Pay range: $82,971.00 - $59.84 - $124,467.00 salary range, varies on experience.
One Call - Bend, Oregon

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Manager of Ambulatory System Call Center

REPORTS TO POSITION:Director of Ambulatory Access

DEPARTMENT: Patient Access Services

DATE LAST REVIEWED: December 2024

OUR VISION: Creating Americas healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENTAL SUMMARY: Patient Access Services is a support services division of St Charles Health System. Patient Access serves as a liaison to inpatient and hospital-based outpatient departments. Ambulatory Access serves as a liaison to ambulatory outpatient departments by providing scheduling, registration, prior authorization, medical record, population health outreach, and project management support. We encourage collaboration between clinical and non-clinical staff to ensure we are providing our community with comprehensive and compassionate health care.

POSITION OVERVIEW: The Manager of Ambulatory System Call Center (One Call) will have direct responsibility for managing and guiding the daily operations, scheduling, registration and customer service functions for the One Call department and caregivers both on and offsite. The manager is responsible for maintaining alignment with St Charles ambulatory outpatient clinic operational standards and creating strong collaborative relationships with service line department leaders. The manager develops and implements policies and processes to ensure consistent scheduling and registration practices are followed with a seamless patient experience provided.

The manager must demonstrate outstanding customer service skills, relationship building ability, forward-looking innovation to plan for growth, communication skills and strong leadership of assigned areas of oversight, to ensure St. Charles Health System goals of efficiency, quality, and patient satisfaction are met. This position directly and indirectly supervises caregivers at multiple locations, with a variety of work environments (on site, off site on location, remote, and hybrid).

ESSENTIAL FUNCTIONS AND DUTIES:

Create, inspire and support a department culture that embraces St. Charles Health Systems vision.Lead, coach and mentor staff to achieve and exceed the standards required to accomplish this. Continually evaluate and adjust the steps necessary to meet this vision and motivate staff to achieve this in their daily work.

Provide leadership and management of One Call staff both on and offsite, ensuring that department priorities are aligned with executive leadership and the SCHS operating plan and objectives.

Consistently demonstrates a "can do" attitude for team and customers alike. Foster an environment of open communication in support of St. Charles Health System ACTS of Excellence.

Serves as an advocate for patients and caregivers. Is a subject matter expert of scheduling protocols, pathways and resource tools. Can step in to work when and where needed as call volumes or caregiver absences dictate.

Develop and maintain effective working relationships and communication channels with St Charles Health System managers, supervisors and staff. Maintains close collaboration and meets regularly with department leaders supported by One Call and in areas where One Call staff is imbedded.

Regularly attends appropriate health system and department team meetings to develop a strong positive working relationship and ensure consistent practices spread across all ambulatory outpatient sites.

Works with direction from the Director of Ambulatory Access to maintain scheduling and registration policies and protocols that support patient centered access to care, financial performance, positive patient experience, and caregiver satisfaction.

Assists department director with identifying EHR build errors, upgrades, optimization opportunities and workflow specific requirements. Collaborates with IT to implement changes.

Partners with the centralized template management team making recommendations for improvement to better meet system initiatives and goals.

Responsible for creating department policies specific to the work performed within One Call and implementing system policy and procedures that apply.

Responsible for budget development, regular monitoring, accountability and meeting all operational targets for all areas within span of control. Submit, review and approve monthly invoices and variances. Submit supply orders.

Manage One Call staff; interview, hire, assign and direct work. Regularly checks in with each caregiver to address progress, questions, concerns. Completes quality assurance and evaluates staff performance. Consistent monitoring of caregiver behavior and tracking for things such as attendance and tardiness. Act as a coach for staff.

Develop & guide those in lead roles to increase their knowledge and support the manager with routine tasks. Encourage continual development that best meet the needs of One Call and system wide scheduling strategies.

Develop and maintain department training curriculum. Provide skills testing and evaluation to existing staff as needed. Ensure consistent distribution of educational material, information and updates on policies, procedures and standard work.

Maintains understanding of the access strategy and scheduling complexities of each service line supported by the Call Center. Adapts work assignments based on the location of the caregiver (remote, on site, on location, hybrid) and specialty supported.

Address caregiver and patient complaints and resolve issues that may arise. Submit and respond to SAS reports.

Maintains understanding of telecommunications and call center software and hardware. Partners with IT department to ensure we have a functional and high performing platform. Escalates issues for resolution as needed. Is a subject matter expert in the IT platforms and solutions used and can provide input necessary for build and training.

Responsible for routine studies of decentralized scheduling teams looking for opportunities to grow the system wide strategy, seeking additions to the One Call family & the overall system wide standard approach. Works with decentralized leaders to study workflows, make recommendations for standardization, and platform optimization to support the work.

Monitors and ensure all direct reports are current with compliance and safety requirements.Implements and manages all organizational safety directives and goals.

Develop and maintain a high-performance team that meets organizational and department goals. Ensure that work is completed on time.

Responsible for the accuracy of the work performed within the One Call department through setting of call center and caregiver productivity metrics based on best practice and industry standards. Monitor and review productivity and metric data and variances routinely, and make necessary adjustments and interventions as needed.

Create, post, maintain, and monitor department staffing plan and schedule, work queues, reports or lists as needed to manage the work and team. Monitor ongoing call volumes and adjust schedule patterns to meet peak volumes.

Ensures all scheduling and registration tools and references are up to date.

Collaborates with teams to review processes and identify/implement opportunities for improvements, applying lean principles, concepts and tools. Functions as a champion of change.

Schedules and leads departmental huddles and meetings.

Supports the vision, mission and values of the organization in all respects.

Provides and maintains a safe environment for caregivers, patients and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organizations corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION

Required: High School diploma or GED

Preferred: Bachelors Degree

LICENSURE/CERTIFICATION/REGISTRATION

Required: N/A

Preferred: Epic Patient Access certification.

EXPERIENCE

Required: Five (5) years applicable experience with progressive supervisory or team lead experience.

Preferred: Three (3) years patient access leadership in a medical group environment.

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Must have excellent communication and organizational skills with ability to interact with a diverse population and professionally represent St. Charles Health System with internal and external sources.

Must adapt quickly to frequent process changes and improvements.

Is reliable, engaged, and provides feedback as to improve processes and policies.

Completes projects, tasks, and assignments within a timely manner. Meets agreed upon deadlines.

Attends all department, team, and company meetings as required.

Requires exceptional critical thinking and analytical skills with the ability to work under minimal supervision.

Requires strong communication, customer service interpersonal skills and telephone etiquette.

Ability to prioritize workflow according to pre-set instructions.

Strong teamwork and collaborative skills.

Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.

Ability to multi-task and work independently.

Attention to detail.

Performs basic math (add, subtract, multiply and divide) calculations.

Performs intermediate to advanced math (analysis, statistics, significant data or number manipulation).

Basic to intermediate ability and experience in computer applications, specifically electronic medical records system and MS Office.

May cover mutliple locations and specialities outside of home department.

Must have the ability to adapt to meet operational support needs at any SCHS location.

Schedule Weekly Hours:

40

Caregiver Type:

Regular

Shift:

Variable (United States of America)

Is Exempt Position?

Yes

Job Family:

MANAGER

Scheduled Days of the Week:

Variable

Shift Start & End Time:

Variable

Return to Search Results