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Working collaboratively with other leaders will help to ensure access and referral management targets are met or exceeded and will participate in process improvement efforts to establish practices that foster goal attainment. Provide actionable data and information to management that will influence target setting, performance management and progress measurement. Lead the unit to enhance the operations and its programs, including effective staff management, metrics and data management and operational analyses. May participate on various department and hospital committees, representing the AVP when needed, as well as serve as a member of a project team.
Essential Job Statements
Provide direct oversight and responsibility for the staff and daily operations of the training, staffing, quality and technology management unit of the Patient Appointment Center, to include:
Plans implementation strategy in partnership with the AVP and IT integrations, including:
Workforce Management (WFM) Technology - technology used to manage omni-channel enterprise contact center operations, which includes:
Codifying roles and responsibilities of the WFM Team Members.
Hiring WFM Team members to support 450+ Contact Center agents across the enterprise.
Creating WFM Processes and Procedures to support ongoing contact center performance excellence.
Implementing and testing WFM System integrations with the Avaya Call Monitoring System, and Salesforce CRM.
CRM - technology used to manage call volume, monitor the patient experience, which includes:
Codifying integrations with EPIC, Avaya, and other technology components.
Serving as the spokesperson and advocate for PAC Salesforce/EPIC Cheers CRM needs during the initial Build of the CRM platform.
Partner with IT and other system-level teams to implement integrations that support omni-channel contact center operations, specifically: chatbot/texting/DFD pathways.
Avaya - technology used currently to support screen capture and call monitoring for the PAC.
Implementing a new Data Explorer module to enhance/replace our current Quality Assurance Model.
Partnering with the VCU Telecom team to ensure Avaya integrations align to support ongoing PAC technology needs.
Develops Contact Center Training and Quality Assurance strategic goals, objectives, and operating principles and establish and implement policies and procedures including:
Creating a new fully-remote training model that aligns with our fully-remote workforce.
Research technology components to support a fully-remote training program.
Revamping our current Quality Assurance Program to include the updates and enhancements which includes:
Codifying responsibilities of current QA Coordinator (and growing this team).
Updating processes and procedures to support an 450+ enterprise contact center.
Updating training models to support bilingual patient/employee populations.
In-depth working knowledge of EPIC and contact center systems for quality assurance, workforce administration, and call center performance.
Manage staffing needs, including determining staffing level and recruitment of new hires.
Provide orientation, training, competency assessment, and professional development and ensure adherence to annual training requirements.
Assign and monitor work, adjusting as appropriate.
Monitor employee performance and provide ongoing feedback as well as annual performance evaluation and as needed, corrective action.
Coordinate staff schedules, breaks/lunches and time off, ensuring proper coverage to meet program deliverables and timelines.
Manage unit's overall performance to ensure operations meet departmental needs; identify operational trends and issues to be addressed, recommending and implementing interventions or projects accordingly.
Monitor technology needs and performance, ensuring equipment meets requirements; engage service contracts as needed. Identify, evaluate and recommend hardware and software, working with AVP to purchase and install.
Identify staffing patterns and needs that will effectively support the operations of PAC, making recommendations for new or revised programs. Collaborate with PAC leaders to implement.
Collaborate with department leaders to ensure quality service, creating metrics and monitoring programs, feedback loops and training resources and development opportunities.
Communicate with AVP regarding operational, performance and other issues. Provide updates/guidance on changes and respond to questions/requests in a timely manner. Ensure staff are informed and educated regarding programmatic updates, policies, etc.
Serve as content expert on access and quality, training and technology, including but not limited to metric management, call center telephony and related technologies, and client satisfaction.
Participate in departmental/system initiatives to enhance the performance, systems and processes of the unit and PAC; collaborate with department/system leaders to ensure programs and services are effectively coordinated. May participate in projects with ambulatory practices to advance access and referral management.
Participate in other responsibilities, projects, programs and committees as needed.
Patient Population
Not applicable to this position.
Employment Qualifications
Required Education:
Bachelor's Degree
Preferred Education:
Bachelor's Degree required (preferred degree in healthcare, management or similar)
Licensure/Certification Required:
Licensure/Certification Preferred:
Minimum Qualifications
Years and Type of Required Experience
Minimum of three - five years' supervisory experience in a call center, medical practice or hospital setting with training experience included
Other Knowledge, Skills and Abilities Required:
Understanding of call center operations, staffing, metrics, technology and best practices
Ability to effectively manage day-to-day operations, establish and maintain policies and procedures, manage to service statistics as well as to recruit and staff for a successful operation
Ability to manage work of others, set priorities, ensure high quality work product and promote a team environment
Able to train and develop staff and to manage training/development and integration with the larger team and strategy
Demonstrated effectiveness in working in complex and dynamic environments with an ability to understand the big picture and apply that knowledge to daily work
Works independently and as part of a team, is a motivated self-starter with strong collaborative skills and a commitment to high quality customer service and teamwork; able to work cooperatively and effectively with all staff and build consensus
Excellent written and verbal communication and presentation skills
Must develop a common vision for diverse constituents, communicate effectively, sell ideas, and take ownership and responsibility for activities
Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff
Strong analytic skills with demonstrated ability to identify and resolve problems as well as appropriately evaluate all aspects of a situation and independently make appropriate and timely decisions
Applies strong attention to detail and data accuracy
Experience with Epic, preferably Epic Cadence and Ambulatory applications, computer software including MS Office MS Visio and other workflow software, SharePoint, Telephony and other hospital information systems
Cultural Responsiveness
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Other Knowledge, Skills and Abilities Preferred:
Working Conditions
General office environment.
Physical Requirements
Physical Demands: Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.)
Work Position: Sitting, Walking, Standing
Additional Physical Requirements/ Hazards
Physical Requirements:
Hazards:
Mental/Sensory -Emotional
Mental / Sensory: Problem Solving, Speak Clearly, Logical Thinking
Emotional: Fast pace environment
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.
VCU Health System Authority (VCU Health) complies with applicable civil rights laws and does not discriminate on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity or expression, age, political affiliation, disabilities, marital status, veteran status, residence, financial status, or any other manner prohibited by law.