To manage all aspects of the operations of the Medical Group Access Center (centralized call center) to ensure that patient calls and requests are being handled timely, efficiently, and accurately.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Directs and manages the daily operations of Access Center activities to achieve performance and quality goals.
- In collaboration with the Business Operations, Optimization, and Finance team, develops, maintains, and adjusts caregiver scheduling model to meet the demands of the Access Center. Manages caregiver time and attendance via Kronos and PTO requests.
- Leads the development and implementation of and ongoing accountability to Standard Operating Procedures (SOPs) in the Access Center.
- Updates and monitors Access Center daily metrics. Collaborates with Medical Group leadership to establish Service Level Agreemen