Senior Manager of Patient Engagement Service Support Center
Company: U.S. Dermatology Partners
Location: Dallas
Posted on: August 7, 2022
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Job Description:
Job DetailsLevelManagementJob LocationDallas-Corporate - Dallas,
TXPosition TypeFull TimeEducation Level4 Year DegreeTravel
Percentage20% TravelJob ShiftDayJob CategoryHealth CareJob
DescriptionSECTION 1: Job Summary (Summary of the basic functions
of the position)The Sr, Manager Patient Engagement Service Support
Center will be responsible and have oversight for the patient
engagement teams, processes and technology associated with the
day-to-day service, support of overflow calls, abandoned calls,
after hours and be the subject matter expert / internal consultant
to US Dermatology Partners patient contact centers.This role will
have onsite call center, practice, clinic, and remote work from
home employees that support the Patient Engagement Experience
across multiple Patient Access Solutions (PAS) telephone, email,
SMS (Short Message Service), forms, and webchat. This role will
serve as an evangelist for the exceptional patient experience,
subject matter expert and be accountable for optimizing
efficiencies and workflows, developing, and implementing contact
center operational strategies related to the overflow, abandoned
calls, call reporting, metrics and select call centers to improve
the patient experience, call quality, performance service levels,
ensuring processes are relevant, and measurable while providing an
exceptional patient experience, while meeting organizational
objectives.. SECTION 2: Duties and Responsibilities
(Responsibilities necessary to accomplish job functions) Manage the
overflow, abandoned calls for the service support center
operations, determine performance objectives/metrics and define
tools to measure progress and ensure consistent achievement of
business objectives while effectively managing resources to ensure
targets are metFoster a service-oriented environment that
facilitates teamwork internally and with patients to support the
highest quality patient care and patient experience
expectationsEffectively guide and lead Patient Engagement (Patient
Access Solutions) teams by defining and setting goals measured by
key performance indicators (KPI's), directing daily work to ensure
timely completion and in accordance with standards of practices
within the Enterprise Contact CenterProvide continuous and
proactive insight into issue resolution. Proactively and timely
manage escalated issuesAnalyze performance data and work to realign
process and procedures through benchmarking with functional
business areas, practices, clinics, and practice managers within US
Dermatology Partners Strong ability to assess productivity and
workflow using various measurements from multiple systems to
achieve enterprise contact center goalsEnsure continuous training,
development, and support of all employees within Patient Engagement
Services Develop and maintain strong partnerships with existing
call centers, corporate leadership, functional business areas,
practices, clinics, and practice managers to identify areas of
opportunity and help drive positive outcomesInitiates actions to
improve patient satisfaction and engagement and develop a plan to
recognize significant accomplishments of teams and
individualsCreate a strategic plan for the service support center
in support of the Patient Engagement Contact Center operations that
ensures the needs of patients and employees are met while enabling
the scalability required for continued growth and meeting
KPI'sParticipate or lead other projects to help Patient Engagement
Services grow and scale services over timeOrganize and develop
internal operations structure in a fast pace and changing
environment that requires attention to detailCredible subject
matter expert and advanced knowledge of call center technology and
telephony systems,Ability to lead, inspire, motivate, and engage a
call center team of on-site and remote based employeesWork closely
across functional business areas, practices, clinics, and general
managers to ensure an exceptional patient experienceComplies with
HIPAA, and other data security measuresAdheres to all safety
policies and procedures in performing job duties and
responsibilities while supporting a culture of high quality and
great customer service.Performs other duties or projects that may
be necessary or in the best interest of the organizationAdditional
InformationSECTION 5: Experience RequirementsPrior experience with
health care regulations and initiatives, particularly MIPSDirect
experience working in a provider's office on quality improvement
programsExperience in a customer-facing position with significant
emphasis on customer service.SECTION 6: Knowledge, Skills and
Abilities RequirementsThorough knowledge of CMS quality measures
such as MIPSGeneral knowledge of AAAHC and Medicare ASC standards,
preferredCustomer-focused with excellent written, listening and
verbal communication skillsInfatuation with learning new
technologies and systemsDetail oriented, professional attitude,
reliableManagement and organizational skills to support the
leadership of this functionAbility to follow or provide verbal &
written instructions with sufficient grammar and spelling skills to
avoid mistakes or misinterpretations Interpersonal skills to
support customer service, functional, and team mate support
needsAble to communicate effectively in English, both verbally and
in writingMathematical and/or analytical ability for basic to
intermediate problem solvingBasic to intermediate computer
operationProficiency with Microsoft Excel, Word, and
OutlookSpecialty knowledge of systems relating to job
functionKnowledge of state and federal regulations for this
position; general understanding of HIPAA guidelinesSECTION 7:
Supervisory Responsibilities:This position has no supervisory
responsibilities.
Keywords: U.S. Dermatology Partners, Dallas , Senior Manager of Patient Engagement Service Support Center, Executive , Dallas, Texas
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