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Access Center Manager in Wilmington, DE



$100K - $150K*


Operations Management


5 - 7 years

Job Description


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.


  • 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
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Valid through: 2020-4-9

About Christiana Care Health System

Christiana Care Health System is a network of private, non-profit hospitals providing health care services to all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. The system includes two hospitals in Delaware, Wilmington Hospital and Christiana Hospital, as well as the Eugene du Pont Preventive Medicine & Rehabilitation Center, the Helen F. Graham Cancer Center, the Center for Heart & Vascular Health, Visiting Nurse Association and a wide range of outpatient and satellite services. It is headquartered in Wilmington, Delaware. The systems history dates to 1890, when Delaware Hospital was first opened in Wilmington. It was expanded throughout the subsequent decades. In 1965, it merged with Memorial Hospital and Wilmington General Hospital to form Wilmington Medical Center, with each of the three facilities being known as a "division", thus Delaware Hospital became known as the Delaware Division of the Wilmington Medical Center. Later it was decided to close the other two hospitals and replace them with a new one, Christiana Hospital. In 1985, the Delaware Division was renamed Wilmington Hospital. In 2007, Christiana Care saw 457,348 outpatient visits, 55,512 admissions and 7,100 childbirths. Christiana Care provided $35.7 million in charity care in 2007. With more than 10,000 employees, it is one of the largest private employers in Delaware and among the top 10 in the greater Philadelphia region.
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