Dir Clinical Call Center Operations

MedStar Ambulatory Services - 70003
Columbia, MD
Jul 17, 2017
Jul 17, 2017
Full Time
Job Description: MedStar Ambulatory Services is committed to providing world-class, compassionate care to every patient, every time, at every touch point. All associates are accountable for their role in meeting patient experience standards. Responsible for the daily operations and management of the group providing appointment scheduling and other patient access services for MedStar Ambulatory Services. Develops and maintains processes and quality assurance measures to increase patient satisfaction and access to MedStar Ambulatory Services. Maintains communication, including reporting, for MedStar Ambulatory Services administrators and physicians to ensure efforts meet expectations. Advocates on behalf of patients, physicians, associates, referral sources and other stakeholders to implement operations that promote an ideal experience within MedStar Ambulatory Services and MedStar Health. Maintains expert level knowledge of the contact center phone system, scheduling software and call center operations. Prepares productivity and quality assurance reports to track individual and team goals within the orthopedic scheduling group. Coordinates implementation of new contact center services supporting MedStar Ambulatory Services or other services as required. Qualifications EDUCATION: Bachelors degree in business, healthcare, or related field. RN or other clinical background preferred. EXPERIENCE: 5 years experience in healthcare services, customer service or patient care/access related work. Prior supervisory experience in contact center operations with training experience, preferably within a healthcare or appointment scheduling setting. LICENSE/CERT/REG: No special certification, registration or license required. SKILLS: Excellent verbal and written communication. Strong computer skills with an understanding of medical office scheduling software products. Strong skills in using Microsoft Office desktop applications. Excellent understanding of customer service concepts and contact center operations. Ability to review data and troubleshoot problems. Demonstrated ability to work in a fast-paced, often high-pressure environment. Ability to manage people from different disciplines with varying degrees of technical experience. Ability to work in a matrix management environment. FeaturedJob0

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