Sr Manager, Connection Center

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the direction of the Executive Director, Experience Center, the Connection Center's Senior Manager is responsible for overseeing the functions and performance of the assigned service lines with cross functional responsibilities across the Yale New Haven Health System (YNHHS) aligned clinician enterprise. The Senior Manager will ensure strategic plans and performance metrics are implemented, targets are met, and operations optimized. The role will interface with high-level management and regional leaders with the objective of conveying call center performance. The Senior Manager will regularly exercise discretionary and substantial decision-making authority with potential impact to the organization. This role will ensure strategies are planned, implemented, monitored, and adjusted appropriately. To ensure alignment, the Senior Manager collaborates with other YNHHS teams to effectively communicate priorities, objectives, goals, and strategies to align with business objectives.

EEO/AA/Disability/Veteran

• 1. Manages and directs decision making, reviews, analysis recommendations, process improvement, and policy implementation over key performance indicators.
• 2. Leads and manages a team of call center operations and quality professionals to ensure key performance metrics are translated into forecast data and analytics into short-, mid- and long-term operational strategies.
• 3. Conducts strategic analysis of patient access, cost management, and connects business plan objectives with quality service results.
• 4. Oversees and manages the outreach initiative of the contact center, including ambulatory referral management, orders, MyChart patient in-baskets, and appointment request forms from the online portal.
• 5. Provides financial analysis and strategic planning. Manages budgetary controls in partnership with various levels of management.
• 6. Develops and maintains operational and quality models by call center operators to maximize efficiency while maintaining cost and service. This role is responsible for the management of strategic operational optimization functions. This includes setting the strategy direction for the planning of action plans and driving improvements in performance.
• 7. Responsible for developing new opportunities for enhancement utilizing cross-functional data and industry standards. Leads multi-disciplinary work groups on projects associated with data and reporting to identify key areas of efficiency opportunities. Serves as a technical lead in information systems, data analysis, and other analytic needs related to operational and access reporting and analysis. Assures the accuracy and accountability of reported information.
• 8. Champions the development of a culture consistent with the vision and core values of YNHHS. Drives dynamic management systems performance and strategic future enhancements. Serves as the primary liaison in call center reporting management with all stakeholders.
• 9. Develops new opportunities for patient experience enhancement using industry standards, trending data sets or databases, as well as working with other departments to identify areas of opportunity. Streamlines continuing projects for routine, accurate production, as required. Adequately documents work processes as required for use by other key stakeholders.
• 10. Manages monthly costs and work plan, including project description, timeframes, valuations, future planning requirements, timelines and staffing. Monitor and analyze performance of cost lines and produce reports to inform strategy.
• 11. Develops senior management level reports and presentations on operational and quality performance. Responsible for the preparation of all reporting analyses required both interim and annual review and acts as the primary liaison for all reporting issues with the external auditors.
• 12. Manages numerous service lines simultaneously while providing oversight to the development of and execution of work plans designed to achieve departmental goals.
• 13. Plans, coordinates, and prepares for quarterly reviews with service lines.
• 14. Participates in financial analysis and planning including monitoring and reporting on monthly budget variances and opportunities to improve performance.
• 15. Advances the strategic financial plan and makes recommendations to senior management on how to best execute the department's plan.
• 16. Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with policies and procedures. Ensures employees are trained in controls within the function and on policy and procedures.
• 17. Promotes the Corporate philosophy of positive customer relations. Provides direction in the area of staff development by hiring and training staff to assume leadership positions by developing, maintaining, and modifying work standards.
• 18. Communicates regularly and effectively with management and staff regarding the status of new initiatives and keeps management and staff updated and trained on compliance issues.
• 19. Performs other duties as required.

EDUCATION

Bachelors degree in Business, Communication, or related field required. Additional years of experience above the minimum requirements may substitute for educational requirements.

EXPERIENCE

Minimum five (5) years of relevant experience supervising or managing a service-focused team required. Minimum of five (5) years required working within a physician's office/medical practice, hospital, health system, or healthcare environment and familiarity with a call center and knowledge of an Electronic Medical Records (EMR) system preferred, EPIC, Telecom, and call center operations. YNHHS employees may substitute five (5) years of internal experience in a clinical/office setting.

SPECIAL SKILLS

Demonstrated proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint). Ability to comply with the Health Insurance Portability and Accountability Act (HIPAA) while discreetly handling confidential and sensitive patient information. Ability to work effectively, efficiently, independently with limited supervision and direction, and within a team. Advanced knowledge of medical terminology and understanding of different payor types (Medicare, Medicaid, PPO, HMO, etc.). Excellent listening, organizational, multi-tasking, interpersonal, and time management skills with a strong attention to detail. Demonstrated leadership, critical thinking, decision-making, problem-solving, and influencing skills. Demonstrates professional, accurate, effective, and tactful written, verbal, and nonverbal communication with patients, providers, colleagues, and other departments/areas within the YNHHS aligned clinician enterprise. Accepts and manages unexpected situations and changes calmly and with confidence; adapts in a positive and productive manner. Demonstrated commitment to service excellence. Possesses strong analytical abilities and reasoning necessary to oversee and organize the work of others, identify, and solve problems, set priorities, and develop solutions. Guides team members and groups towards desired outcomes, setting high-performance standards and delivering leading quality services. Strong collaboration and relationship-building skills. Familiarity with complex or multi-line phone systems. A demonstrated ability to plan, coordinate, and direct the work of others. Dedication to treating both internal and external constituents as clients and customers maintaining a flexible customer service approach and orientation that emphasizes service satisfaction and quality.

PHYSICAL DEMAND

Work is performed in a remote or office-based environment and requires the ability to operate standard office equipment. Required to travel periodically to clinical practice locations.