Houston, Texas

Work Shift: DAY

Work Week: M - F

Job Summary

The Call Center Manager provides proactive leadership in a fast-paced, high-visibility call center environment.  The position requires the ability to strategically coordinate between internal and external stakeholders, leaders and call center staff. The position includes engagement in planning, development, budget, and other administrative activities and requires effective interpersonal and oral/written communication skills. This individual plans, develops and maintains systems and processes and is a liaison between department and outside communities. The individual serves as a coach and mentor for other positions in the department and designs, implements and measures internally developed learning solutions. The manager is focused on driving patient outreach and coordination of care for all patients with the goal of achieving optimal outcomes and promote wellness, decreasing preventable ED visits and readmissions while improving overall  patient satisfaction.

o Provide personalized care and service by consistently demonstrating our I CARE values:
- INTEGRITY: We are honest and ethical in all we say and do.
- COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
- ACCOUNTABILITY: We hold ourselves accountable for all our actions.
- RESPECT: We treat every individual as a person of worth, dignity, and value.
- EXCELLENCE: We strive to be the best at what we do and a model for others to emulate. 
o Focuses on patient/customer safety
o Delivers personalized service using HM Service Standards
o Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
o Intentionally rounds with patients/customers to ensure their needs are being met
o Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job


PEOPLE - 20 %
1. Provides leadership to achieve a satisfied and competent employee work environment. Directs, delegates and oversees work efforts as appropriate to ensure the highest quality and best possible delivery of service.  Hires, coaches, develops, reviews, disciplines and terminates staff as necessary.  Develops subordinate leaders to perform these same functions. (EF)

2. Ensures that department consistently achieves desired outcomes, including high degree of patient and physician satisfaction. Implements change, demonstrating the ability to motivate employees and follow through (EF)

3. Conducts regular staff meetings to review policies and procedures and operational issues. Align process and procedures by engaging various department (e.g. managed Care office, SPG/PCG Administration, CBO, Clinical management, Telecom/IT, etc.). (EF)

1. Has primary responsibility for the call center operations in terms of appropriate staffing levels, productivity, schedules, and assignments. Optimizes operations and various work flows to ensure quality of care provided to patients. (EF)

2. Participate in leadership meetings and committees of the Physician Organization or as needed. Leads efforts to create an environment of personalized service and engages the patients, staff, leadership, and physicians.

3. Utilize metrics to optimize overall performance.  This includes, but is not limited to; staffing, agent performance, call volume, error rate, appointment scheduled, and other outcomes as required by executive leadership.  Explain to required parties if necessary. (EF)

1. Establishes and enforces benchmarks consistent with MGMA industry standards and monitors effectiveness.  Ensures appropriate staffing levels and skill sets relative to benchmarks and performance goals. (EF)

2. Monitors key operational indicators including financial and quality metrics. Assesses current performance, and develops action plans to achieve optimal performance.  (EF)

3. Implements training, monitoring and operations that assures high levels of compliance with ethical and legal business practices. Ensures practice compliance with all state and federal regulatory agencies, including the accrediting agencies.

FINANCE - 20 %
1. Assists in the development of department budget and ensures that the call center operates in a cost-effective manner within budget. (EF)

2. Responsible for coordinating the front-end billing operations of the practice. Interfaces with the Centralized Billing Office (CBO) to ensure that appropriate procedures are adhered to and that accurate information is being collected and submitted.

1. Actively works with departmental staff and Physicians to ensure EPIC optimization in addition to developing strategies to ensure patient satisfaction consistently meets or exceeds organizational goals. (EF)
2. Seeks out service line growth opportunities, develops business plan and implements upon approval. (EF)

This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

 Other. Please specify edu. level below. 
 Bachelor Degree  __________________________________  
 Master Degree  preferred ____________________________________ 


Minimum of 5 years of experience in a healthcare professional/administrative capacity with 2 years of the experience in a supervisory role required.  Any Houston Methodist Project Manager experience is valued at one year of supervisory experience.  Call center management experience preferred.


o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations.
o Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security.
o Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles.
o Skilled at managing multiple projects with conflicting priorities.
o Extremely well-organized and detail oriented.
o Demonstrated critical thinking skills, with a proven ability to analyze situations and identify solutions.
o Experienced in strategic planning.
o Ability to organize under pressure
o Ability to operate effectively in a continually changing and rapid growth environment.


Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of  race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

VEVRAA Federal Contractor – priority referral Protected Veterans requested.

Company Profile

Houston Methodist Specialty Physician Group - As one of the nation’s leading hospitals and academic medical centers Houston Methodist has brought together some of the nation’s leading experts in multiple specialties to serve our patients.  As part of Houston Methodist Specialty Physician Group (HMSPG), these specialists not only provide excellent clinical care, but are on the forefront of research, developing leading-edge technologies and treatments, and teaching the medical pioneers of tomorrow.  This combination of clinical service, research and academics ensures patients have access to the latest in treatments and technologies while providing the best in comprehensive patient care.  Established as a non-profit corporation and certified by the Texas State Board of Medical Examiners, HMSPG enables physicians to maintain autonomy with respect to their clinical practice while growing their practice within an academic environment.

Houston, Texas

At Houston Methodist, Leading Medicine is more than a description of what we do; it's who we are. We take our responsibility as Houston's premier health care system seriously, and with a national reputation for excellence in patient care, innovation and research, we hold ourselves and the careers we build to a higher standard. Our culture is diverse, dynamic and challenging. We believe in our I Care Values and conduct ourselves with Integrity, Compassion, Accountability, Respect for others and a commitment to Excellence. Discover the difference for yourself and join Houston Methodist.

You can click on the video links below to learn more!

·  About Houston Methodisthttps://www.youtube.com/watch?v=ClN3mmKT0EI

·  Nursing at Houston Methodisthttps://www.youtube.com/watch?v=EUfmVeansTo

·  Houston - Best City to Live Inhttps://www.youtube.com/watch?v=MzLQzGBjHJw

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