Associate Vice President, Patient Contact Center
Buckhorn Office Building
Full Time (1.0 FTE)
The AVP, Patient Contact Center is responsible for effective operations of a large scale, multi-site, customer contact center to ensure organizational patient access objectives are achieved. Provides centralized leadership supporting patient and community provider access-related needs thru multiple contact channels including call, web, text and other evolving communications. Has direct accountability to ensure scheduling for assigned physician practices and ancillary services occurs timely and accurately. Works closely with clinic operations to remove access barriers, simplify scheduling processes and ensure timely access to care. Leads and directs strategies to improve contact center and other operations to continuously improve level of service to both internal and external customers. Directs, manages and implements telephonic and digital access programs to insure efficient Contact Center operations and to provide “best in class " customer service.
Responsibilities include designing strategies, plans and implementation to ensure performance benchmarks are achieved, formulating new programs, identifying areas of opportunity for improvement, benchmarking against industry best practice models, reducing duplication of effort while increasing access and scheduling efficiency.
This position reports to the VP, Clinical Access Management and is accountable for management of approximately 350 staff and related operating budgets.
COMPETENCIES AND SKILLS:
Highly motivated self-starter who can motivate others and serve as a change agent to achieve continuous improvement.
Demonstrates strong presentation skills with the ability to effectively communicate to many different audiences.
Familiarity with computerized applications including telephony, workforce management and digital call center is essential. Experience with Epic’s Cadence and CRM applications preferred.
EDUCATION AND/OR EXPERIENCE:
Bachelor’s degree required. Master’s degree or RN/clinical license preferred.
Requires minimum five years of call center leadership ideally in a large healthcare system.
Requires minimum of seven years management experience in an operational setting overseeing staff, service delivery and budgets.
Requires strong understanding of patient access, scheduling and related downstream billing and reimbursement implications.
Epic experience strongly preferred.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in an office environment. Some travel is required across the Geisinger footprint (20% or less).
OUR PURPOSE & VALUES:
Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
GEISINGER MEDICAL CENTER:
(GMC), located Danville, Pa., the largest tertiary/quaternary care teaching hospital in the region, is licensed for 475 beds, including 89 pediatric beds in the Janet Weis Children’s Hospital. GMC, a Magnet Hospital, maintains the region’s only Level 1 Regional Resource Trauma Center with additional qualifications in pediatrics. GMC offers an array of highly specialized medical and surgical services, including neurosciences, cardiovascular services, transplantation, women’s health (in the Women’s Pavilion), oncology and orthopaedics. The Hospital for Advanced Medicine serves as an integrated center for the most critical patients. Outpatient services are available on and off campus.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
- Domestic partner benefits not applicable at Geisinger Holy Spirit.