Manager, Pre-Service

The Manager, Pre Service manages and leads the daily operations of the Pre Service department by directing pre service leads and representatives to confirm pre service meets best practice standards related to service, overall operations, and call center performance. This includes, but is not limited to, partnering with operational key stakeholders to ensure pre service staff adhere to standards, removing barriers to ensure patients have easy access across the healthcare system, supporting new integrations across patient access for future growth and centralization of authorization needs.

Key Accountabilities:

• Ensure employees understand how they relate to the strategic direction of the system, holding staff meetings and huddles on a regular basis to communicate operational issues and process improvements to staff. Other duties as assigned.
• Organize programs for pre service staff to update their job knowledge and enhance their skill-set through effective coaching and mentoring. Participate in educational workshops to stay up-to-date on developments in the industry.
• Ensure the Pre Service department adheres to defined standards and that barriers are removed to ensure patients have ease of access across the healthcare system. Communicate with NMG and non-employed physician practice managers and providers to identify needs/expectations and make appropriate adjustments to meet or exceed those needs. Prepare reports for various key stakeholders, analyze data and statistics to obtain results useful in making critical business decisions.
• Lead and direct front line staff to confirm pre service staff meet best practice standards related to service, overall operations, and call center performance. Drives standardization efforts in accordance with organization's mission. Develop and execute objectives for the department's day-to-day activities, conduct effective resource planning to maximize the productivity of resources, collect and analyze call-center statistics, service levels and customer service metrics for accurate reporting, evaluate performance with key metrics and oversee the hiring, orienting and training of pre service staff to ensure a capable and engaged workforce that maintains customer service standards. Develop and implement pre service policies and procedures necessary for pre service operations. Handle tough or complex customer issues to come up with solutions effective in addressing customer complaints.

Required:

• 3 years in healthcare or call center setting
• Bachelor Degree

Desired:

• Three years management in patient access