Overview

Under the direction of the Operations Director and within a team-based structure, the CARE Center Manager, Patient Access, is responsible for building, developing, and leading a team that delivers exemplary service to patients and providers. This role involves managing staff, monitoring metrics and performance, and ensuring high-quality customer service. The CARE Center Manager oversees frontline call center representatives, monitors data and processes, and strives to improve services. The CARE Center offers integrated approaches to scheduling, triage, referral management, and care coordination, operational Monday to Friday with occasional weekend work.

Required Skills and Abilities

1. Ability to lead a team in process improvement efforts, driving performance results and guiding change toward desired outcomes.
2. Outstanding interpersonal, communication, and customer service skills, with the proven ability to interact professionally and effectively with all members of the patient's care team.
3. High degree of initiative, with strong independent judgment, critical thinking, and decision-making skills to effectively coach and manage staff.
4. Strong organizational skills with attention to detail, and the ability to work with clients at all levels while prioritizing multiple tasks.
5. Ability to maintain exemplary attendance, punctuality, and reliability.

Preferred Skills and Abilities

1. Proven experience with EPIC referrals, scheduling (Cadence), and messaging (In-Basket).
2. Proven record of high performance in employee management, training, and mentoring.
3. Working knowledge of HIPAA regulations and their impact on operations.

Principal Responsibilities

1. Manage YM CARE Center staff within one or more department/specialty pod(s). This includes recruiting, coaching, mentoring and developing high performing individuals that function well in a team environment.
2. Manage and support daily department/specialty pod(s) operations to include, but not limited to, incoming calls, referral management, appointment reminders, and in-basket management.
3. Manage staff schedules to ensure staffing levels support call volume. Approve and monitor all staff human resource functions including payroll, time and attendance schedules to ensure appropriate coverage for staff within the department/specialty pod(s).
4. Identify issues that impede delivery of high quality patient access; develop, implement, and evaluate improvement plans in collaboration with YM CARE Center and departmental leadership.
5. Develop and critically evaluate workflows/SOP; making recommendations to YM CARE Center leadership to improve work procedures within the department/specialty pod(s) and YM CARE Center.
6. Develop and lead department/specialty pod(s) program initiatives that align with the YM CARE Center mission and vision and report outcomes to YM CARE Center leadership team.
7. Monitor calls and other YM CARE Center quality metrics to ensure exceptional customer service. Identify training opportunities for staff and lead efforts to improve performance.
8. Analyze access principles and departmental metrics (i.e. RVUs, volume, etc.) and make recommendations for template adjustments.
9. Monitor and analyze monthly CARE Center and departmental (pod) KPIs/SLAs to assess accuracy and effectiveness of processes. Identify trends or items requiring immediate corrective action.
10. Serve as a technical and policy resource for department/specialty pod(s) team.
11. Communicate, maintain, and uphold adherence to YM and YM CARE Center policies and procedures.
12. Remain well versed in all department/specialty pod(s) functions.
13. Conduct daily huddles with the department/specialty pod(s) team.
14. Serve as the department/specialty access liaison to patients, physicians, and callers and addresses calls escalated by the scheduling/referral staff as needed.
15. Serve as liaison and partner to the departments and clinics to ensure scheduling guidelines, provider information, and appointment site locations are up to date and being adhered to. Communicate changes to the department/specialty pod(s) team.
16. Report metrics and develop action plans that foster continuous improvement to departments and clinics.
17. Attend and actively participate in staff meetings and trainings.
18. May perform other duties as assigned.

Required Education and Experience

Bachelor’s degree with 5 years’ experience supervising or managing a service-focused team, or an equivalent combination of education and experience.

Required License(s) or Certification(s)

Required License(s) or Certification(s):

Physical Requirements

Physical Requirements: