Manager, Patient Business Services - Call Centers (Onsite)

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Job Description

Location: Memorial City campus, 902 Frostwood Drive, Houston, TX 77024

Work Setting: Onsite

Desired Skill Sets:

• Must have call center management experience to be considered

• Experience managing a healthcare call center preferred

• Experience management the medical referral process.

• Able to manage inbound/outbound referral process

• Experience working in a large, cross-functional team collaborating effectively across the organization and within complex contexts.

• Outstanding written and verbal communication abilities, especially in communicating effectively with all levels of management. Exceptional time management skills and attention to detail.

• Exceptional customer service, interpersonal, and relationship-building skills. Ability to create a positive work environment that promotes team success

Minimum Qualifications

Education:  Bachelors Degree in Business, Finance, Accounting or Economics or commensurate experience preferred

Licenses/Certifications:  (None)

Experience / Knowledge / Skills:

• Five (5) to seven (7) years of hospital/healthcare business office or financial management experience

• Demonstrated computer skills with the Microsoft Office Suite of products (Excel, Access, Word, PowerPoint)

• Effective oral and written communication skills

Principal Accountabilities

• Develops a working knowledge of the patient population and physician relationships; builds business plans that meet the needs of our customers.  Ensures operations are in line with the strategic business objectives of the facility.

• Evaluates the performance level of the unit and individuals.  Defines performance expectations, measurement tools and policy and processes.  Supports the instruction of educational programs that promote staff competency.

• Evaluates and provides recommendations for the staffing levels required to perform the functions of the unit.  Allocates work assignments in a manner that improves customer service levels, increases productivity and net revenue in the facility.

• Monitors quality improvement efforts and makes recommendations for change as necessary.  Works with peers to improve workflow and departmental processes. 

• Assists with the planning, development, and direction of capital expenditures, business objectives, departmental goals, and special projects.

• Manages expenses as defined by the department budget and monitors cost reports, making adjustments as necessary to reconcile variances.

• Leads in the preparation of departmental compliance with all regulatory requirements.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned.