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Manager One Point of Contact

Location:  Office Park (1645) 
Requisition #:  36404

JOB SUMMARY

Facilitates and manages the day-to-day operations of assigned non-clinical Contact Center services (e.g., One Point of Contact, centralized scheduling, insurance verification). Proactively supports efforts that ensure delivery of safe patient care and service and promote a safe environment at Children’s Healthcare of Atlanta.

EDUCATION
  • Bachelor's degree in Communications, Business Administration, or related field
CERTIFICATION SUMMARY
  • No professional certifications required
EXPERIENCE*
  • 3 years of experience in call center operations
  • 1 year of experience in management or supervision
  • Broad-based experience with generally known data bases, commercially available healthcare and business software packages, communications technologies, minicomputers, microcomputers, local area networks, and interfacing technology
  • Experience in a fast-paced, dynamic environment requiring organization, analytical, and time management skills
PREFERRED QUALIFICATIONS*
  • Master's degree
  • Experience in project management
KNOWLEDGE SKILLS & ABILITIES*
  • Expert knowledge of the business content or clinical content of systems
  • Excellent verbal and writing skills for executive communications, proposals, and project reporting
  • Proven ability to develop and maintain good working relationships and interact positively and productively with teams across organizational lines, including administrative and executive staff
  • Demonstrated ability to develop and manage budgets and other financial skills
  • Proven ability in solving problems and resolving conflicts with customers and employees
JOB RESPONSIBILITIES*
  1. Manages staff to ensure that all requests are responsibly handled with emphasis on consistent, superior service.
  2. Assesses processes, procedures, and wait times to ensure operations are as efficient and effective as possible.
  3. Develops quality metrics to assess the overall success of support teams with routine reporting to senior leadership.
  4. Develops and manages the budgetary and fiscal goals for department and ensures maintenance of daily statistics and monthly reports.
  5. Ensures all technology systems and support for systems is in place, collaborating with Information Systems & Technology to ensure proper maintenance.
  6. Ensures the development and maintenance of orientation manuals, skills checklists, and equipment manuals.
  7. Develops internal policies and procedures.
  8. Works with Director, Contact Center to conduct needs analyses for long-term planning, budgeting, and implementation of technology support services.
  9. Investigates and resolves problems incurred by customers, patients, and staff.
  10. Serves as liaison to the leaders of practices, programs, and departments to ensure resolution of issues and service delivery per standards.
  11. Responsible for all aspects of managing and leading a team including: interviewing, hiring, training, developing, directing work and processes, managing performance, recognizing, and rewarding employees.
  12. Mentor team members to encourage personal and professional growth.
  13. Encourage ongoing skill development by providing opportunities for continued education.
SYSTEM RESPONSIBILITIES*

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

 

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

 

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

PHYSICAL DEMANDS*
Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance
Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)
Climbing - Occasionally (activity or condition exists up to 1/3 of time)
Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.
Lifting - Occasionally (activity or condition exists up to 1/3 of time)
Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)
Sitting - Constantly (activity or condition exists 2/3 or more of time)
Standing - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Walking - Frequently (activity or condition exists from 1/3 to 2/3 of time)
WORKING CONDITIONS*
Some potential for exposure to blood and body fluids

 

About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 27 neighborhood locations and a total of 638 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 70 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been ranked on Fortune magazine’s list of “100 Best Companies to Work For” for fourteen consecutive years and named one of the “100 Best Companies” by Working Mother magazine. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow. 

Have questions about the recruitment process?  Check out What to Expect.

Address:  1645 Tullie Circle, Atlanta, GA  30329
Function:  Revenue Cycle - Patient Financial Services


Nearest Major Market: Atlanta

Job Segment: Information Systems, Patient Care, Manager, Pediatric, Project Manager, Technology, Healthcare, Management