Manager, Patient Access Contact Center

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Job Summary:

The Manager of Patient Access Contact Centers is responsible for the day-to-day operations and performance of Emory Healthcare patient access contact center teams.

This role ensures efficient workflows, high-quality patient interactions, and alignment with organizational goals.

The manager supports staff development, monitors key performance indicators, and collaborates with internal departments to enhance the patient experience.

Primary duties and responsibilities:

Team Leadership & Development: Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture Operational Oversight

Manage daily operations to ensure timely and accurate patient access services; implement standardized procedures and best practices to improve efficiency; monitor call volumes, staffing levels, and service levels to meet performance targets

Performance and Quality Management: Track and analyze key performance indicators (KPIs) such as call wait times, abandonment rates, and patient satisfaction; monitor trends and identify areas of improvement with corrective actions implemented as needed

Technology and Process Improvement: Support the adoption and optimization of contact center technologies; collaborate with Digital and other departments to troubleshoot and enhance system performance; recommend process improvements to streamline workflows and enhance the patient experience

Communication & Collaboration: Serve as a liaison between the contact center and clinical/administrative departments; facilitate regular team meetings and cross-functional updates; communicate changes in policies, procedures, or systems effectively to staff Travel: Less than 10% of the time may be required.

Work Type: Hybrid employee - splits time between working remotely and working in the office.

Minimum Required Qualifications:

Education - Bachelor's degree in Business, Health Administration, Operations Management or related field Experience - 3+ years in patient access, healthcare, or contact/call center experience and 1 year of management experience Knowledge, skills, and abilities (required)

Strong leadership and team-building skills Excellent communication and interpersonal abilities Proficiency in contact center systems and reporting tools Analytical mindset with a focus on continuous improvement Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications Education

Master's Degree in Business, Health Administration, Operations Management or related field Experience - 5+ years in patient access, healthcare, or contact/call center experience and 3 years of management experience

PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, and environmental conditions may vary depending on assigned work area and work tasks.

Job Summary:

The Manager of Patient Access Contact Centers is responsible for the day-to-day operations and performance of Emory Healthcare patient access contact center teams.

This role ensures efficient workflows, high-quality patient interactions, and alignment with organizational goals.

The manager supports staff development, monitors key performance indicators, and collaborates with internal departments to enhance the patient experience.

Primary duties and responsibilities:

Team Leadership & Development: Supervise and support contact center supervisors and frontline staff; conduct regular performance reviews and provide coaching and feedback; promote a positive, inclusive, and high-performing team culture Operational Oversight

Manage daily operations to ensure timely and accurate patient access services; implement standardized procedures and best practices to improve efficiency; monitor call volumes, staffing levels, and service levels to meet performance targets

Performance and Quality Management: Track and analyze key performance indicators (KPIs) such as call wait times, abandonment rates, and patient satisfaction; monitor trends and identify areas of improvement with corrective actions implemented as needed

Technology and Process Improvement: Support the adoption and optimization of contact center technologies; collaborate with Digital and other departments to troubleshoot and enhance system performance; recommend process improvements to streamline workflows and enhance the patient experience

Communication & Collaboration: Serve as a liaison between the contact center and clinical/administrative departments; facilitate regular team meetings and cross-functional updates; communicate changes in policies, procedures, or systems effectively to staff Travel: Less than 10% of the time may be required.

Work Type: Hybrid employee - splits time between working remotely and working in the office.

Minimum Required Qualifications:

Education - Bachelor's degree in Business, Health Administration, Operations Management or related field Experience - 3+ years in patient access, healthcare, or contact/call center experience and 1 year of management experience Knowledge, skills, and abilities (required)

Strong leadership and team-building skills Excellent communication and interpersonal abilities Proficiency in contact center systems and reporting tools Analytical mindset with a focus on continuous improvement Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications Education

Master's Degree in Business, Health Administration, Operations Management or related field Experience - 5+ years in patient access, healthcare, or contact/call center experience and 3 years of management experience

PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, and environmental conditions may vary depending on assigned work area and work tasks.