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Senior Manager of Patient Engagement Service Support Center

Company: U.S. Dermatology Partners
Location: Dallas
Posted on: August 7, 2022

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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