Job Description

Schedule: Monday - Friday

Pay Range: $38.26 - $61.12 Depending on Years of Experience

JOB PURPOSE: The Patient Communications Senior Manager is responsible for leading the implementation of the scheduling and contact center functions pertaining to all Provider scheduling customer service training and development and the usage of scheduling practices and systems. The Senior Patient Communications Manager develops and implements Standard Operating Procedures (SOP’s) with a focus on customer service policies to ensure the satisfaction El Rio Health customers’ service meet or exceed their expectations. Oversees the operations of the contact center, including workforce management, labor technology solutions, and statistical data analysis, to support existing and new business initiatives.

The primary goal of the El Rio Health Patient Communications Senior Manager is to support El Rio’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

El Rio Health is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, veteran status, gender identity, gender(sex), sexual orientation, or familial status.

Employees holding positions defined as safety sensitive are required to undergo drug testing prior to employment and, will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

Essential Job Functions:

• Collaborates with Director of Operations and Medical Directors to assist in establishing scheduling goals and managing provider and site scheduling expectations.
• Improves customer service experience, creates engaged customers, and facilitates organic growth.
• Provides customer service and operational guidance and solutions to resolves customers’ problems, which may be complex or long-standing problems that are unresolved by customer service representatives and supervisors.
• Investigates, recommends, and operationalizes strategic initiatives and programs to support the scheduling department.
• Directs the scheduling of clinicians across all practice groups.
• Interacts regularly with executive team and individual department heads to ensure that operational priorities align with El Rio Health organizational goals.
• Interacts regularly with executive team and individual department heads to ensure that operational priorities align with El Rio Health organizational goals.
• Develops, implements, and administers department policies and procedures.
• Maintains and improves call center operations by monitoring system performance; identify and resolve problems; preparing and completing action plans; system audits and analyses; manage system and process improvement and quality assurance programs; conducts needs assessments, capacity planning, and cost/benefit analyses.
• Integrates newly acquired groups into the scheduling team and standardize practices.
• Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.
• Meets contact center financial objectives by compiling data for the following:
• forecasting monthly scheduling metrics
• annual budgets
• scheduling metrics
• analyzing variances
• employee competency
• Networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests exploring opportunities to add value to job accomplishments.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Develops and directs the management of the Patient Communications Contact Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training. Implements processes and systems that will generate higher productivity and revenues.
• Interacts regularly with executive team and individual department heads to ensure that operational priorities align with El Rio Health organizational goals.
• Translates goals of lines of business into tangible objectives and outcomes for teams in the call and contact centers.
• Collaborates with Marketing, Operations and Practice Groups to ensure optimization efficiency and metrics/goals are established for overall campaign effectiveness.
• Manages team through metrics and performance objectives.
• Maintains an open communication with clinic management, business operations staff and other stakeholders within Patient Communications’ sphere of influence.
• Prepares and maintains departmental budgets; monitoring expenses and revenue; evaluate and analyze data; strategically forecast fiscal year needs.
• Works closely with Finance/Accounting/Business Office to integrate new program workflow with billing/coding and other financial requirements.
• Achieves operational objectives in the most economical manner and takes independent action to solve unusual conditions affecting workflow and call flow processes.
• Collaborates with other business areas to assure smooth development and initiation of new services.
• Maintains current contact center technology-related training/education to ensure innovative solutions and continued effectiveness.
• Responsible for the recruitment, training and development, performance reviews, counseling and/or disciplinary action of the centralized scheduling department.
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position.
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.

Minimum Education and Experience:

• Bachelor’s degree in Business, Healthcare Administration or related field from an accredited college or university
• Six (6) years’ experience in Contact Center and/or Business Process Outsourcing industry operations
• Six (6) years’ experience in Staff Development/QA/Data Analytics.
• Six (6) years’ experience working within the Healthcare industry.
• Proven ability to assess operations statistics and to develop staffing, scheduling and operations strategies that improves contact center service delivery.
• Experience with reporting and analysis of multi-channel support strategies within the contact center (chat, email, paper, fax, web-based, etc.).

If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Required Licenses, Certifications, and Registrations:

• Certification in process improvement or quality methodologies (LEAN, Six Sigma, Total Quality Management, etc.)
• Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment.
• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must be in compliance with Arizona vehicle insurance requirements.

Preferred Education, Experience, Skills, Abilities:

• Seven to ten years of related experience in a call center environment.
• Proven experience in examining and re-engineering operations and procedures, formulating policy and developing and implementing new strategies and procedures.
• Training/Certifications in Contact Center operations/technologies (ICMI, SWPP, etc.).
• Bilingual (English/Spanish) with the ability to speak, read and write in both languages.

Reasonable accommodations may be made to enable individuals with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for sincerely held religious beliefs, observances, and practices to perform the essential functions of the job.

El Rio Health does not discriminate based on race, color, religion, sex (including pregnancy, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

El Rio Health requires all AZ employees to have a Level One Fingerprint Clearance card. A.R.S. 36.425.03. New hires and transfers must submit their fingerprint clearance card or fingerprint receipt before their hire date or transfer date. Level One (1) Non-IVP Fingerprint Clearance card must be received within 30 days after the new employee hire date or transfer date.

All employees are strongly recommended to obtain and maintain vaccination status (i.e., as recommended by CDC and/or other public health agencies) to include an Influenza vaccination. Subject to exemptions and accommodations when required by law. (Policy: Adm-016 & Adm-045).

All employees are required to undergo drug testing prior to employment and will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

El Rio Health is a non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards. El Rio Health is an equal opportunity employer.