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Form of workAre you looking for a fast-paced, mission-focused career in healthcare leadership? Do you have at least 5 years of relevant supervisory experience in patient access or a Call Center environment? PCHC's Patient Communications Center, a comprehensive Call Center supporting multiple PCHC clinics, is looking for a Patient Communications Center (PCC) Manager. In this role, you will lead the PCC team in delivering telephonic customer service that is patient-centered, efficient, and meets (or exceeds!) our stellar quality standards. We're looking for a proactive leader who is positive, innovative, who is highly effective in practice operations and schedule management. Sound like you? Apply today!
What's it like to work at PCHC? Find out: https://www.youtube.com/watch?v=GyC3DFYq0zg
Schedule: Full-time, Salaried, Monday-Friday, Typical Business Hours (NOTE: Exact schedule will be determined based on final candidate's preferences and the needs of the department.)
Patient Communications Center Mission Statement: Listen to individuals and provide exceptional patient-centered service and appropriate resources to better health outcomes for our patient and the community, one phone call at a time.
Highlights of the position:
- Leads the PCC team and daily operations, providing a model of positive, compassionate, care and supreme customer service for our patients.
- Develops and empowers the PCC Supervisor to work independently, make decisions, and provide daily support and coaching to the PCC team.
- Collaborates with the Supervisor to Develop/Mentor/Train the PCC team to continually improve performance and competencies. Monitors daily activity; engages in ongoing conversation for quality monitoring and development.
- Effectively manages the team's roles and responsibilities, holding staff accountable for customer service, accurate patient demographic collection, documentation, schedule management, and more.
- Maintains constant awareness of call queues, abandoned calls, average call handling and agent status. Partners with the Supervisor to problem solve and improve metrics.
- Empowers staff to achieve excellences. Cultivates an environment that encourages patient-centered care, high performance and collegiality.
- Collaborates with leadership teams on workflow changes, process improvement, and in delivery of patient-centered care that is mission-focused.
Join PCHC's nationally recognized non-profit organization:
- Federally Qualified Health Center offering integrated Medical Home Model
- Collegial professional atmosphere with informed leadership
- Competitive compensation and generous benefits
- PCHC cares for the WHOLE person, offering abroad range of services, including Psychiatry & Mental Health, Dental, Family Medicine, Pediatrics, Pharmacy, Geriatrics, Lab & X-Ray, Physical Therapy and Podiatry all within one organization.
Education and Experience:
- Bachelor's Degree preferred. (Relevant experience may be accepted as a substitute).
- Minimum of five years in a supervisory position with five years experience in healthcare or related professional setting, including patient access or Call Center environment required.
- Currently certified as a Call Center Manager (or ability to become certified) within one year through Benchmark Portal.
Curious, or interested to learn more? Apply today! You can request a full copy of the detailed job description by emailing recruitment@pchc.com.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other characteristic protected by law.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
