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Customer Service Operator Care Communication Manager
3 months ago
Tennessee Oncology, one of the nation’s largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology’s mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege.
Why Join Us?
We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.
Job Description:
The Customer Service Operators Care Communication Manager will focus on the development and management of the centralized operator teams and programs to support the continuous improvement of overall customer service and communication delivery to patients and care teams throughout the organization. The Customer Service Operators Care Communication Manager is responsible for managing the team responsible for our operator team and partner with departments supporting communication activities within the organization. The Customer Service Operators Care Communication Manager will work in conjunction with the Patient Services Director and support Care Transformation strategies.
ESSENTIAL FUNCTIONS:
Develop and implement communication workflow processes, protocols, policies, and/or procedures.
Lead a collaborative, cross-departmental environment to facilitate patient-centric care that is innovative, efficient, scalable, and patient-safety focused.
Assist in the continuous improvement process, working with organizational leadership team members to recognize areas of excellence and areas of opportunity.
Evaluate effectiveness of team productivity by measuring, reporting and maintaining essential data/databases on established key performance indicators, benchmarks and metrics.
Provide leadership, oversight, and brand-focused standardization, focusing on the patients' customer service experience and operator communications.
Provide leadership and oversight for project management activities that support companywide customer service focused on care communications.
Provide staff guidance and serve as subject matter expert on systems used by the Customer Service Operators Care Communication team (e.g. patient engagement platform, EMR).
Collaborate with other departments to develop standardized communication processes related to Customer Service Operators Care Communication activities.
Supervise assigned staff/teams assuring compliance with HR policies and accountability to achieving department/individual goals/duties.
KNOWLEDGE, SKILLS & ABILITIES:
Excellent organizational, writing, communication and time management skills.
Ability to prepare and analyze data to support key performance metrics.
Proficient use of Excel.
Ability to cultivate a strong internal culture designed around collaboration, feedback and accountability.
Ability to lead, implement and manage cultural and process changes.
Proficient in the development and implementation of project management activities.
EDUCATION & EXPERIENCE:
Bachelor’s Degree or higher preferred.
Minimum of 1 year management experience in Healthcare Setting required.
Demonstrated management and leadership required.
Oncology experience strongly preferred.
Project Management Experience preferred.
Strong organizational and communication skills are essential.
PHYSICAL REQUIREMENTS:
Ability to travel to Tennessee Oncology and or other locations as needed required.
Must be willing and able to lift up to 25 pounds.
Ability to occasionally remain upright on the feet.
Must be able to remain in a stationary position most of the time.
Ability to communicate, distinguish sounds, and visualize.
Regular manual dexterity.
Occasional reaching, stretching, climbing, balancing, crouching, and stooping.
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