Manager Patient Resource Center

0 Base Wage: $ 39.86 to $ 59.79 Location: SRC Mount Vernon The information described in this

has been designed to indicate the general nature of the work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Other information:

This position reports to the Administrator of Clinic Operations and is responsible for the management of Skagit Regional Health’s Patient Resource Center. This includes the development, implementation, training, and monitoring of key resource center processes. The desired outcome of this position is to develop, implement, update and consistently apply standardized processes that reliably creates an exceptionally satisfying patient experience.

The Patient Resource Center Manager is the process owner for the key processes at the front end of the patient visit value stream which includes patient appointment scheduling, insurance verification and new patient pre-registration. The successful applicant will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns and questions from the departments and patients. We’re looking for a highly organized professional with management experience who can ensure the most efficient operations of our internal call center.

Your goal is to increase internal and external customer satisfaction and to ensure our agents meet their weekly, monthly and quarterly performance targets.

Assure effective training and orientation for Patient Resource Center staff to ensure professionalism, efficiency and accuracy in scheduling and taking functions. Monitor established key performance indicators to assure effectiveness and compliance with customer service and productivity expectations. Establish and maintain positive working relationships with Directors & Providers of the departments supported by the Patient Resource Center.

Is constructive when giving criticism by offering alternative methods and educational opportunities for improvement. Analyzes Patient Resource Center needs and provides appropriate tools for improved performance. Understand the importance of creating and maintaining positive relationships across department and facilities.

Develops training materials appropriate to the changing needs in areas of responsibility. Consistently apply standards that reliably provide for improved access to healthcare and a positive patient experience. Provide coaching, constructive and timely feedback on areas of performance improvement within a union environment.

Create monthly schedules, manage vacation and sick leave requests, monitoring the schedule and adjusting as necessary to meet volume demands and support the work flow. Assure accuracy in electronic time-keeping system. Identify all business needs for operational success and maintain patient relations.

Plans, directs, supervises and evaluates workflow. Coordinates work activities to achieve the volume expected to meet operational requirements. Attend and actively participate in all department, team and/or committee meetings Complies with all Skagit Regional Health, department and location specific policies and procedures Hire, train and onboard new Patient Resource Center Agents.

Monthly audits to ensure performance metrics are being met. Maintaining department budget for operational and capital needs Conduct training sessions to prepare all Patient Resource Center Agents for success on the job Contribute to a positive and fun work environment. Oversees daily operations and coordinates assignments; prioritizes and delegates work activities; and monitors completion.

Provides task supervision, troubleshooting, and escalation, as needed, for daily issues related to calls. Acts as internal super user for Cisco software and reporting systems. Owns the implementation of new initiatives and workflows.

Organizes and provides training to new hires. Maintains/revises manuals as needed. Performs other duties as assigned.

Education Associate’s degree required Experience/Training Minimum three (3) years supervisory experience in a call center environment required. Experience in a healthcare setting to include registration, scheduling, insurance and training preferred. License/Certifications None required.

Other Skills Must create a positive, patient-focused, goal-driven work atmosphere. Accountable for the supervision/management of all members of their team. You have excellent customer service skills and enjoy working to proactively assist your team as well as the patients we serve.

Highly motivated and maintain a positive attitude in all that you do. Excellent multi-tasker and thrive in fast-paced environments. Outstanding attention to detail.

Demonstrated leadership experience. Exceptional collaborative, organization, and communication skills to meet the challenges of a complicated, evolving program. Exceptional computer proficiency.

Familiarity with call center metrics and reporting. Exceptional interpersonal and communications skills required. The ability to maintain harmonious working relationships with physicians, non-physician providers, and staff while addressing complex and sensitive administrative, operational and financial issues.

Able to function independently as well as part of a team. Able to work irregular hours as needed under conditions of high stress. Proficient in use of Microsoft Office Suite.

Professional appearance and attitude. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for long periods of time; when working in office.

Repetitive tasks such as typing, sitting, answering phones, and interacting with computers and computer systems most of the day is a function of the position. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to focus. This position requires working in an indoor, environmentally controlled environment when in the office.

Skagit Regional Health offers a comprehensive benefit package including medical, dental, vision, 457b/401a (retirement), long term disability, and paid time off to all employees holding an FTE of 20 or more hours per week. Eligible employees also receive sick time pay.