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Manager - Specialty Call Center


At Lancaster General Health, our culture is what sets us apart and creates a lasting impression of our health system in the community and in the hearts of our patients and their families. A role with us is more than just a job, we ask that you Live Your Legacy at LGH by finding your passion in your everyday role, committing to those you serve, and reaching for your personal best.

We are recognized as 1 of only 9 hospitals in the entire country with awards in Medicare.Gov, LEAPFROG and Healthgrades Americas 50 Best Hospitals. We have attained four-year Magnet ® recognition status for the fourth time with the American Nurses’ Credentialing Center (ANCC) and we are the 2018 recipient of the Foster G. McGaw Prize in recognition of the commitment to community service.

PENN MEDICINE LANCASTER GENERAL HEALTH offers a comprehensive benefits package:

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program so that our employees can stay actively engaged and committed to living their legacy every day. Together, we will continue to make medical advances that help people live longer, healthier lives.

Join us and be part of a team that empowers you to do more than your job and encourages you to:

Live Your Passion. Live Your Best. Live Your Commitment. Live Your Legacy.

Company

Lancaster General Hospital

Cost Center

2022 Sched/Insurance Validation

Supervisory Organization

Patient Financial Services- Management

Grade

G16

Benefits of Joining Penn Medicine Lancaster General Health:

PENN MEDICINE LANCASTER GENERAL HEALTH combines a Nationally Ranked Hospital with great schools, safe neighborhoods, affordable housing, local community events and festivals as well as a wealth of cultural and recreational activities. The scenic Susquehanna River Valley provides opportunities for fishing, skiing, kayaking, hiking and mountain biking in addition to easy access to NJ shoreline or Delaware beaches. Urban life is easily accessible, with New York, Baltimore, Philadelphia and Washington D.C. a train ride away. Local universities, Fulton Theatre, the downtown shopping and dining district and local sports teams make Lancaster a great place to Live, Work and Play.

Summary

This position is located in Lancaster, Pa

HOURS: Full Time- Day Shift- 8:00am - 4:30pm- Occasional weekends as needed

At Lancaster General Health, our culture is what sets us apart and creates a lasting impression of our health system in the community and in the hearts of our patients and their families. A role with us is more than just a job, we ask that you Live Your Legacy at LGH by finding your passion in your everyday role, committing to those you serve, and reaching for your personal best.

PENN MEDICINE LANCASTER GENERAL HEALTH, a member of the University of Pennsylvania Health System (Penn Medicine), is a not-for-profit health system with a comprehensive network of care encompassing Lancaster General Hospital (LGH), Women & Babies Hospital and the Lancaster Rehabilitation Hospital (a partnership with Kindred Healthcare). We are an Accredited Trauma Center-Level II through the Pennsylvania Trauma Systems Foundation with 786 Licensed beds.  Our membership in Penn Medicine brings together the strengths of a world-renowned, not-for-profit academic medical center and a nationally recognized, not-for-profit community healthcare system.
 

We are recognized as 1 of only 9 hospitals in the entire country with awards in Medicare.Gov, LEAPFROG and Healthgrades Americas 50 Best Hospitals. We have attained four year Magnet ® recognition status for the fourth time with the American Nurses’ Credentialing Center (ANCC) and we are the 2018 recipient of the Foster G. McGaw Prize in recognition of the commitment to community service.

Join us and be part of a team that empowers you to do more than your job and encourages you to:

Live Your Passion. Live Your Best. Live Your Commitment. Live Your Legacy.

POSITION SUMMARY: The Manager will lead multiple contact centers including the Marketing Contact Center and Patient Access Center.  The Manager is responsible for developing, implementing, and managing the people, processes, technology, and strategy for the centers. The manager will be an integral leader implementing the vision of consolidating similar contact centers throughout the organization as described in the organization’s strategic plan.

Day-to-day management of the Contact Center will include supervision of supervisors, staff, data reporting, vendor relationship management, internal relationship management and technology maintenance. These responsibilities will help to ensure the center meets or exceeds established service level goals, productivity is maximized, and callers receive the best service. The Manager will create and foster a positive, team-oriented, customer-centered, and quality driven professional work environment where staff can work and achieve their personal and group goals. Advocates continuous quality improvement, quality control, and adherence to regulatory protocols for all functions delivered in the centers.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Manages day-to-day contact center operations including setting goals and monitoring customer service levels and expectations, recognizing areas of improvement and development, and managing change.
  • Ensures all contact center staff are properly trained in providing premier customer service, in addition to LG Health’s vision and mission, and are knowledgeable about the services we offer.  Supports Supervisor in reviewing the performance of staff (based on monitored calls), identifies staff training needs, and plans training sessions.  Maintains awareness of employees performing below quality standards and provides extra coaching and mentoring when needed.
  • Organizes and maintains number of staff required to match demand.  Investigates service issues, handles escalated calls, and assists with call volumes as needed.
  •  Communicates and records outcome measurements related to patient access to ensure alignment with clinical, information, strategic, and marketing objectives.  Ensures global registration compliance. 
  • Develops, produces, analyzes, and presents ongoing and ad-hoc contact center reports to senior staff and key stakeholders.  Identifies key service opportunity areas, process improvements, and operational inefficiencies, clearly articulates changes needed, and drives required improvements and changes to completion.
  •  Monitors areas of oversight for staff productivity against volumes.
  • Builds and maintains effective relationships with key internal departments to provide global oversight, direction, and implementation of technology, policies, and procedures that effectively allows representatives to handle contacts from patients, physicians, and consumers.
  • Implements and manages the transition of applicable contact center activity and responsibility from other internal and outsourced centers to this contact center. Develops new ideas for future enhancements.
  • Maintains Revenue Cycle oversight for Access and Denial Management initiatives. Works closely with the Managers in PFS to ensure compliance with Federal and State regulations involving third party payers’ requirements.
  • In collaboration with LG Business Development Team, Business Operation Leaders, and other key stakeholders, assists in the development of a long range strategic vision of contact centers, Participates in establishing, reviewing, and updating policies and procedures for all areas. Reviews and approves procedures and disseminates information to applicable departments. Ensures that Hospital and departmental policies are interpreted uniformly and consistently applied.
  •  Develops budget allocations, and reviews, evaluates and reports on expenditures for cost centers.   Monitors reports and ensures compliance to fiscal budget.
  • Contributes to and/or leads projects requiring high levels of internal customer interaction, coordination, strategizing, and follow up.  Determines measures of success.  Develops implementation plans with timelines and accountabilities.
  • Communicates business strategies and results to empower and motivate Contact Center staff.
  • Ensures Contact Center initiatives meet regional and industry standards for best hospital practices.
  • Other duties as assigned.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

  •  Bachelor's Degree in related field.
  • Five (5) year’s progressive management experience in healthcare or related field.
  •   Strong interpersonal to include verbal and written communications skills are essential.

PREFERRED QUALIFICATIONS:

  • Ten (10) to fifteen (15) years’ progressive management experience in a clinical and/or healthcare financial setting.

Disclaimer

PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

 

Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

BURLE Full Time Posted on 10/29/2020