PRIMARY FUNCTION: The Manager, PCC Operations is responsible for planning, implementing, directing, and managing all activities of the Patient Contact Center including, but not limited to training and development, call center operations, and program and protocol development, in support of the mission, core values, goals and objectives of Pediatric Associates.
REPORTS TO: Reports directly to Vice President of Practice Operations
SUPERVISORY RESPONSIBILITIES: Provides Leadership and works in partnership with nurses, providers, healthcare team, and senior management to develop a quality service that supports professional and quality patient care. Individual is accountable for the effective delivery of competent, compassionate, and efficient patient care in the Patient Contact Center.
ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.)
1. Demonstrates professional management and leadership in the contact center with direct supervision of a professional team that includes multiple managers, supervisors and all phone agents.
2. Continues to expand and develop the training team so that all phone agents will report centrally to the Patient Contact Center, aligning all phone agents within Pediatric Associates to have equivalent performance measures related to quality of calls, departmental goals and expectations.
3. Develops operating synergies and operating systems of care that drive reduction of operating costs.by integrating technology to enhance the patient experience.
4. Focuses on value based care and education for all phone agents regarding identification and scheduling telemedicine visits, ensuring that the total cost of care is considered when requesting referrals, prescriptions refills, and therapy services.
5. Continuous evaluation, addition, and refinement of the triage protocols to encourage appropriate access of care at the time of need.
6. Stays up-to-date on computer technology advancements, software upgrades, security requirements and changes in laws regarding patient privacy and protection of health information.
7. Reviews budgets monthly and/or quarterly and recommends targeted revisions based on call volume, staffing, and performance.
8. Ensures continual compliance with all state DOH, public health laws, HIPAA, corporate compliance, rules and regulations.
9. Hires, trains, disciplines and directs staff. Evaluates performance and ensures appraisals are completed on a timely basis.
10. Develops protocols to achieve coordination of patient care; supervision of a professional team that includes front office and clinical agents.
11. Maintains communication between Human Resources, departmental heads and staff regarding matters such as administrative issues/problems, corrective actions and performing employee evaluations.
12. Resolves, documents and reports any conflicts/disputes or incidents/accidents involving staff.
13. Confers with management and conducts surveys to identify training needs based on projected production processes, changes, and other factors.
14. Responsible for developing competency check lists for continual evaluation and training for phone staff.
15. Develops departmental quarterly team building exercises to enhance the work environment.
16. Reviews daily, weekly and monthly performance metrics with management team to ensure departmental goals are met.
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy, Federal, State, and local regulations.
Education: High School Diploma or equivalent. Bachelor’s degree highly desirable.
Licensure/Certification: L.P.N. or R.N. certification or M/A diploma required.
Experience: At least 10 years of experience leading a high performing team of Agents, Supervisors, and Managers.
Knowledge, Skills & Abilities: Must have strong verbal, written, and interpersonal communication skills. Must have exceptional listening and analytical skills. Demonstrates the ability to work well in a team environment. Maintains effective working relationships with employees and patients. Demonstrates the ability to lead, develop and mentor staff. Knowledge of clinical phones performance requirements to evaluate standards and implement new policies. Must have superior management skills.
Ability to plan, prioritize, organize, and direct the work of others. Skilled in developing and maintaining departmental policies. Skilled in identifying problems and researching and recommending resolutions. Exercises a high degree of initiative, judgement, discretion and decision-making skills.
Beginning October 15, 2021, all new hires must demonstrate they are fully vaccinated for Covid-19 by their first day of employment.