Manager Patient Access/Service Call Center - BIDMC Orthopedics

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives. Coordinates and manages day-to-day activities related to the operation of the Patient Service Call Center with a commitment to providing the highest quality of service to patients, providers, and others. Maintains and oversees dissemination of information about the department and its scheduling/reception/registration functions. Ensures patient access to care through schedule management and maintenance. Achieves and maintains the highest quality of service and systems for scheduling and referral management. Responsibilities include staff management, systems design, development and implementation, development and analyses of productivity metrics. Additionally, this leadership position emphasizes strategic oversight, team development, and continuous improvement across administrative and call center functions. It requires a strong foundation in healthcare or call center environments, with the ability to lead change, analyze performance data, and guide staff through coaching and education. The role partners closely with clinical and operational leaders to drive efficiency, standardize workflows, and support organizational goals. The position follows a consistent daytime schedule of Monday-Thursday 8:00 AM-4:30 PM and Friday 7:30 AM-4:00 PM.

Job Description:

Primary Responsibilities:

Works collaboratively with the Administrative Director, medical leadership and practice management teams on schedule and call center systems development, assessment and maintenance. Provides feedback regarding improvements and changes to systematize recommendations. (essential) Ensures that staff are providing the highest quality of customer service and standards. (essential) Coordinates support staff involved in administrative duties, with emphasis on sensitivity to patients. Develops and implements procedures to ensure efficient processing of work. Motivates and coaches staff actively and in real time through effective and hands-on leadership. Reviews patient recorded calls for quality assurance and training purposes. (essential) Collects, analyzes, and reports patient access data, including provider availability for patient care, schedule structures, on-call schedule development and tracking, vacation and leave development and tracking, to ensure that the schedules are structures to ensure availability of access to care. Prepares special non-recurring reports by combining confidential data from several sources. (essential) Works in conjunction with the Practice Managers in the clinic on maintaining the flow of the department and meeting goals, gathering, tracking and reporting information. Serves as a resource for financial reports. (essential) Acts as a resource within the call center on hospital policies and procedures. Responds to and advises on a variety of inquires applying knowledge of established operations. Collaborate with other departments on strategic planning and implementation of Ambulatory Call Centers. (essential) Develops, implements and maintains policies and procedures to achieve Medical Center and departmental goals and objectives. Collaborates with other Ambulatory departments and Department of Medicine on strategic planning and implementation of Ambulatory Call Centers. (essential) Interacts with patients/customers in a courteous and sensitive manner. Resolves issues and responds to inquiries by working with providers, fiscal staff, managers, and administrative staff from the MD offices, as appropriate. (essential) Provides feedback regarding improvements and changes to systematize recommendations. (essential) Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews.

Direct Reports:

More than 7

Indirect Reports:

1-5 Assists in planning, monitoring and/or managing budget in functional area of department.

Required Qualifications:

High School diploma or GED required. Bachelor's degree preferred. 5-8 years related work experience required and 1-3 years supervisory/management experience required Demonstrates a strong desire for process improvement and leadership development. Ability to respond quickly and purposefully to routine and unusual situations. Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.

Competencies:

Decision Making:

Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.

Problem Solving:

Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.

Independence of Action:

Ability to set goals and priorities for functional area. May make recommendations for department policies, practices and programs. Manager or Director provides broad guidance and overall direction.

Written Communications:

Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.

Oral Communications:

Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.

Knowledge:

Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

Team Work:

Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.

Customer Service:

Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Social/Environmental Requirements:

Work requires close attention to task for work to be accurately completed. Intermittent breaks during the work day do not compromise the work. Work requires constant response to changing circumstances and using new information to adjust approach and to quickly respond to new needs. No substantial exposure to adverse environmental conditions

Health Care Status:

HCW 3: Regular provision of service in a patient care area.

Examples:

Unit coordinators, lead coordinator/supervisor, patient liaison, nutrition services, environmental services, registrars, information desks, security, etc- Health Care Worker Status may vary by department

Sensory Requirements:

Close work (paperwork, visual examination), Color vision/perception, Visual monotony, Visual clarity > 20 feet, Visual clarity