Manager Contact Center Services & Access Operations

Call Center Scheduling Manager

Manages operations and services associated with Call Center Scheduling Services (Contact Center) in accordance with organization, compliance and regulatory requirements. Assumes day-to-day accountability for effective utilization of workforce, facilities, and equipment and the delivery of quality services by direct supervision of assigned staff and interdisciplinary collaboration within a clinical call center environment. Participates in the planning, preparation, implementation and monitoring of assigned areas' operational and capital budget to ensure sound fiscal management consistent with the goals of Corewell Health. Develops relationships and acts as a liaison between internal and external interdisciplinary customers to coordinate seamless patient experience.

Essential Functions

• Manages & assumes day-to-day accountability of scheduling activities for effective utilization of workforce, facilities and equipment and the delivery of quality services by direct supervision of assigned staff and interdisciplinary collaboration. Develops interdisciplinary relationships to support improvements in care delivery, patient, staff and physician satisfaction. Responsibilities include interviewing, hiring and developing employees; appraising performance; addressing complaints and resolving problems.
• Maintains an ability to troubleshoot issues in a manner that identifies root cause and facilitate resolution through a variety of approaches/partnerships as it relates to work flow, technology and education. Encourages, develops, maintains and evaluates a work environment that empowers and supports staff participation by encouraging shared decision-making and accountability. Supports and administers all Corewell Health personnel policies and ensures that interactions support Corewell Health's core values.
• Responsible for the design and implementation of systems to collect, analyze and maintain statistical data, generate reports, forecasting and scheduling applications and methodologies as well as data analysis, and application of statistical concepts and reporting.
• Develop policies, procedures, business processes; implement technologies and best practices in support of customer service operations.
• Accountable for identifying, analyzing, and reporting of service deviations using multiple data sources to improve financial and service levels performance results. Assists director to plan, prepare, implement and monitor assigned areas' operational and capital budget to ensure sound fiscal management consistent with the goals of Corewell Health. Assists in development of programs and collaborative strategies to enhance growth for assigned area.
• Collaborates with the director to develop and maintain quality monitoring system to continuously monitor and measure the quality, safety and outcomes of services. Develops and implements unit quality indicators to evaluate unit and staff performance and correct variances. Participates in and/or facilitates interdisciplinary performance initiatives. Supports quality and safety initiatives of other departments and service lines.

Qualifications

Required:

• Bachelor's Degree or equivalent in clinical, health administration or business related field
• 3 years of relevant experience relevant experience, including supervising overall accountability for operations within call center setting, related teams and/or projects
• CRT-At least one Certification from preferred list below:
• CRT-Healthcare Financial Professional, Certified (CHFP) - HFMA Healthcare Financial Management Association 180 Days Or
• CRT-Fellow of the Healthcare Financial Management Association (FHFMA) - HFMA Healthcare Financial Management Association 180 Days Or
• CRT-Revenue Cycle Representative, Certified (CRCR) - HFMA Healthcare Financial Management Association 180 Days Or
• CRT-Inpatient Coding Auditor, Certified (CICA) - HFMA Healthcare Financial Management Association 180 Days Or
• CRT-Specialist Accounting & Finance, Certified (CSAF) - HFMA Healthcare Financial Management Association 180 Days Or
• CRT-Specialist Business Intelligence, Certified (CSBI) - HFMA Healthcare Financial Management Association 180 Days Or
• CRT-Specialist Managed Care, Certified (CSMC) - HFMA Healthcare Financial Management Association 180 Days Or
• CRT-Specialist Physician Practice Management, Certified (CSPPM) - HFMA Healthcare Financial Management Association 180 Days

Preferred:

• Master's degree
• Demonstrated EPIC and Tableau experience
• Demonstrated experience in building/writing business cases for approval

Physical Demands:

• Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
• Waist to Waist > 5 lbs: Seldom up to 10 lbs
• Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
• Waist to Overhead > 5 lbs: Seldom up to 10 lbs
• Bilateral Carry > 5 lbs: Seldom up to 10 lbs
• Unilateral Carry > 5 lbs: Seldom up to 10 lbs
• Pushing Force > 5 lbs: Seldom up to 10 lbs
• Pulling Force > 5 lbs: Seldom up to 10 lbs
• Sitting: Frequently
• Standing: Occasionally
• Walking: Occasionally
• Forward Bend - Standing: Seldom
• Forward Bend - Sitting: Occasionally
• Trunk Rotation - Standing: Seldom
• Trunk Rotation - Sitting: Occasionally
• Reach - Above Shoulder: Seldom
• Reach - at Shoulder or Below: Seldom
• Handling: Occasionally
• Forceful Grip > 5 lbs: Seldom
• Forceful Pinch > 2 lbs: Seldom
• Finger/Hand Dexterity: Frequently