Provides leadership and direction to Patient Contact Center management staff and front-line staff to assure consistent and appropriate medical triage, physician and service referral, appointment scheduling, accurate registration, and access to all services throughout the Geisinger Health System.
Facilitates effective communication to and among Service Lines Operations, Clinical leadership, patients, providers, facilities, and system wide functions, including providing the primary and specialty answering service for the Health System.
Fosters a service-oriented environment that facilitates teamwork, local and system wide, toward a goal of internal and external customer satisfaction.
Facilitates the collection, analysis, reporting and use of performance statistics to drive operational efficiencies, proactive responsiveness and effective workforce management. Drives process improvements in scheduling operations across the Patient Contact Center, by utilizing analytic driven processes to develop recommendations that are both meaningful and actionable. Analyzes reports including but not limited to staff productivity, space utilization, physician cancellation rates, show rates, cost per unit comparisons, patient satisfaction, employee satisfaction, etc. Analyzes practices and makes recommendations for improvements. Analyzes contact center metrics and provides recommendations on process improvement initiatives that are coordinated with the Contact Center, Service Line Operations and Clinical Leadership.
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