In collaboration with Service Delivery Operations Leadership, the Services and Access Center Manager – Healthcare Delivery is responsible for the day-to-day operational management of an inbound and outbound call center focused on delivering specialty care services for eligible patients in Travis County. The Services and Access Center Manager – Healthcare Delivery will lead a team of patient services representatives who will serve as the initial contact point for entry into specialty services within Central Health.

Primary duties will include establishing and keeping current program standard operating procedures, scripts, escalation paths, as well as creating supporting resources & documentation for patient services representatives. The Services and Access Center Manager – Healthcare Delivery will work in partnership with the designated clinical lead on program development initiatives, data/metric dashboard development, optimization of referral management and nurse triage support services, and workplace culture initiatives.

The position is considered Hybrid with the expectation of 60%-80% onsite as business needs require.

ESSENTIAL/PRIMARY DUTIES (The essential job functions or primary responsibilities that must be performed unaided or with the assistance of an accommodation – all job functions should begin with an action verb) Essential Duties (at least 5 that are non-negotiable duties and are absolutely pertinent to successfully completing the job without accommodations):

Primary Accountabilities:
• Provide leadership and direction to the Services and Access Center team to ensure that every patient interaction is characterized by exceptional customer service engagement.
• Coordinate recruitment, hiring, onboarding, and training of call center representatives as required to meet staffing quotas.
• Develop and maintain Services and Access Center protocols and standard operating procedures for inbound and outbound phone tasks, which may include appointing, referral management, triage, and relaying information to relevant care team members.
• Design phone trees and escalation pathways for inbound phone calls, in collaboration with Eligibility Leadership.
• Author and maintain situational call scripting for patient scheduling, receiving patient feedback, and escalation to clinical resources.
• Implement standardized patient scheduling practices as determined by Clinical Operations Leadership.
• Work in partnership with the designated clinical lead to effectively manage both access and clinical service-related inbound and outbound calls.
• Supporting enterprise & internal stakeholders by working to understand health center operational needs and implement scheduling and other practices that support those objectives.
• Ensure staff is prepared to schedule appointments, retrieve information about pending prescriptions, referrals, end direct the caller to correct clinical staff or appointing team as needed.
• Oversee phone and computer system performance and makes necessary decisions and adjustments in response to equipment outages and call volume.
• Develop, track and report key metrics related to the success of the call center team to internal and external stakeholders.
• Maintain strict confidentiality of protected health information (PHI).
• Uphold and ensure compliance and attention to all company policies and procedures as well as the overall mission and values of the organization.
• Manage staff timesheets, 90-day reviews, quality assurance reviews, and annual reviews for assigned call center staff.
• Identify and resolve problems, develop actions plans for process improvement, quality assurance, supervisor training and development.
• Maintain Central Health Services and Access Center efficiency and patient experience at targeted levels.
• Balance multiple planned and unplanned requests and consistently meet deadlines.
• Assist the Director of Service Delivery Infrastructure with annual budget planning, needs assessments, and capacity planning.
• Perform other duties as assigned.

Knowledge/Skills/Abilities:

• Demonstrated leadership and team-building ability.
• Bilingual (English/Spanish) strongly preferred.
• Excellent verbal and written communication skills.
• Ability to coach, train, and motivate employees to meet performance goals.
• Ability to regularly evaluate employee performance and take appropriate action to ensure consistent service delivery.
• Strong attention to detail and accuracy.
• Ability to evaluate data on operational and administrative processes and suggest and implement changes to improve performance.
• Ability to analyze, interpret and address customer needs.
• Ability to multitask while working in a fast-paced environment.
• Ability to effectively interact with individuals of diverse backgrounds.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Proficiency in the use of computers and commonly used software, including Microsoft Office Suite.

MINIMUM EDUCATION:
• High school diploma or equivalent.

PREFERRED EDUCATION:
• Bachelor's degree or Nursing degree from an accredited school of nursing preferred.

MINIMUM EXPERIENCE:
• 3 years call-center experience.
• 2 years in a leadership or supervisory role, preferably in a call-center setting.

PREFERRED EXPERIENCE:
• Experience working in a healthcare or medical appointing call center environment.
• Demonstrated knowledge of queuing theory, call center metrics, and forecasting processes.
• Demonstrated knowledge of the contact services industry and best practices.
• Working knowledge of Epic and InContact or applicable Contact Center Manager Phone System and Administration tools.
• Demonstrated experience with improving processes and improving team productivity and satisfaction.
• Demonstrated experience with designing and implementing call center staff training and quality assurance processes.
• Demonstrated experience with call center program design and the development of call center operation processes and procedures.