Manager, FT (Remote) - (Epic Cadence Exp Required- Local NJ/NY or PA- Applicants Only) Req #: 0000204786
Category: Clerical / Administrative Support
Status: Full-Time
Shift: Day
Facility: Barnabas Health Medical Group
Department: Patient Access Services
Pay Range: $115,000.00 - $170,000.00 per year
Location: Remote, Remote, NJ .

Job Title:Manager

Location:Remote

Department Name:Patient Access Services

Req #:0000204786

Status:Salaried

Shift:Day

Pay Range: $115,000.00 - $170,000.00, Annual

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The Compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience,

Job Overview:

This position will be responsible for the daily operations of the functions provided by the centralized contact center such as; incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi-service scheduling, registration, insurance verification of eligibility, estimating and collecting of financial liabilities, physician-to-physician connections, online physician referral inquiries, and other non-patient services such as marketing inquiries, class/event registration, as well as general switchboard type transfer services. Manages and supports core operational elements including productivity, customer experience, employee engagement, and quality management. Manages departmental performance standards through positive and engaging coaching and development to exceed goals and adhere to established business processes and policies. Facilitates the onboarding, orientation, and education of departmental staff. Works closely with leadership from physician practice, hospital, school of medicine, and marketing to ensure best possible customer experience and operational efficiency. Provides exemplary leadership support to department supervisors and is committed to and models the mission and values of the department and organization.

Qualifications:

Required:

High School Diploma RequiredMinimum 3 years of experience in a contact center management capacity, preferably in healthcare. Knowledge of telephony contact center systems and healthcare scheduling workflows within Epic EMR preferred.Exceptional customer service skills are required.Experience with Epic Cadence or are cadence certified.Experience implementing large technical and operational projects.Experience overseeing multiple workstreams.Experience designing decision trees and templates

Preferred:

Medical terminology and computer skills preferred.College Degree Preferred

Scheduling Requirements:

Shift working, 8:00 5:00 each day. (flexibility required)Days FT

Other Duties:

Conducts all managerial duties and responsibilities in accordance with RWJBH policies and procedures. Enforces moral and professional standards in harmony with the department and enterprise mission, vision, and values.Maintains and demonstrates extensive knowledge of all scheduling and registration protocols and system processes for both hospital and physician practice groups and ensures staff are trained adequately for multiple specialty scheduling across the enterprise.Supervises and assists in directing the day-to day activities, functions, and all related processes of the contact center within the expected performance criteria. Provides guidance and supervision on coaching and counseling of staff, performance plans, and other employee disciplinary processes.Accountable for productivity and efficiency. Monitors and analyzes direct report and team level productivity, compliance, quality, and workload using all available reporting and recording resources.Provides support to contact center staff regularly and proactively, understands that effective support of staff is key to the department s success. Functions from a service and compassion orientated perspective modeling the highest level of service for staff. Ensures customer interactions and inter-personal communications are friendly, empathetic, and focused on service. Serves as the primary resource for complaint escalations and ensures matters are resolved promptly. Escalates questions/ issues in a timely manner by seeking assistance from identified clinical or administrative resources to ensure the highest patient/ physician satisfaction.Determines staff qualifications and competencies. Develops and maintains accurate initial and annual competency checklists and ensures completion of initial and annual evaluations timely.Organizes and conducts routine one on one interactions with direct reports. Collaborates with direct reports and other management to ensure their staff also have productive meeting agendas during team and one on one interactions. Actively monitors agent calls to proactively identify potential learning opportunities. Monitors staff progress and communicates successes and opportunities to management appropriately. Performs scheduler functions when needed.In coordination with training teams, ensures all protocols and references are accurate and complete.Works closely and professionally with clinical and administrative leadership to maintain a teamwork approach; works with other RWJBH departments as necessary to provide a seamless patient experience.Ensures compliance with all regulatory requirements as identified by Joint Commission, CMS, etc. Mandated Federal, State, and County regulatory requirements.

RWJBarnabas Health is an Equal Opportunity Employer