Manager Call Center

4 weeks ago

New Haven Connecticut, United States Yale New Haven Health Full time
Overview:
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Responsible for managing and coordinating all activities of the SBO Call Center. Formulates and implements departmental procedures and makes decisions necessary to administer day-to-day operations. Coaches and develops team members in all aspects of performance including, but not limited to metrics and standards of professional behaviors related to the patient financial experience. Ensures the Call Center workflows and processes are effective and maintain customer service objectives. Ensures positive customer service interactions with callers and other departments to facilitate operations and promotes good customer relations in the work environment. Maintains thorough knowledge of up -to-date government and State regulations which affect the billing, follow-up and reconciliation of healthcare accounts receivable procedures in order to assist staff members when necessary. Ensures the efficient and accurate use of Call center software and systems. Analyzes and makes recommendations to enhance workflows and processes. Works cooperatively and collaboratively with all levels of employees, management, and patients to maximize performance, creativity, problem solving, and results.

EEO/AA/Disability/Veteran

Responsibilities:
1. Manages Call Center operations, formulating and implementing operating policies, programs, and procedures (including scripting) to measure and drive operational performance.

2. Participates in the selection, training, and motivation of employees; makes effective recommendations regarding hiring, terminations, discipline, and changes in employment status.

3. Conducts regular performance reviews and review interviews for and with assigned personnel. Provides orientation for new employees and interprets for employees all Health Services Personnel Policies and Practices.

4. Cultivates a positive work environment through team building, inspiring others to perform at a higher level, and encourages staff development resulting in a high level of employee engagement and satisfaction.

5. Monitors productivity, identifies/recommends areas and strategies for Agent improvement opportunities and development. Prepares and distributes effective monthly CRM dashboards and reporting.

6. Collaborates with cross-functional teams, including clinical departments, IT, and other teams to ensure seamless communication and resolution of patient and staff inquiries. Implements operational changes necessitated by changing systems and regulations.

7. Responsible for the creation and implementation of business concepts and projects that have a direct impact on the Call Center.

8. Works on special projects requested by the SBO Senior Manager or Director. Participates in meetings, projects, and surveys relative to the effective management and function of SBO.

9. Analyzes call center data to identify trends, opportunities, and challenges. Uses the insights to guide operational decisions.

10. Ensures all patient related inquiries (verbally or written) are answered/handled promptly ensuring timely resolution and follow up.

11. Stays current with industry trends and advancements in call center technology by incorporating relevant innovations and processes to enhance efficiency and patient/staff engagement.

12. Operates the daily functions of the areas of responsibility within the established operating and capital budgetary parameters.

Qualifications:
EDUCATION

 

Bachelor?s degree in accounting, Business Administration, or related field. Master?s in business administration or public health preferred.

 

EXPERIENCE

 

Five (5) to seven (7) years in areas of revenue cycle. Experience with onboarding, training, education, and oversight of department staff including significant managerial experience and exposure to all aspects of Call Center operations.

 

SPECIAL SKILLS

 

Excellent interpersonal, analytical, organizational and communication skills. Strong knowledge of PC systems, hospital billing, third party billing systems and reimbursement. Ability to motivate and direct the activities of a large and diverse staff.

 

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