Description
General Summary of Position
MedStar Health is committed to providing world-class, compassionate care and customer service to every customer, every patient, at every touch point. All associates are accountable for their role in meeting patient experience standards. Responsible for the daily operations and management of the group providing appointment scheduling and other patient access services for MedStar Health's system-wide patient access centers. Develops and maintains processes and quality assurance measures to increase patient satisfaction and access to MedStar Health. Maintains communication, including reporting, for MedStar Health service line administrators and physicians to ensure efforts meet expectations. Advocates on behalf of patients, physicians, associates, referral sources and other stakeholders to implement operations that promote an ideal experience within MedStar Health. Maintains expert level knowledge of the contact center network, scheduling software, work-force management systems, and call center operations. Prepares productivity and quality assurance reports, and other operational metrics to track individual and team goals within the orthopedic scheduling group. Coordinates implementation of new contact center services and service lines supporting MedStar Health. Leads and develops a team of managers, supervisors, and agents responsible for the direct and indirect appointment customer and patient scheduling function via inbound or outbound calls, texts, chats, or other forms of communication for various service lines across the MedStar Health system.
Primary Duties and Responsibilities
Minimum Qualifications
Education
- Bachelor's degree in business, healthcare, required or
- related field required and
- Clinical background preferred
Experience
- Experience in healthcare services, customer service or patient care/access related work. Prior exposure to call center operations with supervisory and training experience required, preferably within a healthcare or appointment scheduling setting. required
Knowledge, Skills, and Abilities
- Excellent verbal and written communication.
- Strong computer skills with an understanding of medical office scheduling software products.
- Strong skills in using Microsoft Office desktop applications.
- Excellent understanding of customer service concepts and contact center operations.
- Ability to review data and troubleshoot problems.
- Demonstrated ability to work in a fast-paced, often high-pressure environment.
- Ability to manage people from different disciplines with varying degrees of technical experience in a physical, remote, or hybrid manner.
- Ability to work in a matrix management environment.
Why MedStar Health?
At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:
- Strong emphasis on teamwork - our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
- Strategic focus on equity, inclusion, & diversity - we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
- Comprehensive total rewards package - including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
- More career opportunities closer to home - as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.
About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It's how we treat people.
MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.
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