• Manager, Specialty Call Centers

    Requisition Post Information* : Posted Date 3 weeks ago(7/2/2018 11:45 AM)
    Job ID
    2018-12821
    Benefits Eligible
    Yes
    Shift
    Day
    Type
    Full-Time Regular
    CBA Code
    Non-Union
  • Job Description

    Manager, Specialty Call Center

    Department: 370705 – SPECIALTY ACCESS HUBS

    Shift: 40 hours per week (1.0) / Day Shift: 8:00 am to 5:00 pm / Monday-Friday

    Job Summary:

     

    UCMC/BSD is committed to a patient-centric, efficient health care delivery system that focuses on quality, safety, service and operational excellence.   The Manager is primarily responsible for overseeing the day to day operations of the specialty call centers and actively supports the mission and initiatives of UCMC/BSD by leading and exemplifying a patient oriented, high quality efficient health care delivery system.  The Manager promotes excellence in all areas of the specialty call center registration and scheduling services to support the ideal patient experience and works collaboratively with the Director for Patient Access Services to ensure that specialty call center standards are met and process improvement efforts are completed, including the adoption of new technology.  Working with the Director for Patient Access Services and Practice Administrators, the Manager is responsible for the:

    • Specialty Call Center access management
    • Patient registration and scheduling services
    • Quality, safety, risk management and compliance
    • Personnel management

     

    Essential Job Functions:

    • Manages the day to day work processes in the specialty call center hubs to promote patient centric, high quality efficient patient access and service delivery. 
    • Ensures that ambulatory access standards pertinent to each call center hub are maintained to increase operational efficiency, enhance revenue and address organizational customer satisfaction objectives in all operations.  
    • Works with the Director of Ambulatory Patient Access Services to develop and implement scheduling strategies to support the attainment of departmental strategic goals and specific ambulatory productivity and revenue benchmarks for each specialty. 
    • Extracts and analyzes patient access data to identify performance metrics, and dashboard reports for call center productivity and quality related to registration and scheduling, and patient satisfaction scores
    • Monitors patient access data and patient satisfaction scores.   Works with the Director and Practice Administrators to identify, report, and resolve concerns, shortcomings and service excellence related to the specialty call center access services.
    • Maintains current in knowledge of the call center industry standards and evolving technologies. Works with the Director and Information Services to promote and evaluate new technology adoption and software upgrades for the call centers within established timelines. 
    • Participates in medical center committees’ initiatives related to the specialty call center patient access services, registration and scheduling services, and patient satisfaction.
    • Collaborates with Practice Administrators to utilize the patient appointment reminder technology to maximize patient visit volumes, grow ambulatory services, increase patient satisfaction and promote customer loyalty.
    • Works collaboratively with the Director and Practice Administrators to report and resolve customer concerns, identify shortcomings and institute measures to promote quality, manage risks, and improve customer service. 

    Why Join Us

    We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, The University of Chicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion

    ________

    Bring your career to the next level at a hospital that is thriving; from patient satisfaction to employee engagement, we are at the Forefront of Medicine. Take advantage of all we have to offer and #BringYourPassiontotheForefront,

    University of Chicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: www.uchospitals.edu/jobs 

    The University of Chicago Medical Center is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share with your social network

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.