Manager, Access Operations

1 week ago

Louisville Kentucky, United States Norton Healthcare Full time

Responsibilities:


The Manager, Access Operations manages and leads the daily operations of the Norton Medical Group (NMG) Access Centers by directing access center supervisors and scheduling coordinators to confirm access centers meet best practice standards related to service, overall operations, scheduling accuracy and call center performance.

This includes, but is not limited to, partnering with operational key stakeholders to ensure NMG Access Center staff adhere to access standards, removing barriers to ensure patients have easy access across the healthcare system and supporting new Access Center Service Line integrations across NMG for future growth and centralization of scheduling needs.


Key Accountabilities:


Lead and direct access center front line staff to confirm access centers meet best practice standards related to service, overall operations, scheduling accuracy and call center performance.

This includes, but is not limited to, developing and executing objectives for the call center's day-to-day activities, conducting effective resource planning to maximize the productivity of resources, collecting and analyzing call-center statistics, service levels and customer service metrics for accurate reporting, evaluating performance with key metrics and overseeing the hiring, orienting and training of access center staff to ensure a capable and engaged workforce that maintains customer service standards.

Develop and implement access center policies and procedures necessary for daily access center operations. Handle tough or complex customer issues to come up with solutions effective in addressing customer complaints.


Ensure NMG Access Centers adhere to defined standards and that barriers are removed to ensure patients have easy access across the healthcare system.

Communicate with NMG Practice Managers and Providers to identify their needs/expectations and make appropriate adjustments to meet or exceed those needs.

Prepare reports for various key stakeholders, analyzing data and statistics to obtain results useful in making critical business decisions.


Organize programs for access center staff to update their job knowledge and enhance their skill-set, through effective coaching and mentoring.

Participate in educational workshops to stay up-to-date on developments in the industry.


Ensure employees understand how they relate to the strategic direction of the system, holding staff meetings and huddles on a regular basis to communicate operational issues and process improvements to staff.

Other duties as assigned.

Qualifications:

Required:

With a Bachelor's Degree:
three years management experience

Without a Bachelor's Degree:
five years management experience

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