Manager, Patient Access Contact Center

Overview

Be inspired . Be rewarded. Belong. At Emory Healthcare.

Benefits

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be . We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more
  
  

Description

Job Summary:

• The Manager of Patient Access Contact Centers is responsible for the day-to-day operations and performance of Emory Healthcare patient access contact center teams.
• This role ensures efficient workflows, high-quality patient interactions, and alignment with organizational goals.
• The manager supports staff development, monitors key performance indicators, and collaborates with internal departments to enhance the patient experience.
  
  

Primary Duties And Responsibilities

• Team Leadership & Development: Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture Operational Oversight
• Manage daily operations to ensure timely and accurate patient access services; implement standardized procedures and best practices to improve efficiency; monitor call volumes, staffing levels, and service levels to meet performance targets
• Performance and Quality Management: Track and analyze key performance indicators (KPIs) such as call wait times, abandonment rates, and patient satisfaction; monitor trends and identify areas of improvement with corrective actions implemented as needed
• Technology and Process Improvement: Support the adoption and optimization of contact center technologies; collaborate with Digital and other departments to troubleshoot and enhance system performance; recommend process improvements to streamline workflows and enhance the patient experience
• Communication & Collaboration: Serve as a liaison between the contact center and clinical/administrative departments; facilitate regular team meetings and cross-functional updates; communicate changes in policies, procedures, or systems effectively to staff Travel: Less than 10% of the time may be required.
• Work Type: Hybrid employee - splits time between working remotely and working in the office.
  
  

Minimum Required Qualifications

• Education - Bachelor's degree in Business, Health Administration, Operations Management or related field Experience - 3 years in patient access, healthcare, or contact/call center experience and 1 year of management experience Knowledge, skills, and abilities (required)
• Strong leadership and team-building skills Excellent communication and interpersonal abilities Proficiency in contact center systems and reporting tools Analytical mindset with a focus on continuous improvement Ability to manage multiple priorities in a fast-paced environment
  
  

Preferred Qualifications Education

• Master's Degree in Business, Health Administration, Operations Management or related field Experience - 5 years in patient access, healthcare, or contact/call center experience and 3 years of management experience
  
  

PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, and environmental conditions may vary depending on assigned work area and work tasks.