Manager, Patient Access Contact Center - M-F 8-5pm, Hybrid
About the position The Manager of Patient Access Contact Centers is responsible for the day-to-day operations and performance of Emory Healthcare patient access contact center teams. This role ensures efficient workflows, high-quality patient interactions, and alignment with organizational goals. The manager supports staff development, monitors key performance indicators, and collaborates with internal departments to enhance the patient experience.
Responsibilities
- Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture
- Manage daily operations to ensure timely and accurate patient access services; implement standardized procedures and best practices to improve efficiency; monitor call volumes, staffing levels, and service levels to meet performance targets
- Track and analyze key performance indicators (KPIs) such as call wait times, abandonment rates, and patient satisfaction; monitor trends and identify areas of improvement with corrective actions implemented as needed
- Support the adoption and optimization of contact center technologies; collaborate with Digital and other departments to troubleshoot and enhance system performance; recommend process improvements to streamline workflows and enhance the patient experience
- Serve as a liaison between the contact center and clinical/administrative departments; facilitate regular team meetings and cross-functional updates; communicate changes in policies, procedures, or systems effectively to staff
Requirements
- Bachelor's degree in Business, Health Administration, Operations Management or related field
- 3+ years in patient access, healthcare, or contact/call center experience
- 1 year of management experience
- Strong leadership and team-building skills
- Excellent communication and interpersonal abilities
- Proficiency in contact center systems and reporting tools
- Analytical mindset with a focus on continuous improvement
- Ability to manage multiple priorities in a fast-paced environment
Nice-to-haves
- Master's Degree in Business, Health Administration, Operations Management or related field
- 5+ years in patient access, healthcare, or contact/call center experience
- 3 years of management experience
Benefits
- Comprehensive health benefits that start day1
- Student Loan Repayment Assistance & Reimbursement Programs
- Family-focused benefits
- Wellness incentives
- Ongoing mentorship, development, and leadership programs