General Summary of Position
Responsible for leading all aspects of the MedStar Medical Group contact center, from its daily operations to its long-term strategic success. Provides strategic direction and leadership oversight of a large multi-disciplinary contact center. Responsible for the contact center's budget, technology, strategic vision, and safety. Guides, supports, and partners on all things related to enhancing patient across the enterprise.

Minimum Qualifications
Education

• Bachelor's degree in Business Administration, Healthcare, Engineering or related discipline Required
• Master's degree in Business Administration, Healthcare, Engineering or related discipline Preferred

Experience

• 5-7 years experience in healthcare services, customer service or patient care/access related work. Required and
• 10+ years experience with a contact center operational environment. Prior exposure to call center operations with supervisory and training experience required, preferably within a healthcare or appointment scheduling setting. Required and
• 10+ years progressive management experience. Required

Knowledge, Skills, and Abilities

• Excellent verbal and written communication.
• Strong computer skills with an understanding of medical office scheduling software products.
• Strong skills in using Microsoft Office desktop applications.
• Excellent understanding of customer service concepts and contact center operations.
• Ability to review data and troubleshoot problems.
• Demonstrated ability to work in a fast-paced, often high-pressure environment.
• Ability to manage people from different disciplines with varying degrees of technical experience in a physical, remote, or hybrid manner.
• Ability to work in a matrix management environment.

Primary Duties and Responsibilities


• Assists the Vice President of Contact Center Operations with development of the department's budget as well as the design and maintenance of an integrated customer access model which provides scheduling, clinical, and other ancillary services for MedStar Health's regional and system-wide service lines and related businesses and the company's distributed delivery care network model.
• Leads and develops a team of directors, managers, supervisors, and agents. This includes recruiting, training, developing, evaluating, disciplining and, if necessary, terminating associates. Resolves personnel actions such as grievances and disputes, and implements performance improvement plans, as required.
• Oversees the daily operation of the MedStar Patent Access Centers ensuring seamless integration and operation with the local clinical, administrative offices and associated physician and provider expectations and requirements. Supervises and provides operational leadership in accordance with company policies and procedures.
• Maintains communications, including reporting, for MedStar Health service line administrators and physicians to ensure efforts meet and exceed expectations.
• Prepares productivity and quality assurance reports, and other operational metrics, to track individual and team goals within the scheduling group. Productivity and quality metrics include but not limited to; service level, average handle time, average speed to answer, abandonment rates, quality call monitoring, call documentation, call volume, appointment volume, call conversion.
• Develops and maintains processes and quality assurance measures to increase patient satisfaction and access to MedStar Health.
• Monitors scheduling patterns (templates, availability, wait times) within MedStar's Patient Access Centers to make recommendations that optimize clinical operations and patient experience.
• Advocates on behalf of patients, physicians, associates, referral sources and other stakeholders to implement operations that promote an ideal experience with MedStar Health.
• Establishes, maintains, and tests a fully comprehensive business continuity / disaster recovery plan (BCP/ DR) for network and system outages from a process and communication perspective.
• Maintains expert knowledge of the contact center network, schedule software, workforce management systems, and call center operations.
• Coordinates implementation of new contact center services and service lines supporting MedStar Health.
• Periodically reviews and updates physician protocols in concert with the local offices to ensure the agents.
• Monitors scheduling patterns (templates, availability, wait times) within MedStar's Patient Access Centers to make recommendations that optimize clinical operations and patient experience.
• Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives, and patient care philosophy.




Why MedStar Health?
At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:

• Strong emphasis on teamwork—our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
• Comprehensive total rewards package—including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
• More career opportunities closer to home—as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.

About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It’s how we treat people.