Manager, Contact Center and Access Operations

Children’s Cardiology, a subsidiary of Children’s Healthcare of Atlanta, is comprised of more than 60 pediatric cardiologists providing comprehensive services for patients from before birth to age 21 who have acquired or congenital heart disease. The Contact Center Manager will facilitate and manage the day-to-day operations of Contact Center and Access Operations team, including customer service, scheduling, performance management, and fiscal and human resource processes. This role sets service and performance goals, monitors operational effectiveness, and leads continuous improvement efforts to enhance patient access and team performance.

This position is eligible for a remote or hybrid work arrangement based on business needs and employee performance. It may be modified at any time. Periodic onsite attendance is required for trainings, meetings, organizational events, and other business needs.

Minimum Qualifications

• Bachelor’s degree in health management or related field required. 
• Minimum of 5-7 years of call center and/or access operations administrative experience required.
• Minimum 3 years of supervisory experience. 
• Demonstrated excellent customer service and interpersonal skills required. 
• Proficient in Microsoft Office Suite with emphasis on Excel skills.
• Must possess a high level of analytical and problem-solving skills.
• Excellent oral and written communication.
• Proven attention to detail, organizational skills and follow-through discipline.
• Ability to prioritize and handle multiple tasks and projects concurrently.
• Must possess a high level of confidentiality. 

Essential Duties and Responsibilities

• Manage and supervise the daily functions of all department staff including assisting with annual reviews, working to resolve issues in all areas of the contact center, overseeing staff training and handling timecard management. 
• Develop and monitor key performance indicators related to contact center operations, patient access, scheduling, and referral management and produce reports for physician liaison and clinical director. 
• Develop data-driven staffing strategies for the contact center to improve service levels, customer experience, and operational performance.
• Monitor access metrics, provider template utilization, and scheduling performance to optimize patient access and operational efficiency.
• Lead access strategy, capacity planning, and scheduling optimization efforts to improve appointment availability and patient access.
• Oversee training and onboarding of new staff and coordinate monthly ongoing training.
• Participate on Epic and PEDS360 steering committees.
• Act as Epic Superuser and ensure staff is properly trained and up to date on new features with Epic upgrades.
• Prepare and publish staff schedules including day, night, and weekend shift coverage.
• Establish and oversee internal policies and procedures including implementing new procedures with changes for departmental and organizational effectiveness.
• Handle complex customer complaints or inquiries.
• Act as liaison with team leaders including gathering information and resolving issues.
• Manage and analyze performance statistics including making decisions to maintain and improve quality.
• Improve efficiency by sourcing new equipment and technology to maintain demands in the organization; ensure that call center continues to provide support to other service lines.
• Maintain network connections with community resources. 
• Understand industry standards and communicate call metrics to direct reports and organization.
• Perform other duties and projects as assigned. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any protected category.

As a part of the recruiting and new hire process with Children’s Cardiology, employment history will be verified and ANY false statements, omissions or misrepresentations of your application or resume will result in not being hired by the company.