Patient Access Manager
Job description
Job Summary:
The Call Center Manager manages daily operations of the Access Center at a Best-in-Class level. The manager will utilize metrics for Abandonment Rate, Quality Assurance Scores, Calls Handled and Call Resolution to maintain a Best-in-Class level. This position will conduct needs assessments, analysis of staff and technical requirements to achieve and maintain UT Health Service Level agreements.
*The work schedule is Monday-Friday, 8am-5pm. This role is eligible for a remote work arrangement with a requirement to come to the office as requested.*
Job Duties:
- Manages daily operation of The Access Center, including monitoring incoming call volumes. Identifying call trends and providing technical support for call center software(s).
- Collaborates with Clinical Ops Leadership, Practice Managers and Providers to address operational changes, scheduling guidelines and/or conflicts.
- Manages Access Center Training Team, to align call center training with UT Health operational goals, culture, and service standards. Provide Best in Class virtual training to all new and existing Access Center Specialist.
- Manage, collaborate, and provide updated information to 3rd Party after hours service center.
- Manage Access Specialist assigned to outbound calls, contributing to management of referral queues.
- Provides routine management reports on the performance of Access Center in the areas of Abandonment Rates, Inbound Call Volumes and Quality Scores.
- Submits analysis and recommendation for staffing levels, based on turnovers, consistent increased volumes, or business changes to ensure UT Health standards can be met.
- Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
- Meet regularly with Supervisors and Team Leads to discuss and determine staff performance and training needs with a primary focus of staff retention.
- Participate in recruitment, interviewing and hiring of Access Specialist.
- In collaboration with Supervisors, reviews, and approves Annual Performance Evaluations and Performance Documentations.
- Provide effective motivational coaching and mentoring to improve the performance of Access Specialist, Team Leads and Supervisors.
- Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
- Timecard Management- in adherence to UT Health Attendance Policies.
- Attends/Completes all ongoing compliance training as established by UT Health.
- Demonstrates personal responsibility and accountability by meeting attendance expectations as defined in UT Health Attendance Policies.
- Performs other duties as assigned.
Education:
Bachelor’s degree or equivalent experience required-advanced degree(s) or certification (s) preferred.
Experience:
Minimum of 5 years call center experience required, with at least 2 years at the supervisory level
Clinical or Health care experience is preferred with some knowledge in medical terminology
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