Job DescriptionJOB SUMMARYThe Patient Services Center Director has oversight of the Patient Service Center and remote employees and is responsible for successful delivery of patient services in a call center and BPO environment. The Director is the primary point of contact for hospital leadership from the hospitals supported by the center and will report directly to the Sr. Director, Patient Services. The Director will lead critical programs/projects that are strategically aligned to business strategy and objectives. The Director is also responsible for implementing operating systems, policies and procedures, including development and improvement in order to achieve overall metrics of the center. The Director will be responsible for the operation including performance management, goal setting, company procedure and policy, and overall company and customer performance to provide successful results.
ESSENTIAL DUTIES AND RESPONSIBILITIESInclude the following. Others may be assigned.
- Direct overall operations, determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives while effectively manage resources to ensure the department's targets are met
- Assess productivity and workflow using various measurements in order to achieve targeted productivity goals. Analyze and interpret financial data to meet monthly, quarterly, and yearly budget targets/goals
- Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners. Use a balanced scorecard to manage site's performance
- Fosters a service-oriented environment that facilitates teamwork with client to support highest quality patient care, meet client needs and customer satisfaction
- Ensure that proper ongoing training, development, and support of personnel takes place and ensures their knowledge of the company policies and procedures
- Maintain databases of current policies, procedures, and practices to ensure accurate information provide to leadership and front-end operations
- Implement leadership training and performance goals to direct report Managers and/or Supervisors in order to improve managerial skills and professional growth.
SUPERVISORY RESPONSIBILITIES If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Direct Reports (titles)Manager, PSC; Supervisor, PSC; Analyst, QA; Rep, PSC I - LEADKNOWLEDGE, SKILLS, ABILITIESTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- A strong understanding of call center and BPO operations and call center solutions
- Excellent interpersonal and communication skills to encourage teamwork, professionalism, and respect
- Creativity to develop and implements changes that will improve efficiency, outcomes, and overall performance
- Must possess a hands-on approach to management
- Must be a highly motivated, self-starter with strong communication skills and ability to work effectively with minimum supervision
- A strong track record of effective team and customer relationship management, demonstrated ability to lead and motivate teams
- Possess a very high degree of technical proficiency, excellent problem-solving skills, and analytical ability
- Flexibility and versatility and are tolerant of a changing work environment
- Ability to master multiple priorities and projects, excellent influencing skills
- Must be able to communicate and problem-solve effectively in stressful and/or fast paced environment
- Advanced skills with Word, Excel, SharePoint, and PowerPoint
- Ability to work in a production driven environment
- Familiarity with working with dual computer monitors (may be required to use dual monitors)
- Must have working knowledge of Windows based computer environment
- Ability to multitask in multiple systems simultaneously
- Extensive multitasking ability
EDUCATION / EXPERIENCEInclude minimum education, technical training, and/or experience preferred to perform the job.
- Required: High school education or GED
- Preferred: Bachelor's Degree in Business or Healthcare
- Preferred: 5+ years' experience in direct employee management
- Preferred: 5+ years management experience in call center experience, preferably in hospital operations, health insurance, or health related field
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to work in sitting position, use computer and answer telephone
- Ability to travel
- Includes ability to walk through hospital-based departments across broad campus settings, including Emergency Department environments
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Office Work Environment
- Hospital Work Environment
TRAVEL - Approximately 25% travel may be required
Compensation and Benefit InformationCompensation
- Pay: $92,602-$138,902 annually. Compensation depends on location, qualifications, and experience.
- Position may be eligible for an Annual Incentive Plan bonus of 10%-25% depending on role level.
- Management level positions may be eligible for sign-on and relocation bonuses.
Benefits
Conifer offers the following benefits, subject to employment status:
- Medical, dental, vision, disability, life, and business travel insurance
- Management time off (vacation & sick leave) - min of 12 days per year, accrued accrue at a rate of approximately 1.84 hours per 40 hours worked.
- 401k with up to 6% employer match
- 10 paid holidays per year
- Health savings accounts, healthcare & dependent flexible spending accounts
- Employee Assistance program, Employee discount program
- Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
- For Colorado employees, Conifer offers paid leave in accordance with Colorado's Healthy Families and Workplaces Act.
