Job DescriptionThe
Access Center Manager, Referrals is responsible for ensuring patients referred from a Summit Health Location are scheduled for the appropriate follow-up care as part of our commitment to providing coordinate care. The manager will lead a team of Supervisors and agents ensuring all protocols are followed, all performance metrics are met, optimizing workflows and processes, managing time and attendance, and providing mentorship and direction and collaborating with the markets supported. Specifically, this manager will help ensure patients referred from a Summit Health location find and engage with the next necessary step in their care.
Duties and ResponsibilitiesThe primary duties, responsibilities, and expectations of an Access Center Manager, Referrals are:
- Provide oversight, management, coaching, development, and evaluation of the performance of the Supervisors on an ongoing basis following applicable performance standards.
- Scheduling of all Supervisors to ensure proper shift coverage.
- Driving care continuity for patients within Summit locations, ensuring patients are scheduled for their follow-up care as necessary.
- Handling of escalated patient and site concerns. Creating action plans that are effective in solving business issues for the department.
- Create and deliver presentations to the Access Center Leadership team when necessary.
- Understanding key informatics and metrics and utilizing data appropriately to manage labor, key operational goals, and site staff KPIs.
- Monitor employee engagement and designs programs in partnership with the Access Center leadership to maintain high employee engagement.
- Coordinate with vendor partner to drive vendor agent success.
- Maintain and exceed department goals for management and throughput.
- Attend regular meetings with the Clinical managers to review performance and address any concerns.
- Coordinates and collaborates with the Access Center Leadership and recruitment team to ensure all staff hires and needs are up to date for Access Center.
- Assist in reporting on department metrics back to Access Center leadership regularly.
- Enforce and audit policies and procedures related to the flow of information and systems used.
- Monitor phone volume and assist with calls when necessary.
QualificationsA candidate's qualifications will include:
- A bachelor's degree is preferred but not required.
- Minimum (3) Three years of experience as an Access/Call Center manager or comparable management experience.
- Strong and Clear communication skills.
- Working knowledge of EHRs - Electronic Health Records system is a plus.
- Call center, referral, and/or appointment scheduling experience in a healthcare environment is a must.
- Ability to analyze, review trends, and create action plans to mitigate areas of opportunity.
- Must exhibit passion for outstanding results and compassion for those we work with and serve.
- Happy and positive thinking, able to project this attitude around others.
- Be willing to travel to clinical/Corporate locations, if needed.
- Comfortable with constructive feedback and counseling management
This is an exempt position with the salary range of $86,000 - $94,000 based on experience and market.
About Our CommitmentTotal Rewards at VillageMDOur team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.
