About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients’ homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

At VillageMD, we are committed to helping patients achieve greater health by delivering the most effective, accessible, and efficient healthcare in the world through partnership with primary care physicians. We’re in a unique position to impact everyone in primary care from independent, family-owned practices to world-class health systems.

The Patient Services Manager will be responsible for directly managing all operational aspects of the Shared Services Call Center. This role will have direction oversight of Patient Services Supervisors. Total staff rolling up to this role will be up to 200+ FTEs. 

How you can make a difference

• Provides leadership, direction, and administration of operations to ensure accomplishment of Call Center and organizational objectives
• Directs, supervises, coordinates specific functions and activities of the Call Center, including systems, policies and procedures, human resources, support services, etc. required
• Facilitates the employment, development, and management of employees
• Reviews operational problems/policies and recommends solutions and change to Director
• Develops relationships with our organizational partners and help to create operational hand-offs between departments
• Partners with medical and administrative staff to ensure compliance standards and regulations are upheld
• Collaborates with peers in the preparation and implementation of projects, policies, operating practices, and budget.
• Represents Call Center in meeting settings as a Subject Matter Expert on market/SSCC protocols
• Serve as primary contact for Managers, Directors and Providers as it relates to Call Center Operations
• Collaborates with Clinic Leadership to ensure effective patient expectations and communication
• Manages onboarding process for new employees
• Update, maintain and communicate Call Center statistical reporting
• Identifies areas of improvement for staff performance
• Proactively identify process improvements to continue to deliver high quality service at the most practical of staffing levels
• Timely execute Performance Evaluations for all Call Center staff at their 90-day, mid-year, and end of year timeframes
• Demonstrated successes in identifying production waste and managing Call Center Metrics
• A minimum of 10 years of experience leading in a Call Center environment
• Experience in managing a call center of 50 100 or more representatives
• Monitor staff productivity and quality on a daily, weekly, and monthly basis
• Experience in managing both inbound and outbound contact centers
• Expertise in using Call Center CRM and Workforce Management technology
• Reports to Director any provider/clinic specific trends
• Responds promptly to provider, clinic leadership, and other internal partners
• Attend daily senior leadership meetings and report of operations
• Facilitate cross functional meetings with clinic partners for designated markets
• Provide additional leadership coverage support to Site Locations as needed
• Be available “on call” for Call Center emergencies Monday -Sunday
• Support and maintain information security measures as appropriate to the position, including maintaining the highest standards of confidentiality to protect patient/provider privacy and company’s proprietary information
• Performs other related duties which may be inclusive, but not listed in the position job description

Skills for success

• Ability to collaborate across enterprise to operationalize and solution
• Excellent written and verbal communications skills
• Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
• Able to work constructively under stress and pressure and perform tasks efficiently
• Ability to adapt to an ever-changing environment
• Ability to embrace workload flexibility to meet the fluctuating demands of the client
• Knowledge and understanding of Company Financial reports
• Knowledge of contract and agreements
• Knowledge of performance evaluation procedures
• Knowledge of budgeting cost estimating, and fiscal management principles and procedures
• Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness

Experience to drive change

• Undergraduate degree or bachelor’s degree or equivalent experience
• 3+ years of healthcare administration experience required, including one year of supervisory experience. Knowledge of health care administration, clinic philosophy and policies and operating procedures
• 5 Years’ experience as Call Center Manager in (preferably in healthcare environment) running multi-site call centers
• Knowledge of human resource management practices including supervision and staff development
• Knowledge of governmental regulations with the ability to monitor compliance standards
• Intermediate or Advance Excel Skills
• Ability to analyze and interpret complex data
• Ability to research and prepare comprehensive reports
• Supervisory experience within a healthcare setting
• Advance Customer Service Experience
• Skill in exercising initiative, judgment, problem solving, decision making
• Vendor Management
• Ability to create Standard Operating procedures and tool/reporting to measure they are followed
• Knowledge of Scorecard and Performance management with successful results
• Skill in organizing work to achieve Call Center goals and objectives

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.

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