Ops Coord Patient Svc Ctr

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

Coordinates and manages staff scheduling and coverage to accomplish optimum coverage. This may involve walking and working in multiple worksites. Identifies, investigates, and develops support for and assists in the implementation of new tools/technology necessary to maintain and improve productivity, effectiveness, quality, customer service, reduce risk and/or reduce costs. Identifies, analyzes and communicates key issues/trends and reports findings and recommendations to management. Participates with the Manager in the recruitment, interviewing, and hiring of qualified staff. Provides input to management on budget issues, staffing, cost containment strategies and capital needs. Works on a daily basis in regards to staffing, operations, performance and goal measurement and tracking. Assists in leading and/or developing employee engagement participation and improvement. Assists in leading and/or developing plans with team, Team Lead, and Manager to ensure patient satisfaction goals are met. Leads training and coaching exercises with employees to continuously improve skill sets. Actively ensures staff compliance to Rules of Personal Conduct. Facilitates a multi-disciplinary and collaborative approach to patient care and interdepartmental problem solving/service delivery. Completes other duties assigned by manager. Additional Functions: Assesses and communicates staff development needs to Manager as well as providing feedback to the Manager to support periodic individual evaluations of staff. Develops tools to support staff and enhance efficiency. Provides input into staff performance reviews. May participate with manager in conducting staff performance reviews. Plans, executes and resolves all routine technical needs of the unit (phone, copiers, fax machines, PCs, etc.). Gathers all information required for departmental reporting. Produces reports as required. Monitors daily transaction activity to ensure compliance with procedures. Reviews and approves Automated Time Reports for accuracy. Assesses customer and service needs for unit processes/operations. Directs and monitors activities performed by assigned staff. Performing this function may involve face to face or phone contacts, repetitive keyboard/data entry and viewing various systems using the PC monitor; filing, writing, walking between department locations and working in multiple work sites. Resolves complex or critical situations involving patients, staff and customers: consults with manager for guidance as needed (e.g., complaints, discipline, etc.). Direct responsibilities including interviewing, hiring, training, progressive discipline, dismissals, performance appraisals, and employee relations. Schedules staff and allocates resources across hours of operation to maximize patient access and satisfaction, provider productivity and efficiency, staff productivity, cost-savings, and operational efficiencies. Monitors queue performance and makes adjustments to staffing schedules to meetobjectives. Develops and implements policies and procedures as needed to support Service Center functions. Works closely with Manager to deliver initial and continuous training for new and experienced agents (includes systems, process, and protocol training). Ensures staff has access to necessary policies, procedures, training and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary. Tracks agent performance including service level, calls answered, contact quality, errors, attendance. Enforces productivity and quality standards; conducts regular audits of staff performance, with documented feedback. Prepares material for and conducts routine staff meetings. Provides one to one coaching and mentoring. AA/EOE

Required: Bachelors Degree. Three to five years of supervisor, lead, training or project lead experience. Minimum two years of customer service or contact center experience. Strong personal computer skills (Word, Excel, PowerPoint). Excellent written and verbal communication skills. Excellent problem solving skills. Excellent interpersonal skills. Desired: CHAA certified. Strong leadership, organization, planning and time management skills. Training experience. Technical competence in appropriate health care provider areas. Strong financial aptitude and business acumen. Experience with scheduling processes and systems (i.e. Epic). Bilingual language skills.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.