About the position 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.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Requirements

• Bachelor's degree in Business, Health Administration, Operations Management or related field
• 3+ years in patient access, healthcare, or contact/call center experience
• 1 year of management experience
• 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

Nice-to-haves

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

Benefits

• Comprehensive health benefits that start day1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs