Hospital Call Center Manager

Job Title: Manager

Location: Barnabas Health Medical Group

Department Name: Patient Access Services

Req #: 0000238868

Status: Salaried

Shift: Day

Pay Range: $91,472 - $129,204 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Summary of Job Function

This position will be responsible for the daily operations of the functions provided by the centralized contact center such as; incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi-service scheduling, registration, insurance verification of eligibility, estimating and collecting of financial liabilities, physician-to-physician connections, online physician referral inquiries, and other non-patient services such as marketing inquiries, class/event registration, as well as general switchboard type transfer services.

Manages and supports core operational elements including productivity, customer experience, employee engagement, and quality management,

Manages departmental performance standards through positive and engaging coaching and development to exceed goals and adhere to established business processes and policies,

Facilitates the onboarding, orientation, and education of departmental staff,

Works closely with leadership from physician practice, hospital, school of medicine, and marketing to ensure best possible customer experience and operational efficiency,

Provides exemplary leadership support to department supervisors and is committed to and models the mission and values of the department and organization,

Basic Qualification:

High School Diploma Required; College Degree Preferred

Minimum 3 years of experience in a contact center management capacity, preferably in healthcare,

Knowledge of telephony contact center systems and healthcare scheduling workflows within Epic EMR preferred,

Excellent verbal and written communication skills,

Exceptional customer service skills are required,

Medical terminology and computer skills preferred,

Essential Duties and Responsibilities

• Conducts all managerial duties and responsibilities in accordance with RWJBH policies and procedures
• Enforces moral and professional standards in harmony with the department and enterprise mission, vision, and values
• Maintains and demonstrates extensive knowledge of all scheduling and registration protocols and system processes for both hospital and physician practice groups and ensures staff are trained adequately for multiple specialty scheduling across the enterprise
• Supervises and assists in directing the day-to day activities, functions and all related processes of the contact center within the expected performance criteria
• Provides guidance and supervision on coaching and counseling of staff, performance plans, and other employee disciplinary processes
• Accountable for productivity and efficiency
• Monitors and analyzes direct report and team level productivity, compliance, quality and workload using all available reporting and recording resources
• Provides support to contact center staff regularly and proactively, understands that effective support of staff is key to the departments success
• Functions from a service and compassion orientated perspective modeling the highest level of service for staff
• Ensures customer interactions and inter-personal communications are friendly, empathetic, and focused on service
• Serves as the primary resource for complaint escalations and ensures matters are resolved promptly
• Escalates questions/ issues in a timely manner by seeking assistance from identified clinical or administrative resources to ensure the highest patient/ physician satisfaction
• Determines staff qualifications and competencies
• Develops and maintains accurate initial and annual competency checklists, and ensures completion of initial and annual evaluations timely
• Organ one interactions with direct reports
• Collaborates with direct reports and other management to ensure their staff also have productive meeting agendas during team and one on one interactions
• Actively monitors agent calls to proactively identify potential learning opportunities
• Monitors staff progress and communicates successes and opportunities to management appropriately
• Performs scheduler functions when needed
• In coordination with training teams, ensures all protocols and references are accurate and complete
• Works closely and professionally with clinical and administrative leadership to maintain a teamwork approach; works with other RWJBH departments as necessary to provide a seamless patient experience
• Ensures compliance with all regulatory requirements as identified by Joint Commission, CMS, etc, Mandated Federal, State, and County regulatory requirements,

Skills Required

Attendance/Punctuality - Adheres to assigned work schedule; ensures work responsibilities are covered when absent; arrives to meetings on time

Able to relate and communicate positively and professionally with others, work calmly and respond courteously when under pressure,

Knowledge and understanding of related Information Technology, specifically contact center and scheduling,

Strong problem-solving skills to help find creative solutions to access barriers or stakeholder needs, committed to patient centric best practice solutions,

Analyze and interpret data, processes needs based on limited information; organize work and resources; define problems and solutions, prioritize work load; make recommendations; manage time effectively, plan and implement objectives effectively,

Conflict resolution skills,

Ability to deal effectively with various personality types, leadership levels, and elicit support from other department areas, vendors, and leadership,

Think critically; work independently; manage multiple assignments; compose written material; work well under pressure; recall information with accuracy; and pay close attention to detail,

Other Skills and Abilities - Requires fundamental knowledge to navigate company's customer information systems and/or order system along with adequate knowledge of company, services, and products,

Ability to read, write and speak English,

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees' physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey-whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

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