Manager Patient Engagement

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Overview:

This position Manages all the agents whose role is first call resolution for the practices assigned to the call center. The Manager is responsible for all call resolution, ensuring protocols are followed. Responsibilities: Coordinates hiring, orientation, development and coaching/counseling of all assigned team members. Performs standard managerial tasks such as time approval, performance evaluations, personnel/ HR concerns, etc. - Coordinates training/knowledge of all users within the department in the use of departmental applications. Participates in review meetings with management and staff to establish project priorities and to communicate process improvement ideas. - Manages services promoting care management, transfers, transports, patient placement, marketing automation/delivery, complaint management, afterhours support including triage, community resource lines and patient navigation. - Plans for stages of growth and implements processes to accommodate growth and additional FTEs; works closely with leadership to ensure adequate staffing and to plan for future growth. - Promotes team member development through education, performance evaluation and identification of mutual goals that enhance continued professional growth. Monitors standards and metrics, along with QA standards, for specified service lines in order to report to Administration. Assists in managing and/or coordinating all projects for department to support System goals and initiatives to further promote patient accessibility to appropriate care. - Strengthen partnerships across the System to provide services across different continuums including afterhours support and triage. Upholds operational standards to maintain patient access via telephony, virtual visits and support, live chat and appointment access. - Writes and revises department policies and procedures in accordance with System goals for training purposes as well as reference materials. Establishes benchmarks and metrics in order to achieve departmental goals and standards to deliver quality service. - Qualifications: EDUCATION: Bachelors, Required EXPERIENCE: Minimum 5 years of healthcare or call center experience, Required May consider practice management experience LICENSURE/CERTIFICATION/REGISTRY/LISTING: REQUIRED PREFERRED