Overview:
Be inspired. Be rewarded. Belong. At Emory Healthcare.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
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Comprehensive health benefits that start day 1
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Student Loan Repayment Assistance & Reimbursement Programs
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Family-focused benefits
- Wellness incentives
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Ongoing mentorship, development, leadership programs and... more!
Description:
Job Summary The Manager, Patient Flow Support Services, Command Center is responsible for the day-to-day operations, performance, and staff oversight of the Emory Healthcare Command Center patient flow support team. This position ensures efficient workflows, high-quality interdepartmental interactions, and alignment with organizational goals related to patient throughput and operational coordination. The Manager supports staff development, monitors key performance indicators, identifies opportunities for process improvement, and partners with clinical, administrative, and digital teams to enhance the overall patient flow experience. Primary Duties and Responsibilities Team Leadership and Staff Development Supervises and supports contact center supervisors and frontline staff within the Patient Flow Support Services team. Provides ongoing coaching, feedback, and performance management to support staff development and operational effectiveness. Conducts performance reviews and supports goal setting, accountability, and professional growth. Promotes a positive, inclusive, collaborative, and high-performing team culture. Supports staffing plans, schedules, and daily team assignments to maintain appropriate operational coverage. Operational Oversight Manages daily operations to ensure timely, accurate, and effective patient flow support functions. Oversees workflows related to patient throughput coordination, registration support, scheduling support, and command center operations. Implements standardized procedures, workflows, and best practices to improve efficiency and service delivery. Monitors call volumes, staffing levels, service levels, and operational trends to support departmental performance targets. Ensures team activities align with departmental priorities, patient access goals, and organizational expectations. Performance and Quality Management Tracks, analyzes, and reports on key performance indicators, including call wait times, abandonment rates, service levels, workflow accuracy, and data quality. Identifies performance trends, operational gaps, and opportunities for improvement. Implements corrective action plans and workflow adjustments as needed. Supports quality assurance processes to ensure consistent, accurate, and customer-focused service delivery. Uses data and performance reporting to inform staffing, workflow, and process recommendations. Technology and Process Improvement Supports adoption, optimization, and effective use of command center technologies, contact center platforms, reporting tools, and related systems. Partners with Digital and other internal departments to troubleshoot system issues and improve technology performance. Recommends process improvements to streamline workflows, reduce delays, and enhance the patient throughput experience. Participates in system enhancements, workflow redesign, and operational improvement initiatives. Supports change management efforts related to new systems, procedures, and departmental processes. Communication and Collaboration Serves as a liaison between the Command Center Patient Flow Support team and clinical, administrative, operational, and digital departments. Facilitates regular team meetings, huddles, and cross-functional updates. Communicates changes in policies, procedures, workflows, and systems clearly and effectively to staff. Builds and maintains collaborative relationships with internal stakeholders to support patient flow operations. Escalates operational concerns, barriers, and service issues to leadership as appropriate. Additional Duties Performs related responsibilities as required. Travel No travel required. Work Type On-site. Work Schedule Primarily day shift. Position may include on-call responsibilities based on departmental needs. Patient Contact Indirect patient contact. This position is responsible for services, information, workflows, or operational support that may be involved in the patient's course of treatment or service. Minimum Required Qualifications Education Bachelor's degree in Business Administration, Health Administration, or a related field required. Experience Four years of related experience required, including at least one year of supervisory, team lead, or management-related experience. Licensure No licensure required. Certification No certification required. Preferred Qualifications Master's degree in Business Administration, Health Administration, or a related field. Five years of related healthcare operations, patient flow, contact center, command center, access, scheduling, registration, or throughput experience. Three years of supervisory or management experience. Experience working in a healthcare command center, patient access, transfer center, contact center, or centralized operations environment. Experience supporting process improvement, performance management, or operational workflow redesign initiatives. Knowledge, Skills, and Abilities Required Knowledge, Skills, and Abilities Strong leadership, coaching, and team-building skills. Excellent communication, interpersonal, and relationship-management skills. Ability to supervise staff, manage performance, and support team accountability. Knowledge of healthcare operations, patient flow support, access operations, scheduling, registration, or related operational workflows. Proficiency with contact center systems, reporting tools, and operational performance dashboards. Ability to monitor performance metrics and use data to identify trends, gaps, and improvement opportunities. Ability to manage multiple priorities in a fast-paced environment. Ability to collaborate effectively with clinical, administrative, operational, and digital stakeholders. Ability to communicate workflow, policy, system, and procedural changes clearly to staff. Strong problem-solving skills with the ability to troubleshoot operational issues and recommend practical solutions. Preferred Knowledge, Skills, and Abilities Analytical mindset with a focus on continuous improvement. Knowledge of command center technologies and patient throughput systems. Familiarity with healthcare contact center metrics, including call volume, wait times, abandonment rates, service levels, and quality indicators. Ability to support change management, technology adoption, and workflow standardization. Experience using data to support staffing, process improvement, and operational decision-making. PHYSICAL REQUIREMENTS - Medium Max 25 lbs: Up to 25 lbs., 0-33% of the workday, occasionally; 11-25 lbs., 34-66% of the workday, frequently; 1-10 lbs., 67-100% of the workday, constantly. Lifting 25 lbs. maximum. Carrying of objects up to 25 lbs. Occasional to frequent standing and walking, occasional sitting, and close eye work, including computer use, typing, reading, and writing. Physical demands may vary depending on assigned work area and work tasks. Environmental Factors Work is performed in a healthcare access, scheduling, registration, call center, or command center environment. The role requires frequent use of computers, phones, electronic health record systems, scheduling platforms, and other communication tools. The position may involve working in a high-volume, fast-paced setting with changing priorities, multiple communication channels, and time-sensitive patient access needs.
