UHealth Connect at Medley has an exciting opportunity for a Assistant Vice President, Call Center Operations. Incumbent is responsible for the strategic and business planning, execution and performance of all Contact Center operations. Core duties include management of staff and development of processes to ensure the continuous improvement and excellence in the delivery and quality of services for existing and new service lines. Performance metrics include Contact Center employee morale, driving business and financial goals/results in line with UHealth’s strategic pillars and long-term strategic plans, omni channel contact efficiency including average speed of answer, abandonment rate, staff utilization, adherence and occupancy metrics and excellent patient experience (call quality). The Assistant Vice President, Call Center Operations executes the vision for the operation and is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Tactical emphasis is on the operational and delivery of all pre-visit activities of scheduling and registration, insurance verification and authorization as well as EPIC Template Build functions (Master Scheduling) and clinical capacity planning, patient information and directory services, physician outreach, and provider after-hours paging for the University of Miami UHealth System.
The AVP’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving contact performance, cost containment/alignment with departmental budget, efficient use of resources, adaptation of new/proven technologies to increase productivity, and achievement of metrics resulting in increased financial performance for the Health System. The leader in this role actively contributes to the overall company operational targets and daily business decisions. A commitment to excellence is demonstrated through ongoing staff development and the creation of programs enhancing employee engagement, retention, service, knowledge, skills, and morale. Performs other duties as assigned.
The minimum requirements are: Undergraduate business or health care related degree required. Graduate business or healthcare administration degree preferred. Consideration will be given to an appropriate combination of education, training, and experience.RN preferred. Leadership/Management experience. Five (5) years of relevant work experience. Computer literate with proficiency in Microsoft Office applications. Able to work in a diverse team environment and lead managers, supervisors, and staff. Graceful under pressure and stressful situations. Experience with healthcare scheduling, registration, and insurance verification and in depth knowledge of healthcare insurance contracts and requirements for timely reimbursement. Experience and familiarity with healthcare business systems, with Epic enterprise revenue cycle systems preferred. Familiarity with contact center Work Force Management queuing and staffing methodologies as well as omni channel environment. Excellent organizational and multi-departmental coordination skills, include effective delegation and oversight of operational functions which are critical to the health of the revenue cycle. Experience deploying technology and managing E-mail, Outbound and Case Management channels. Requires excellent written and oral communication and interpersonal skills to work effectively with physicians, co-workers, other professionals and departments, and patients of all ages. Must possess the ability to present data/reports in a clear, concise and easy-to-understand manner. Bilingual preferred (English/Spanish). Any appropriate combination of relevant education, experience and/or certification may be considered.
UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the groundbreaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and subspecialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.
Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.
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