Austin, TX, 78703, USA
3 days ago
Pre-Imaging Services Operations Manager
ARA Diagnostic Imaging is seeking an experienced Pre-Imaging Services Operations Manager to join our growing team! Summary: Under the direction of the Director of Patient Access, responsible for managing a high-volume contact center for all Pre-Imaging Services phone calls. Manages the daily activities of Pre-Imaging Services to ensure the department is operating at optimal performance. Works to continuously improve the experience of customers. Plans, organizes, controls, integrates and evaluates the work of assigned staff . In order to qualify to work from home (remotely) you must be able to work independently and have high speed cable internet service (50 mbps download and 5 mbps upload) from a reliable cable provider (Satellite internet and mobile hotspots not accepted). Equipment will be provided to you. The VPN device that is provided will need to be connected to an available port on the modem or wireless router. Essential Functions: + Ensures the consistent achievement of monthly service levels. + Responsible for the successful service delivery of Scheduling, Medical Records, Authorization and Eligibility functions and ensuring radiologist and referring physician needs are met for image availability, including delivery of relevant media where applicable. + Identifies opportunities to improve service delivery, patient experience, and department efficiency; manages the implementation of associated projects. + Partners with Manager, Workforce Analytics to determine and coordinate staffing needs, work methods and performance standards. + Plans, organizes, supervises and evaluates the performance of assigned staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and provides other rewards to recognize performance. + Provides day-to-day leadership to front-line team members and works to ensure a high performance, customer service-oriented work environment that supports achieving the department and practice mission, objectives and values regarding team building and employee empowerment. + Conducts regular team meetings and ensures the communication of department and organizational objectives and priorities. + Develops and implements programs to improve/maintain morale, engage employees, and foster professional development to support employee satisfaction. + Delegates and assigns work duties to team members, allocates use of available resources, and monitors and assists with work progress. + Contributes to budget compliance for Pre-Imaging Services through effective management of controllable departmental labor and non-labor costs. + Coordinates with Clinic Managers and other operational teams to maintain awareness of changes that impact the scheduling process. + Regularly performs reviews of the departmental processes for each modality for accuracy and efficiency. + Performs other related duties incidental to the work described herein. Education/Experience : Bachelor’s Degree or equivalent combination of education and experience. Minimum five years of healthcare and/or call center experience; at least three years supervisory experience preferably in a large multi-team customer contact center environment. Skills/Knowledge : + Ability to work effectively in a largely unsupervised role in this position is essential + Knowledge of electronic health records systems, call recording and screen capture software and standard metrics for call center performance management + Ability to analyze data and present ideas clearly + Ability to establish priorities and coordinate work activities + Highly motivated with great organizational skills + Demonstrates appropriate customer service attitudes and services in a variety of work settings + Proficient in word processing, spreadsheets, Internet and presentation software + Demonstrates a results-orientation for delivering appropriate products and services in an accurate, complete and timely fashion + Must be skilled in written and verbal communications, requiring the ability to read and write effectively and efficiently + Ability to work cohesively with staffing support agencies and/or vendors to achieve successful results Working conditions: May be exposed to negligible electromagnetic radiation. Success factors: Successful incumbent possesses high energy, drive, positive attitude, and superior problem solving; is committed to customer service and teamwork; has the ability to multi-task; and, is focused on achieving results.
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