Formativ Health

  • Director, Patient Access Services Operations

    Job ID
    2018-23883
    Employment Type
    full-time
  • Overview

    As a key member of Formativ Health’s Patient Access Services Operations team, the Director, Patient Access Services (PAS) Operations will support optimal functioning of our Jacksonville contact center systems and processes as we work to improve patient clinical outcomes and financial journeys, and empower physicians to focus on delivering the best care possible. The Director, Patient Access Services Operations will manage, lead, and inspire Contact Center staff, and will work alongside Operations leadership and across functional areas to maximize call efficiency, optimize patient experience, and enhance Formativ’s physician customer partnerships.

    Responsibilities

    • Serve as a culture carrier for Formativ; build and maintain a customer and patient-centric culture characterized by transparency, continuous improvement and the highest levels of integrity
    • Own, track and manage key contact center quality metrics against benchmarks and standards
    • Identify, resolve, document and escalate issues as needed
    • Lead, motivate, inspire and retain direct reports and teammates; conduct performance counseling and coaching as needed
    • Partner with Physician Practice Management and Implementations teams in onboarding additional customers nationally
    • Support call center strategic and financial objectives and annual budgeting process
    • Partner with recruiting, human resources and Training teams on key human capital decisions including candidate sourcing and selection, staffing ratios, orientation and training of new contact center teammates, training and disciplinary action, appraising and reviewing job contributions, and planning and reviewing compensation changes and promotions
    • Work alongside Quality and Technology teams to collect, analyze, summarize and report-out on performance data as needed; leverage data to recommend actions steps and improvement opportunities
    • Ensure compliance with regulatory and industry standards and guidelines
    • Attend industry events, review professional publications, etc. to track evolving trends in call center operations and management
    • Constantly explore new ways to improve Formativ’s PAS operation and customer success

    Qualifications

    • Bachelor’s Degree in Health Management & Administration or related field
    • 5+ years’ experience managing teams in a contact center operations or similar role
    • Detailed understanding of call center metrics and how to drive them
    • Working knowledge of customer experience design and analytics
    • Excellent oral and written communication and presentation skills
    • Strong organizational skills
    • Exceptional attention to detail and metrics orientation
    • Ability to operate in a lean, high-growth environment
    • Strong mission orientation

    Preferred Skills

    • Healthcare experience is a plus 

    About Formativ Health

    At Formativ Health we believe in empowering physicians to focus on patient care. Through our partnership, hospitals and health systems are able to improve efficiency, increase revenue, and better focus on the health and satisfaction of the patients they treat.

     

    Formativ is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class.

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