Shared Services Manager

Equitas Health does not conduct hiring through Telegram or WhatsApp and only communicates with candidates via official @equitashealth.com email addresses, requesting basic contact information only and never Social Security numbers during early hiring stages, with interviews scheduled via email and conducted through Microsoft Teams links only.

ORGANIZATION INFORMATION:.

Established in 1984, Equitas Health is a regional not-for-profit community-based healthcare system and federally qualified community health center look-alike. Its expanded mission has made it one of the nation’s largest HIV/AIDS, lesbian, gay, bisexual, transgender, and queer/questioning (LGBTQ+) healthcare organizations. With 22 offices in 12 cities, it serves more than 67,000 individuals in Ohio, Kentucky, and West Virginia each year through its diverse healthcare and social service delivery system focused around: primary and specialized medical care, retail pharmacy, dental, behavioral health, HIV/STI prevention, advocacy, and community health initiatives.

SALARY: $74,500-$89,400

BENEFITS:

• PTO
• Vision
• Dental
• Health
• 401k
• Sick time
• Paid Holidays

POSITION SUMMARY:

• • The Shared Services Manager is responsible for the operational leadership of centralized access functions, including call center operations, patient scheduling, referral coordination, prior authorizations, and mental health referral services within Shared Services.

    This role oversees daily workflows, staff performance, and compliance to ensure timely, accurate, and high-quality patient access to care. The manager leads call center agents, referral specialists, prior authorization specialists, pre-registration staff, and mental health referral staff, while driving performance against key access, customer experience, and revenue cycle metrics.

    Serving as a primary liaison between clinical teams, payers, and internal departments, this role works to reduce barriers to care, improve patient experience, and optimize operational efficiency. The position also supports enterprise-wide access and Shared Services initiatives through data-driven performance management and continuous improvement.

    ESSENTIAL JOB FUNCTIONS:
    
    

    The Patient Access & Shared Services Manager leads daily operations across call center and patient access functions, ensuring efficient handling of inbound and outbound patient communications, scheduling, referrals, and authorizations.

    This role supervises staff, manages work queues and call volumes, monitors performance metrics, and enforces service level expectations and quality standards. The manager implements training, coaching, and quality assurance programs to strengthen team performance and enhance patient experience.

    Additionally, the manager analyzes trends, adjusts staffing and workflows, and collaborates with internal teams to streamline processes, improve care coordination, and enhance access. The role ensures compliance with payer requirements and regulatory guidelines while supporting strategic initiatives led by leadership.

    MAJOR AREAS OF RESPONSIBILITIES:

    • Directly manage and supervise call center agents and verification specialists.
    • Oversee daily call center operations including inbound/outbound call management, scheduling support, and patient inquiries
    • Ensure adherence to service level agreements (SLAs), call handling standards, and quality benchmarks
    • Monitor call volumes and staffing patterns to ensure appropriate coverage
    • Establish performance expectations and key performance indicators (KPIs)
    • Conduct regular coaching, performance reviews, and real-time feedback
    • Monitor metrics such as average speed of answer, call abandonment rate, first-call resolution, and patient satisfaction scores
    • Address performance issues promptly and effectively
    • Develop and implement training programs for new hires and ongoing staff development
    • Ensure standardized scripting, workflows, and escalation protocols
    • Audit calls and improve patient experience
    • Identify workflow inefficiencies and implement process improvements
    • Collaborate with other departments to improve scheduling accuracy and patient navigation
    • Support system optimization related to call routing and scheduling tools
    • Communicate trends, barriers, and opportunities to leadership
    • Other Duties as Assigned

     

    EDUCATION/LICENSURE:

    • Bachelor’s degree or equivalent experience required
    • 3+ years of call center or patient access leadership experience
    • Strong understanding of healthcare scheduling and patient access workflows preferred
    • Proven ability to manage performance metrics and improve team outcomes

    
    Knowledge, Skills, Abilities and other Qualifications: 

  • Leadership & coaching
  • Customer service excellence
  • Data-driven decision making
  • Operational efficiency
  • Communication and collaboration
  • Experience with EPIC or other Electronic Health Record preferred.
  • Proficiency with Microsoft Office (Access, Excel, Word and Outlook).
  • Must have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence and interest in working with persons of the transgender community or non-gender conforming community.
  • Regular and predictable attendance is required.
  • Must have reliable transportation and valid driver’s license

OTHER INFORMATION:

Background and reference checks will be conducted. In accordance with Equitas Health’s Drug-Free Workplace Policy, pre-employment drug testing will be administered.  Hours may vary, including working some evenings and weekends based on workload.  Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment.  Completing the application does not guarantee employment. EOE/AA