Access Center Manager - EHT

Position Summary

The Access Center Manager provides leadership and management for daily business operations related to the Access Center. This position plays an integral cross-functional role, working in conjunction with internal stakeholders (service lines, practice management, marketing, finance, technology) and external partners to achieve organizational goals through effective and integrated operations. Reporting to the Director of Access Management, the Manager ensures seamless communication and collaboration with various departments to understand their business needs and identify operational efficiencies.

The Manager is a strong leader with a passion for exceptional customer service who embraces a patient-centered approach in all aspects of the position. The successful candidate will have strong problem-solving skills and the ability to manage and inspire a diverse team team members including Hospital Operators, Central Scheduling, and Patient Navigators.

This role requires a strategic thinker with excellent communication, interpersonal and leadership skills, capable of interacting effectively with patients, team members, and leadership. The Manager will utilize their proficiency in call center operations and associated software systems to drive continuous improvement and achieve operational excellence.

Key responsibilities include but are not limited to:

Leadership & Support:

• Provide leadership to designated team members setting clear goals and expectations, while supporting their day-to-day needs.
• Foster a positive and collaborative work environment, promoting team development and engagement.
• Champion for the needs of the team to enhance their performance.
• Provide ongoing coaching and feedback to staff, fostering a culture of continuous improvement.
  
  

Operational Efficiency:

• Oversee daily team operations, ensuring smooth and efficient delivery of services.
• Implement and monitor workflows and processes to ensure streamlined performance and patient satisfaction.
• Partner with internal stakeholders and 3rd party vendors to implement and optimize technology to benefit both the Access Center team and our patient base.
• Develop and maintain operational policies and procedures, ensuring compliance with organizational standards and regulatory requirements.
• Monitor call center metrics and KPIs, using data to drive continuous improvement initiatives.
  
  

Staffing & Payroll:

• Manage staffing levels to meet operational needs, including recruitment, hiring, onboarding, and scheduling.
• Develop staffing plans and schedules to ensure adequate coverage during peak and off-peak hours.
• Oversee payroll processing, ensuring accuracy and compliance with organizational policies.
• Collaborate with HR to address recruitment, staffing issues, including performance management, disciplinary actions, and employee development.
  
  

Performance Management & Quality Assurance:

• Set performance standards and maintain QA protocols to ensure our service quality levels are met.
• Develop and implement training programs to enhance team skills, knowledge, and performance.
• Analyze performance data and implement improvements based on feedback and metrics.
  
  

Patient Experience:

• Ensure a patient-centered approach in all aspects of call center operations.
• Address patient concerns and manage escalated issues as necessary to provide timely resolutions.
• Collaborate with other departments to ensure seamless patient experiences and continuity of care.
  
  

This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to teamwork and cooperation.

Qualifications

EDUCATION: Associate's degree required Bachelor's degree preferred. Minimum 5 years supervisory experience in a clinical or call center setting required. Demonstrated competence in Conflict Management, Performance Evaluation, Supervision and good interpersonal skills to work with all levels of employees, patients and families preferred.

LICENSE/CERTIFICATION:

EXPERIENCE: Demonstrated competence in conflict management, performance evaluation, supervision, and good interpersonal skills to work with all levels of customers. Strong verbal and written communication skills required, Strong computer, analytical, and delegation skills preferred.

PERFORMANCE EXPECTATIONS

Demonstrates the competencies as established on the Assessment and Evaluation Tool for this position.

Total Rewards at AtlantiCare

At AtlantiCare, we believe in supporting the whole person. Our market-competitive Total Rewards package is designed to promote the physical, emotional, social, and financial well-being of our team members. We offer a comprehensive suite of benefits and resources, including:

Generous Paid Time Off (PTO)

Medical, Prescription Drug, Dental & Vision Insurance

Retirement Plans with employer contributions

Short-Term & Long-Term Disability Coverage

Life & Accidental Death & Dismemberment Insurance

Tuition Reimbursement to support your educational goals

Flexible Spending Accounts (FSAs) for healthcare and dependent care

Wellness Programs to help you thrive

Voluntary Benefits, including Pet Insurance and more

Benefits offerings may vary based on position and are subject to eligibility requirements.

Join a team that values your well-being and invests in your future.