Dir, Patient Access Primary Care and IMS

Description

The Director of Patient Access Contact Centers provides strategic and operational leadership over Emory Healthcares patient access contact centers. This role is responsible for optimizing performance fostering a culture of continuous improvement ensuring high-quality patient service and driving efficiency through standardization and technology. The Director collaborates with internal stakeholders to align the contact center strategy with broader organizational goals and ensures key performance metrics are consistently met. The position also focuses on team development technology implementation and operational excellence.

Strong leadership and team development abilities. Excellent communication and interpersonal skills. Proven ability to manage change and drive process improvements. Proficiency in contact center technologies and reporting tools. Analytical mindset with ability to interpret performance data. High degree of emotional intelligence accountability and collaboration.

RESPONSIBILITIES:

Team Management:

• Lead recruitment retention and professional development of contact center staff.
• Provide coaching mentorship and team-building initiatives to foster employee engagement and high performance.

Communication:

• Ensure timely clear and consistent communication within the department and with cross-functional stakeholders.
• Serve as the primary liaison between the contact center and operational partners.

Operations:

• Develop and standardize processes to enhance operational efficiency and improve patient experience.
• Utilize data analysis trend monitoring and direct observation to drive continuous improvement.

Performance Management:

• Establish monitor and meet or exceed key contact center performance metrics (e.g. call response time resolution rate patient satisfaction). Technology:
• Lead the implementation and optimization of patient access technologies to enhance workflow and efficiency.
• Ensure that tools and systems support effective communication reporting and patient engagement.

Travel:

• Less than 10% of the time may be required.

Work Type:

• Hybrid employee - splits time between working remotely and working in the office.

MINIMUM QUALIFICATIONS:

• Bachelors degree in business Healthcare Administration or a related field. Experience:
• Minimum of 4 years of relevant experience or 8 years in lieu of a degree in a healthcare setting or related field.
• Preferred Qualifications: Education: Masters degree in business Healthcare Administration or a related field. Experience: 7 years of experience with at least 5 years in a management position within a healthcare environment.

Additional Details

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.