Manager - Ambulatory Call Center

Position Objective:

The Manager of the Access services team within the Patient Access and Support Services department supervises the daily operation and personnel of the assigned product line teams within the department. The role is responsible for coordinating, executing and continually improving the overall patient access for the Ambulatory offices. You will serve as lead for all front line training and daily monitoring for the Access Services team. The position assesses developmental needs to drive training initiatives and actively searches, creatively designs and implements effective methods to educate, improve technical capabilities and recognize performance. This role is highly collaborative role that involves close partnership with operations terms, internal HR, billing and other business units.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions 

1. Directs and supervises day to day operations for assigned staff including scheduling, timekeeping, orientation and training. Schedules staff, assigns work and shifts to ensure adequate coverage. Monitors intraday operations to assure service levels are achieved and maintained. Makes necessary adjustments to ensue daily work assignments are completed. Monitors schedules to ensure maximum resource utilization and patient access. Responsible for Compass functions including review of bi-weekly payrolls and necessary timecard adjustments
2. Models and enforces the personnel policies and organizational standard of AAMC. Refers questionable, serious and progressive incidents to the Director to address formally. Effectively seeks the right candidates for the roles to build a well-rounded and diverse team.
3. Oversees orientation of new employees. Trains staff in new functions, processes and concepts to ensue staff are capable of completing job functions in a professional and independent manner.
4. Own organizational communications to ensure employees have knowledge of training events and resources. Collaborates with management in coordinating aspects of planning, design, development, training, implementation, communication, maintenance and evaluation of existing or new functionality of the practice management software
5. Evaluate training efficiency and business impact through formalized metrics.
6. Understands patient needs and utilizes his or her clinical and administrative knowledge to make decisions that will enable the most expedient and efficient access to care.
7. Performs all other requests as defined by the Director, including special department/system assignments, required attendance for meetings, statistical reporting and on-call responsibilities should that arise.
8. Cooperates with both HCE central functions and AAMC stakeholders relevant to the overall success of the department.
9.  Approve all expenditures and ordering of supplies according to HCE policies and signature authority
10. Partners with AAMG practices, physicians and other care providers and their teams to ensure integrated, patient-centered care that ensures timely delivery with appropriate provider access for patient care.

Educational/Experience Requirements:

• Minimum of three years- five years of customer service experience  
• Proficient in the use of Windows software, particularly Word, Outlook Excel and PowerPoint.
• Excellent communication and interpersonal skills.
• Strong presentation skills. Motivated, achievement oriented, ability to multi-task.
• Requirement: Bachelor’s degree in business administration, health administration, finance or related field or experience in lieu of degree

Required License/Certifications: 

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.

Physical Demands –

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position.  This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.