Senior Manager, PCC Operations

Pediatric Associates was founded in Hollywood, FL in 1955. The same clinician-led, evidence-based, medical home passion is a unifying driver for those who join Pediatric Associates Family of Companies. The Pediatric Associates Family of Companies is a growing team of Pediatricians and Pediatric Care Teammates who are excited to be part of the first nationwide Pediatric Primary Care Medical Home. We further our uniqueness by ensuring the clinician voice is leading our medical home innovations.

PRIMARY FUNCTION

The Senior Manager, PCC Operations is responsible for planning, implementing, directing, and managing all activities of the Patient Contact Center including, but not limited to training and development, call center operations, and program and protocol development, in support of the mission, core values, goals and objectives of Pediatric Associates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all the duties that may be assigned.

Demonstrates professional management and leadership in the contact center with direct supervision of a professional team that includes multiple managers, supervisors, and all phone agents.

Continues to expand and develop the training team so that all phone agents will report centrally to the Patient Contact Center, aligning all phone agents within Pediatric Associates to have equivalent performance measures related to quality of calls, departmental goals, and expectations.

Develops operating synergies and operating systems of care that drive reduction of operating costs.by integrating technology to enhance the patient experience.

Focuses on value-based care and education for all phone agents regarding identification and scheduling telemedicine visits, ensuring that the total cost of care is considered when requesting referrals, prescriptions refills, and therapy services.

Continuous evaluation, addition, and refinement of the triage protocols to encourage appropriate access of care at the time of need.

Stays up to date on computer technology advancements, software upgrades, security requirements and changes in laws regarding patient privacy and protection of health information.

Reviews budgets monthly and/or quarterly and recommends targeted revisions based on call volume, staffing, and performance.

Ensures continual compliance with all state DOH, public health laws, HIPAA, corporate compliance, rules, and regulations.

Hires, trains, disciplines, and directs staff. Evaluates performance and ensures appraisals are completed on a timely basis.

Develops protocols to achieve coordination of patient care; supervision of a professional team that includes front office and clinical agents.

Maintains communication between Human Resources, departmental heads and staff regarding matters such as administrative issues/problems, corrective actions and performing employee evaluations.

Resolves, documents, and reports any conflicts/disputes or incidents/accidents involving staff.

Confers with management and conducts surveys to identify training needs based on projected production processes, changes, and other factors.

Responsible for developing competency checklists for continual evaluation and training for phone staff.

Develops departmental quarterly team building exercises to enhance the work environment.

Review daily, weekly, and monthly performance metrics with the management team to ensure departmental goals are met.

SUPERVISORY RESPONSIBILITIES

Provides Leadership and works in partnership with nurses, providers, healthcare team, and senior management to develop a quality service that supports professional and quality patient care. Individual is accountable for the effective delivery of competent, compassionate, and efficient patient care in the Patient Contact Center.

QUALIFICATIONS

EDUCATION:

• Bachelor's degree in business administration or related field required.
• 10 years of related experience can be commensurate with education.

EXPERIENCE:

• A minimum of 10 years of experience leading a high-performing team of Agents, Supervisors, and Managers.

KNOWLEDGE, SKILLS, AND ABILITIES

• Must have strong verbal, written, and interpersonal communication skills.
• Must have exceptional listening and analytical skills. Demonstrates the ability to work well in a team environment.
• Maintains effective working relationships with employees and patients.
• Demonstrates the ability to lead, develop and mentor staff.
• Knowledge of clinical phone performance requirements to evaluate standards and implement new policies.
• Must have superior management skills.
• Ability to plan, prioritize, organize, and direct the work of others.
• Skilled in developing and maintaining departmental policies.
• Skilled in identifying problems and researching and recommending resolutions.
• Exercises a high degree of initiative, judgement, discretion, and decision-making skills.

TYPICAL WORKING CONDITIONS

• Non-patient facing
• May rotate working in the office and remote/telework.

• Working in a professional office environment.
• The position involves high & frequent call volumes.
• Environment requires ability to multi-task, communicate clearly & concise, data entry for extended period of times.
• Will require sitting for long periods of time.

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Sense of touch

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information, including but not limited to ePHI and PHI (Protected Health Information), in accordance with organizational policy, Federal, State, and local regulations.

The Pediatric Associates Family of Companies an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.