Patient Access Manager (MCP)

Directly manages call center staff to ensure proper process, quality, and performance adherence among call center groups.

Success Criteria:

• Maintain open communication in the call center.
• Facilitate an environment that is professional, supportive to staff and partners and adheres to organization’s commitment to service and excellence.
• Effectively and efficiently manage the day to day operations to include defining priorities, workload and resources.
• Ensure call center key performance indicators are achieved as defined.

Job Responsibility:   Recruit, orient and mentor team members to ensure quality performance.

Success Criteria:

• Develop and ensure a continuing education and mentor program for staff.
• Provide effective leadership and coaching.
• Motivate and monitor staff performance through observation and review of productivity audits and reports. 

Job Responsibility:  Maintain and improve call center operations to ensure productivity, quality and high service standards.  

Success Criteria:

• Continuously monitor performance, identify problems and develop action plans for resolution.
• Prepare monthly reports for senior management.
• Serve as a liaison to department leadership and physicians regarding call center operations.
• Collaborate with Patient Access Liaison to ensure optimal schedules are in place, including seasonal patient demands that require changes in schedules and staffing model.

Job Responsibility:  Maintain relationship with patients and physician partners to facilitate open communication, understand perspectives and monitor levels of satisfaction.  Work with Practice Managers and providers to build and maintain provider schedules.

Success Criteria:

• Provide effective feedback to all levels of individuals throughout the organization.
• Foster communication and provide an outlet for questions to ensure team members remain informed, connected to departments and strategic initiatives.
• Complete capacity management reporting for senior leaders and providers on a monthly basis.
• Build provider schedules and complete quarterly template reviews.

Job Responsibility:    Perform other duties as required.

Success Criteria:

• Facilitate personal and professional growth through continued education, participation in professional committees and organizational programs and networking.
• Participate in organization webinars.
• Attend regular departmental meetings to remain current and ensure staff current about changes and new programs.