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Manager, Patient Access Contact Center - M-F 8-5pm, Hybrid

Emory Healthcare/Emory University

Atlanta, GA

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JOB DETAILS
SALARY
SKILLS
Analysis Skills, Best Practices, Blood-Borne Pathogens, Call Center Management, Call Centers, Call Monitoring, Call Volume, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Cross-Functional, Environmental Work, Genetics, Healthcare, Healthcare Administration, Identify Issues, Infectious Diseases, Interpersonal Skills, LaTeX Typesetting, Leadership, Legal, Lift/Move 25 Pounds, Material Moving, Medical Waste, Multitasking, Operations, Operations Management, Patient Care, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Physical Demands, Procedure Implementation, Process Improvement, Quality Management, Staff Development, Team Lead/Manager, Time Management, Trend Analysis, Typing, Willing to Travel
LOCATION
Atlanta, GA
POSTED
7 days ago


Overview



Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide: + Comprehensive health benefits that start day1 + Student Loan Repayment Assistance & Reimbursement Programs + Family-focused benefits + Wellness incentives + Ongoing mentorship, _development,_ and leadership programs + And more

Work Location:

Atlanta, GA

Description



Overview:

The Manager of Patient Access Contact Centers is responsible for the day-to-day operations and performance of Emory Healthcare patient access contact center teams. This role ensures efficient workflows, high-quality patient interactions, and alignment with organizational goals. The manager supports staff development, monitors key performance indicators, and collaborates with internal departments to enhance the patient experience.

Primary duties and responsibilities:

+ Team Leadership & Development: Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture + Operational Oversight: Manage daily operations to ensure timely and accurate patient access services; implement standardized procedures and best practices to improve efficiency; monitor call volumes, staffing levels, and service levels to meet performance targets + Performance and Quality Management: Track and analyze key performance indicators (KPIs) such as call wait times, abandonment rates, and patient satisfaction; monitor trends and identify areas of improvement with corrective actions implemented as needed + Technology and Process Improvement: Support the adoption and optimization of contact center technologies; collaborate with Digital and other departments to troubleshoot and enhance system performance; recommend process improvements to streamline workflows and enhance the patient experience + Communication & Collaboration: Serve as a liaison between the contact center and clinical/administrative departments; facilitate regular team meetings and cross-functional updates; communicate changes in policies, procedures, or systems effectively to staff

Travel: Less than 10% of the time may be required.



Work Type: Hybrid employee - splits time between working remotely and working in the office.



Minimum Required Qualifications:

+ Education - Bachelor's degree in Business, Health Administration, Operations Management or related field Experience + 3+ years in patient access, healthcare, or contact/call center experience and 1 year of management experience

Knowledge, skills, and abilities (required):

+ Strong leadership and team-building skills Excellent communication and interpersonal abilities Proficiency in contact center systems and reporting tools + Analytical mindset with a focus on continuous improvement + Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications:

+ Education - Master's Degree in Business, Health Administration, Operations Management or related field Experience + 5+ years in patient access, healthcare, or contact/call center experience and 3 years of management experiencePHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, and environmental conditions may vary depending on assigned work area and work tasks.

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Division

_Emory Healthcare Inc._

Campus Location

_Atlanta, GA, 30345_

Campus Location

_US-GA-Atlanta_

Department

_EHI Contact Center_

Job Type

_Regular Full-Time_

Job Number

_164964_

Job Category

_Business Operations_

Schedule

_8a-5p_

Standard Hours

_40 Hours_

Hourly Minimum

_USD $43.34/Hr._

Hourly Midpoint

_USD $52.81/Hr._ Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.

About the Company

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Emory Healthcare/Emory University