Job Posting for Patient Services Manager at Ardent Health Services
Essential Functions:
Successfully manages a team of 15-30 Patient Services Representatives
Reports and delivers quantitative results for the Call Center
Manages day-to-day Call Center operations to increase patient satisfaction and reduce abandonment rate.
Responsible for observing each representative’s job performance regularly and provides immediate feedback to each representative regarding his/her work to help the employee become more knowledgeable and proficient, making use of all available systems, tools, training and reference materials.
Manager’s activity is conducted on the floor with the team. Attends and participates in all appropriate meetings, assists representatives when needed, and follows departmental policies and procedures to motivate employees and recognize outstanding performance. Also responsible for initiating the disciplinary process leading up to and including termination where such action is warranted.
Develops recognition programs to recognize and reward outstanding performance and performance improvement, and administers these programs in conjunction with practice-wide recognition programs.
Develops training programs for patient care representatives.
Manages staffing, scheduling and forecasting of teams as well as monitors/manages attendance and tardiness. Provides disciplinary and performance improvement plans when necessary.
Must meet and maintain minimum contact quality goals on a monthly basis as established by MPV New Jersey MD Services leadership. Contact quality is measured by metric review, remote observation and/or through customer satisfaction surveys.
Meet minimum service level standards on a daily, weekly and monthly basis as established by MPV New Jersey MD Services. Service level is measured by the contact center's ACD telephone system, and tracks the number of calls answered within a determined minimum period of time.
As needed, manages outbound sales campaigns performed by Call Center Representatives to prospects and customers (such as welcome programs, cross-sell and upsell programs, and product inquiry follow-up programs), and is expected to meets sales and conversion goals set for each campaign.
Completes 3 full call observations per representative per week, measured monthly for each representative on their team.
Minimum Education
Associates or Bachelor’s degree preferred. High School degree (or equivalent) required
Higher education may be substituted for experience
Minimum Work Experience
3-5 years of patient or customer service experience with strong medical practice management knowledge.
Prior supervisory experience required.
Required Licenses/Certifications
N/A
Required Skills, Knowledge, and Abilities
Strong organizational skills, customer service and interpersonal skills.
Strong analytical and technical skills.
Proficient in the use of computer and business software.
Excellent verbal and written communications skills.
Able to handle personal and confidential information.
Enjoys working with people including problem solving and follow-through.
Salary.com Estimation for Patient Services Manager in Westwood, NJ
$158,524 to $217,229
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