Contact Center Manager - Stony Brook CPMP Ambulatory

Location: Commack, NY

Schedule: Full time

Days/Hours: Monday - Friday; 8:30 AM - 5 PM

Summary: Under the direction of the Director of Ambulatory Operations the Contact Center Manager will oversee and manage the Ambulatory Contact Center Referral Department to create a positive patient experience. This position is responsible for creating and implementing policies and procedures, setting goals, and identifying key performance drivers. This individual will have the ability to gather data and analyze metrics to identify trends, create reports, and refine processes—all for the purpose of improving patient experience.

• Partner with stakeholders to develop, identify and implement process improvements to optimize contact center efficiency and performance.
• Collaborate effectively with cross functional teams.
• Identify and implement best practices to support consistent patient experience.
• Assist in building a team of successful patient contact center representatives by providing coaching, training, education on industry and service line standard protocols, developing key performance metrics that support the strategic and clinical priorities of Stony Brook Medicine.

• Manage and improve contact center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Monitor the productivity to effectively meet patient service goals.
• Develop and evaluate contact center performance reports.
• Works across various specialties and fosters a culture of candor, trust, and respect to cultivate strong working relationships and engagement.
• Manage referral team who will be the direct point of contact for all patient referrals.
• Develop and implement satisfactory solutions for dissatisfied patients.

• Handle both inbound and outbound patient calls.
• Monitor referrals and ensuring they are being prioritized by urgency of care.
• Coordinate initial referrals; make initial appointments and follow up appointments for patients.
• Outreach to patients regarding their care; collect and verify patient insurance and schedule appointments, follow up with referrals to ascertain attendance and obtain completed report.
• Maintain an accurate record of referral patients’ appointments.
• Other duties as assigned.

• Associate’s degree in relevant field; in lieu of degree, 2 additional years of experience in a call center/patient referral position.
• 3 years’ experience in call center/patient referral management.
• Supervisory experience.

• Bachelor’s degree in relevant field.
• Prior experience with call center implementation or restructuring of call center workflows.
• Exposure to industry best practices for call center optimization.