNCTIONS

• Responsible for quality and continuous improvement within the job scope
• Responsible for all actions/responsibilities as described in company controlled documentation for this position
• Contributes to and supports the corporation’s quality initiatives by planning, communicating, and encouraging team and individual contributions toward the corporation’s quality improvement efforts
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Prepares work schedules, makes job assignments, and prepares and approves payroll. Provides direction and priorities of work activities within the Specialty Call Center
• Meets Medical Group call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Assists in establishing and achieving goals and objectives for the Call Center, consistent with Intermountain Healthcare Medical Group
• Participates in evaluating and devising methods for meeting Service Line’s goals
• Establishes and maintains policies and procedures for the Call Center to assure successful operations
• Assists in developing and implementing new procedures to improve quality and quantity of work processed. Ensures policies and procedures are communicated and administered consistently
• Cultivates, maintains, and enhances intradepartmental and teammate relationships for the Specialty Call Center
• Plans and implements staff development activities for Specialty Call Center
• Assists in identifying, collecting, and reporting relevant statistical data to reflect the activities of the Call Center and teammates
• Assists in analyzing identified problems to determine cause and desired resolution. Takes steps necessary to implement resolution
• Conduct regular (daily) staff meetings with the employees and keeping agendas and minutes
• Maintains patient and employee confidentiality
• Maintains knowledge of and complies with establishes policies and procedures including government, insurances, and third-party payer regulations
• Attends administrative meetings and participates in committees as requested
• Maintains professional and technical knowledge by tracking emerging trends in call Center Operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Participates in professional development activities and maintains professional affiliations
• Conducts special projects as requested for Specialty Service Lines Call Center

EXPERIENCE REQUIREMENTS

· Minimum of five (5) years supervisory experience, preferably in a Call Center or Physician Practice

Educational preferred requirements

• Bachelor’s degree in records management, health information management, or a closely related field

KNOWLEDGE, SKILLS, ABILITIES

• Possess a strong progressive and customer-focused approach to building and maintaining client relations and overall business success
• Proven skills in leadership, team building, organization, time management, program development, participates in strategic planning and problem solving and who can represent HCPNV in a professional and effective manner
• Strong written and verbal skills are essential
• Some travel may be required for clinic check ins

Physical Requirements:

WORKING CONDITIONS

• Working conditions are normal for an office environment.

PHYSICAL REQUIREMENTS

• Carrying/Lifting: Occasional / 0-10 lbs

• Standing: Occasional / Up to 3 hours per day

• Sitting: Constant / Up to 8 hours per day

• Walking: Occasional / Up to 3 hours per day

• Repetitive Motion: Keyboard activity, telephone use, writing

• Visual Acuity: Ability to view computer monitor and read newsprint with or without corrective lenses

• Environmental Exposure: None

Anticipated job posting close date:

03/07/2024

Location:

Nevada Central Office

Work City:

Las Vegas

Work State:

Nevada

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$37.60 - $58.03

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers , and for our Colorado, Montana, and Kansas based caregivers ; and our commitment to diversity, equity, and inclusion .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.