Manager, Patient Contact Center Surgical/Urology

The US Oncology Network is looking for a Manager, Patient Contact Center to join our team at Texas Oncology.  This full-time position will support our Surgcal/Urology pods.

As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care to patients close to home. Texas Oncology is the largest community oncology provider in the country and has approximately 530 providers in 280+ sites across Texas, our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today—at Texas Oncology, we use leading-edge technology and research to deliver high-quality, evidence-based cancer care to help our patients achieve "More breakthroughs. More victories." in their fight against cancer. Today, Texas Oncology treats half of all Texans diagnosed with cancer on an annual basis.

The US Oncology Network is one of the nation's largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care.

Why work for us?

One reason to join our team is because we offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401-k plan that comes with a company match, a Wellness program that rewards you just for tracking your steps, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.

What does the Manager, Patient Contact Center do?  

The Manager, Customer Care Advisors, will play a key role in serving our patients, family members, and business partners by leading a team of Customer Care Advisors. This role keeps the patient first in all that they do and expects the same from the team. The Manager, Customer Care Advisors, is highly self-motivated, self-directed, and responsible for ensuring the team provides positive interactions. This role must quickly adapt, analyze, and solve problems, and lead the team effectively.

Essential Duties And Core competencies:

• Oversees and manages the daily operations of Customer Care Advisors, taking ownership of customer issues/needs in follow through of all aspects. Tracks and maintains key metrics for reporting as well as performance management; Ensures team metrics are consistently met to reduce rework, increase efficiency, and meet patients' needs/questions.
• Supports onboarding of Customer Care Advisors, trains team members, and implements best practice adoption.
• Contributes to the development and maintaining of standards, policies, and procedures regarding customer experience.
• Evaluates processes and protocols for efficiencies and implements opportunities for improvement for the highest-quality care for our patients/customers.
• Recruit, hire, onboard, train, coach, and develop Customer Care Advisors while building an inclusive environment where all can be successful.
• Maintain budget needs, as appropriate.

Minimum Experience/Education:

• Bachelor's degree or equivalent in Business Administration, Healthcare Management, or related field Five years in a high-paced, patient-service-experience environment, answering phones, email, text, etc.
• Two years of supervisory experience, managing customer service representatives.
• Expert proficiency in Microsoft Word and Excel with willingness and ability to learn other software applications as needed.
• Excellent customer service, interpersonal, and communication skills.
• Knowledge of medical terminology, billing, and coding.
• Previous data entry and reading of insurance EOBs (Explanation of Benefits).

Preferred Experience/Education:

• Five years of experience in healthcare environment, with experience managing PHI and confidential information.
• Five years of supervisory experience, managing customer service representatives.
• Two years managing hybrid/remote teams.
• Preferably Spanish speaking, but not a requirement.
• Preferably clinical and/or scheduling experience.

Required qualifications:

• Passion for customer service and leading by example.
• Demonstrated track record of resolving patient/customer concerns, high-quality output, and training others in customer service best practices. Resourceful and quick to problem solve, ensuring the team moves forward with resolving issues.
• Ability to establish and maintain positive relationships with patients, colleagues, and physicians, working collaboratively for the best interest of the patient.
• Balance confidence and diplomacy when dealing with tough situations, always maintaining respect.
• Advanced knowledge of a clinical office workflow with the adaptability of a fast-paced environment.
• Ability to train others in the utmost importance of maintaining the confidentiality of employee, patient, client, and company information at all times and to demonstrate commitment to compliance with applicable laws: federal and state regulations (e.g., HIPAA, etc.).

Physical Demands:   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time.

Work Environment:   The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff, patients, and the public.