Ambulatory Access Center Manager at UC HEALTH LLC in Cincinnati, Ohio

Job Description:

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable and diverse place of employment.

Manages operations of the UC Health Access Center. Oversees day-to-day activities related to process improvement, department and staff communication, and staff oversight, training and development. Evaluates staff performance to ensure agents are meeting operational and quality targets. Acts as a liaison between the Access Center and Ambulatory Clinical Departments.Minimum Required - Bachelor's Degree and 1-2 years of equivalent experienceKey Job Elements:

Staff Management : Select, develop, motivate, counsel, assess performance and discipline reporting personnel. Establish goals, appraise employee performance, and coach staff to achieve individual and departmental goals. Maintain accurate personnel files, document performance issues and discussions, and complete the performance management process including maintaining current position descriptions. Ensure orientation, in-service training and continuing education is provided to achieve the desired level of performance. Develop staff to critically think to independently resolve issues as they arise. Act as a liaison with Human Resources and Payroll. Processes payroll for staff with accuracy and in a timely manner.

Operations Management : Manage the day-to-day operations, utilizing staff in the most efficient manner possible and work with the other Operations Managers to ensure timely and high quality task completion and effectively distribute work across staff. Ensure adequate staffing and resources are used to deliver services. Ensure departmental goals for call answer time, quality and productivity standards are met or surpassed. Develop, maintain and implement processes and performance metrics for measuring and assessing productivity and services. Communicate results and plan improvements. Assist in evaluating systems and technology for the call center. Apply appropriate technology to processes as required to improve efficiency, accuracy and consistency in operations. Manages overtime expense.

Communication : Create and disseminate quarterly divisional reports and weekly agent statistics. Create monthly team productivity reports and other required communications. Interact and work collaboratively with business and operational leaders of divisions to ensure scheduling services are satisfactory. Attend quarterly meetings with divisions.

Problem Resolution : Identify trends, determine root cause and provide resolution to completion in a timely manner. Manage complex issues, provide resolutions, make critical decisions, and serve as a resource to staff. Act as the expert for assigned divisions, working with Leads and other Managers to resolve any issues or concerns.

Customer Service : Ensure staff provides outstanding customer service and satisfies the caller's request each and every time. Build and maintain constructive/effective relationships with all internal and external customers.

Quality : Evaluate work performed by employees to maintain quality, quantity and accuracy of the work completed by Scheduling Center Agents.

Perform other duties as assigned

Project Management: Plan and implement departmental projects and participate in Medical Center projects as needed. Develop completion. Coordinate activities of project team, identifying appropriate resources needed. Refine scope of work and manage change control process. Prepare status reports and presentations for department leadership.

Job Requirements (Knowledge, Skills and Abilities):

Knowledge

Proficient and working knowledge of Epic Cadence and software applications

Prefer knowledge of Call Center operations

Prefer a basic knowledge/understanding of healthcare insurance

Skills

Excellent written and verbal communication skills.

Strong line management, interpersonal skills, and the ability to work with a variety of people,

Ability to multi-task

Professional knowledge, administrative and technical ability sufficient to make decisions and manage the work of others.

Demonstrate an independent work initiative, critical thinking, sound judgment, diplomacy, analytical ability and a professional demeanor.

Effective verbal, written and interpersonal communication skills.

Abilities

Ability to manage multiple tasks and successfully meet deadlines.

Demonstrated ability to lead, develop and manage staff.

Proven fiscal responsibility

Ability to relate to diverse age and demographic backgrounds.

Key Job Elements:

Staff Management : Select, develop, motivate, counsel, assess performance and discipline reporting personnel. Establish goals, appraise employee performance, and coach staff to achieve individual and departmental goals. Maintain accurate personnel files, document performance issues and discussions, and complete the performance management process including maintaining current position descriptions. Ensure orientation, in-service training and continuing education is provided to achieve the desired level of performance. Develop staff to critically think to independently resolve issues as they arise. Act as a liaison with Human Resources and Payroll. Processes payroll for staff with accuracy and in a timely manner.

Operations Management : Manage the day-to-day operations, utilizing staff in the most efficient manner possible and work with the other Operations Managers to ensure timely and high quality task completion and effectively distribute work across staff. Ensure adequate staffing and resources are used to deliver services. Ensure departmental goals for call answer time, quality and productivity standards are met or surpassed. Develop, maintain and implement processes and performance metrics for measuring and assessing productivity and services. Communicate results and plan improvements. Assist in evaluating systems and technology for the call center. Apply appropriate technology to processes as required to improve efficiency, accuracy and consistency in operations. Manages overtime expense.

Communication : Create and disseminate quarterly divisional reports and weekly agent statistics. Create monthly team productivity reports and other required communications. Interact and work collaboratively with business and operational leaders of divisions to ensure scheduling services are satisfactory. Attend quarterly meetings with divisions.

Problem Resolution : Identify trends, determine root cause and provide resolution to completion in a timely manner. Manage complex issues, provide resolutions, make critical decisions, and serve as a resource to staff. Act as the expert for assigned divisions, working with Leads and other Managers to resolve any issues or concerns.

Customer Service : Ensure staff provides outstanding customer service and satisfies the caller's request each and every time. Build and maintain constructive/effective relationships with all internal and external customers.

Quality : Evaluate work performed by employees to maintain quality, quantity and accuracy of the work completed by Scheduling Center Agents.

Perform other duties as assigned

Project Management: Plan and implement departmental projects and participate in Medical Center projects as needed. Develop completion. Coordinate activities of project team, identifying appropriate resources needed. Refine scope of work and manage change control process. Prepare status reports and presentations for department leadership.

Job Requirements (Knowledge, Skills and Abilities):

Knowledge

Proficient and working knowledge of Epic Cadence and software applications

Prefer knowledge of Call Center operations

Prefer a basic knowledge/understanding of healthcare insurance

Skills

Excellent written and verbal communication skills.

Strong line management, interpersonal skills, and the ability to work with a variety of people,

Ability to multi-task

Professional knowledge, administrative and technical ability sufficient to make decisions and manage the work of others.

Demonstrate an independent work initiative, critical thinking, sound judgment, diplomacy, analytical ability and a professional demeanor.

Effective verbal, written and interpersonal communication skills.

Abilities

Ability to manage multiple tasks and successfully meet deadlines.

Demonstrated ability to lead, develop and manage staff.

Proven fiscal responsibility

Ability to relate to diverse age and demographic backgrounds.

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