As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
The Patient Services Center Director has oversight of the Patient Service Center and remote employees and is responsible for successful delivery of patient services in a call center and BPO environment. The Director is the primary point of contact for hospital leadership from the hospitals supported by the center and will report directly to the Sr. Director, Patient Services. The Director will lead critical programs/projects that are strategically aligned to business strategy and objectives. The Director is also responsible for implementing operating systems, policies and procedures, including development and improvement in order to achieve overall metrics of the center. The Director will be responsible for the operation including performance management, goal setting, company procedure and policy, and overall company and customer performance to provide successful results.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.
Direct overall operations, determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives while effectively manage resources to ensure the departmentï¿½s targets are met
Assess productivity and workflow using various measurements in order to achieve targeted productivity goals. Analyze and interpret financial data to meet monthly, quarterly, and yearly budget targets/goals
Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners. Use a balanced scorecard to manage siteï¿½s performance
Fosters a service-oriented environment that facilitates teamwork with client to support highest quality patient care, meet client needs and customer satisfaction
Ensure that proper ongoing training, development and support of personnel takes place and ensures their knowledge of the company policies and procedures
Maintain databases of current policies, procedures and practices to ensure accurate information provide to leadership and front-end operations
Implement leadership training and performance goals to direct report Managers and/or Supervisors in order to improve managerial skills and professional growth.
If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Direct Reports: Manager, PSC; Supervisor, PSC; Analyst, QA; Rep, PSC I - LEAD
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A strong understanding of call center and BPO operations and call center solutions
Excellent interpersonal and communication skills to encourage teamwork, professionalism, and respect
Creativity to develop and implements changes that will improve efficiency, outcomes, and overall performance
Must possess a hands-on approach to management
Must be a highly motivated, self-starter with strong communication skills and ability to work effectively with minimum supervision
A strong track record of effective team and customer relationship management, demonstrated ability to lead and motivate teams
Possess a very high degree of technical proficiency, excellent problem solving skills, and analytical ability
Flexibility and versatility and is tolerant of a changing work environment
Ability to master multiple priorities and projects, excellent influencing skills
Must be able to communicate and problem-solve effectively in stressful and/or fast paced environment
Advanced skills with Word, Excel, SharePoint, and PowerPoint
Ability to work in a production driven environment
Familiarity with working with dual computer monitors (may be required to use dual monitors)
Must have working knowledge of Windows based computer environment
Ability to multitask in multiple systems simultaneously
Extensive multitasking ability
EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience preferred to perform the job.
Required: High school education or GED
Preferred: Bachelorï¿½s Degree in Business or Healthcare
Preferred: 5+ yearsï¿½ experience in direct employee management
Preferred: 5+ years management experience in call center experience, preferably in hospital operations, health insurance, or health related field
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in sitting position, use computer and answer telephone
Ability to travel
Includes ability to walk through hospital-based departments across broad campus settings, including Emergency Department environments
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Office Work Environment
Hospital Work Environment
Approximately 25% travel may be required
Job: Patient Access
Primary Location: Lebanon, New Hampshire
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Internal Number: 2005034696
About Conifer Health Solutions
Tenet Healthcare Corporation is a diversified healthcare services company with 115,000 employees united around a common mission: to help people live happier, healthier lives. Through its subsidiaries, partnerships and joint ventures, including United Surgical Partners International, the Company operates general acute care and specialty hospitals, ambulatory surgery centers, urgent care centers and other outpatient facilities. Tenet's Conifer Health Solutions subsidiary provides technology-enabled performance improvement and health management solutions to hospitals, health systems, integrated delivery networks, physician groups, self-insured organizations and health plans.