Provide oversight, management, coaching, development, and evaluation of the performance of the Supervisors on an ongoing basis following applicable performance standards.
Scheduling of all Supervisors to ensure proper shift coverage.
Driving care continuity for patients within Summit locations, ensuring patients are scheduled for their follow-up care as necessary.
Handling of escalated patient and site concerns.
Creating action plans that are effective in solving business issues for the department.
Create and deliver presentations to the Access Center Leadership team when necessary.
Understanding key informatics and metrics and utilizing data appropriately to manage labor, key operational goals, and site staff KPIs.
Monitor employee engagement and designs programs in partnership with the Access Center leadership to maintain high employee engagement.
Coordinate with vendor partner to drive vendor agent success.
Maintain and exceed department goals for management and throughput.
Attend regular meetings with the Clinical managers to review performance and address any concerns.
Coordinates and collaborates with the Access Center Leadership and recruitment team to ensure all staff hires and needs are up to date for Access Center.
Assist in reporting on department metrics back to Access Center leadership regularly.
Enforce and audit policies and procedures related to the flow of information and systems used.
Monitor phone volume and assist with calls when necessary.

A bachelor’s degree is preferred but not required.
Minimum (3) Three years of experience as an Access/Call Center manager or comparable management experience.
Strong and Clear communication skills.
Working knowledge of EHRs – Electronic Health Records system is a plus.
Call center, referral, and/or appointment scheduling experience in a healthcare environment is a must.
Ability to analyze, review trends, and create action plans to mitigate areas of opportunity.
Must exhibit passion for outstanding results and compassion for those we work with and serve.
Happy and positive thinking, able to project this attitude around others.
Be willing to travel to clinical/Corporate locations, if needed.
Comfortable with constructive feedback and counseling management.

Referral Operations Manager

Key skills