Job Summary
Manages operations and services associated with Call Center Scheduling Services (Contact Center) in accordance with organization, compliance and regulatory requirements. Assumes day-to-day accountability for effective utilization of workforce, facilities, and equipment and the delivery of quality services by direct supervision of assigned staff and interdisciplinary collaboration within a clinical call center environment. Participates in the planning, preparation, implementation and monitoring of assigned areas' operational and capital budget to ensure sound fiscal management consistent with the goals of Corewell Health. Develops relationships and acts as a liaison between internal and external interdisciplinary customers to coordinate seamless patient experience.
Essential Functions
Manages & assumes day-to-day accountability of scheduling activities for effective utilization of workforce, facilities and equipment and the delivery of quality services by direct supervision of assigned staff and interdisciplinary collaboration. Develops interdisciplinary relationships to support improvements in care delivery, patient, staff and physician satisfaction. Responsibilities include interviewing, hiring and developing employees; appraising performance; addressing complaints and resolving problems.
Maintains an ability to troubleshoot issues in a manner that identifies root cause and facilitate resolution through a variety of approaches/partnerships as it relates to work flow, technology and education. Encourages, develops, maintains and evaluates a work environment that empowers and supports staff participation by encouraging shared decision-making and accountability. Supports and administers all Corewell Health personnel policies and ensures that interactions support Corewell Health's core values.
Responsible for the design and implementation of systems to collect, analyze and maintain statistical data, generate reports, forecasting and scheduling applications and methodologies as well as data analysis, and application of statistical concepts and reporting.
Develop policies, procedures, business processes; implement technologies and best practices in support of customer service operations.
Accountable for identifying, analyzing, and reporting of service deviations using multiple data sources to improve financial and service levels performance results. Assists director to plan, prepare, implement and monitor assigned areas' operational and capital budget to ensure sound fiscal management consistent with the goals of Corewell Health. Assists in development of programs and collaborative strategies to enhance growth for assigned area.
Collaborates with the director to develop and maintain quality monitoring system to continuously monitor and measure the quality, safety and outcomes of services. Develops and implements unit quality indicators to evaluate unit and staff performance and correct variances. Participates in and/or facilitates interdisciplinary performance initiatives. Supports quality and safety initiatives of other departments and service lines.
Qualifications
Required
Bachelor's Degree or equivalent in clinical, health administration or business related field
3 years of relevant experience relevant experience, including supervising overall accountability for operations within call center setting, related teams and/or projects
CRT-At least one Certification from preferred list below:
CRT-Healthcare Financial Professional, Certified (CHFP) - HFMA Healthcare Financial Management Association 180 Days Or
CRT-Fellow of the Healthcare Financial Management Association (FHFMA) - HFMA Healthcare Financial Management Association 180 Days Or
CRT-Revenue Cycle Representative, Certified (CRCR) - HFMA Healthcare Financial Management Association 180 Days Or
CRT-Inpatient Coding Auditor, Certified (CICA) - HFMA Healthcare Financial Management Association 180 Days Or
CRT-Specialist Accounting & Finance, Certified (CSAF) - HFMA Healthcare Financial Management Association 180 Days Or
CRT-Specialist Business Intelligence, Certified (CSBI) - HFMA Healthcare Financial Management Association 180 Days Or
CRT-Specialist Managed Care, Certified (CSMC) - HFMA Healthcare Financial Management Association 180 Days Or
CRT-Specialist Physician Practice Management, Certified (CSPPM) - HFMA Healthcare Financial Management Association 180 Days
Preferred
Master's degree
Demonstrated EPIC and Tableau experience
Demonstrated experience in building/writing business cases for approval
Physical Demands
Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
Waist to Waist > 5 lbs: Seldom up to 10 lbs
Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
Waist to Overhead > 5 lbs: Seldom up to 10 lbs
Bilateral Carry > 5 lbs: Seldom up to 10 lbs
Unilateral Carry > 5 lbs: Seldom up to 10 lbs
Pushing Force > 5 lbs: Seldom up to 10 lbs
Pulling Force > 5 lbs: Seldom up to 10 lbs
Sitting: Frequently
Standing: Occasionally
Walking: Occasionally
Forward Bend - Standing: Seldom
Forward Bend - Sitting: Occasionally
Trunk Rotation - Standing: Seldom
Trunk Rotation - Sitting: Occasionally
Reach - Above Shoulder: Seldom
Reach - at Shoulder or Below: Seldom
Handling: Occasionally
Forceful Grip > 5 lbs: Seldom
Forceful Pinch > 2 lbs: Seldom
Finger/Hand Dexterity: Frequently
How Corewell Health cares for you
Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here (https://careers.corewellhealth.org/us/en/benefits-new) .
On-demand pay program powered by Payactiv
Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
Optional identity theft protection, home and auto insurance, pet insurance
Traditional and Roth retirement options with service contribution and match savings
Eligibility for benefits is determined by employment @type and status
Primary Location
SITE - Kentwood Medical Office Building - 4600 Breton Rd - Kentwood
Department Name
Patient Access Service Center - Resource Scheduling
Employment Type
Full time
Shift
Day (United States of America)
Weekly Scheduled Hours
40
Hours of Work
8 a.m. to 5 p.m.
Days Worked
Monday to Friday
Weekend Frequency
N/A
CURRENT COREWELL HEALTH TEAM MEMBERS - Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.
Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.
Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
You may request assistance in completing the application process by calling 616.486.7447.
