Senior Manager - Patient Access Operations Call Centers
Company: Change Healthcare
Location: East Orange
Posted on: February 17, 2021
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Job Description:
Transforming the future of healthcare isn?t something we take
lightly. It takes teams of the best and the brightest, working
together to make an impact.As one of the largest healthcare
technology companies in the U.S., we are a catalyst to accelerate
the journey toward improved lives and healthier communities.Here at
Change Healthcare, we?re using our influence to drive positive
changes across the industry, and we want motivated and passionate
people like you to help us continue to bring new and innovative
ideas to life.If you?re ready to embrace your passion and do what
you love with a company that?s committed to supporting your future,
then you belong at Change Healthcare.Pursue purpose. Champion
innovation. Earn trust. Be agile. Include all. Empower Your Future.
Make a Difference.Senior Manager, Patient Access Operations Call
CentersOverview of PositionThe Senior Manager, Patient Access
Operations will provide leadership to the day-to-day and strategic
operations of multiple accounts consisting of teams of contact
center agents, team leaders, and supervisors. As a Senior Manager,
you will be responsible for the overall management of various
healthcare programs, which includes all processes and services
within the division. This includes regular monitoring of site
performance through available standards and metrics ensuring that
the company?s goals and objectives are achieved.What will be my
duties and responsibilities in this job?* Serves customers by
planning and implementing call center strategies and operations;
improving systems and processes; managing staff* Determines call
center operational strategies by conducting needs assessments,
performance reviews, capacity planning, and cost/benefit analyses*
Meets call center financial objectives by estimating requirements;
preparing an annual budget; scheduling expenditures; analyzing
variances; initiating corrective actions* Develop and maintain
effective organization of responsibility, including efficient
recruiting, training, coaching, recognition, workflow patterns,
performance standards, delineation of duties and responsibilities,
staffing levels and supervision* Direct involvement in recruitment,
selection, onboarding and ongoing skills development for all direct
reports, ensuring Change Healthcare attracts and retains the best
talent* Overall responsibility for Supervisors and in some case?s
team leads who are responsible for managing the day-to-day
operations of a team of agents handling patients questions and
issues* Conduct client weekly, monthly and quarterly performance
reviewsWhat are the requirements needed for this position?* 5+
years previous experience in managing large complex contact
centers* Must have experience in coaching, mentoring and fostering
a positive work environment* Must have proven experience dealing
with conflict management* Ability to acquire and maintain an
in-depth knowledge of company operations, systems, contract
guidelines and other required policies and procedures* Demonstrated
ability to manage multiple priorities in a fast-paced
environmentWhat other skills/experience would be helpful to have?*
Bachelor?s Degree preferred but will also consider someone with 7+
years of relevant contact center management experience* Ability to
handle confidential information in a professional manner* Ability
to make sound business judgments* Excellent interpersonal skills
and ability to work with and manage a variety of people* Excellent
communication skills both written and verbal* Excellent public
speaking and presentation skillsHow much should I expect to
travel?Post COVID, minimal travel as needed may be required.
Employees in roles that require travel will need to be able to
qualify for a company credit card or be able to use their own
personal credit card for travel expenses and submit for
reimbursement.Join our team today where we are creating a better
coordinated, increasingly collaborative, and more efficient
healthcare system! Equal Opportunity/Affirmative Action Statement
Change Healthcare is an equal opportunity employer. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, age, sex, sexual orientation, gender
identity, genetic information, national origin, disability, or
veteran status. To read more about employment discrimination
protections under federal law, read EEO is the Law at
https://www.eeoc.gov/employers/eeo-law-poster and the supplemental
information at
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.If
you need a reasonable accommodation to assist with your application
for employment, please contact us by sending an email to
applyaccommodations@changehealthcare.com--with "Applicant
requesting reasonable accommodation" as the subject. Resumes or CVs
submitted to this email box will not be accepted.Click here
https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf--to
view our pay transparency nondiscrimination policy.Change
Healthcare maintains a drug free workplace and conducts
pre-employment drug-testing, where applicable, in accordance with
federal, state and local laws.
Keywords: Change Healthcare, East Orange , Senior Manager - Patient Access Operations Call Centers, Executive , East Orange, New Jersey
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