Manager, Call Center Jobs

Virginia Mason Franciscan Health brings together two award-winning health systems in Washington state CHI Franciscan and Virginia Mason. As one integrated health system with the most patient access points in western Washington, our team includes 18,000 staff and nearly 5,000 employed physicians and affiliated providers. At Virginia Mason Franciscan Health, you will find the safest and highest quality of care provided by our expert, compassionate medical care team at 11 hospitals and nearly 300 sites throughout the greater Puget Sound region. While you’re busy impacting the healthcare industry, we’ll take care of you with benefits that include health/dental/vision, FSA, matching retirement plans, paid vacation, adoption assistance, annual bonus eligibility, and more!

This position is responsible for Patient Access and all Pre-Registration functions, including planning, organizing and coordinating all aspects of daily operations for the Appointment Scheduling Call Center, ensuring efficiency, high quality outcomes, and internal and external customer satisfaction. It assures and is responsible for the effectiveness and efficiency of telephone performance for all sites/departments it serves, including achievement of specific service targets (i.e., service level, abandonment rates, accuracy rate, quality metrics, etc.)

This leadership role will have a hybrid work schedule. It requires onsite work in Seattle and Bothell, and some remote / work from home days.

Responsibilties include:

40% - Collaborates with Appointment Scheduling Call Center Leadership team and other managers, physicians and staff to facilitate and emphasize teamwork, system wide integration and efficient resource utilization; continuously refine, improve and develop business methods and processes that result in optimal support for patient access; serves as a liaison to Telecommunications, Information Systems, clinical sections and other support departments within the organization; participates on task forces, committees, and other projects as required.
30% - Provide leadership, direction and guidance to direct reports for daily operations of the Appointment Scheduling Call Center, including ongoing development and education as well as establishing work goals and objectives; hires, trains, and develops staff; develops, implements, and administers policies and procedures to assure compliance for areas of accountability.
20% - Monitors volumes, service levels and adherence to established quality indicators for telephone access, service levels, appointment access and call management; evaluates patient satisfaction and all other customer service indicators.
10% - Develops and maintains a capital and operating budget to assure the strategic goals of the Appointment Scheduling Call Center are met; identifies cost efficiencies while maintaining outstanding quality of service; monitors cost center budget to maintain cost containment and effective use of resources.

This position requires a Bachelor's degree or the equivalent with a minimum of 3 years of Supervisory or Management experience; exceptional interpersonal skills and an emphasis on customer service; must be trained in quality improvement methodology and tools; skilled in team dynamics, interpersonal communication and consensus building; ability to be decisive while preserving a working relationship with key stakeholders; previous experience managing a large and/or complex department budget.

Previous healthcare and Call Center experience preferred.

Just as Virginia Mason is dedicated to improving the lives of our patients and our community, we are equally dedicated to your professional and personal success. With a wide range of perks that includes comprehensive compensation and benefits, continuing education and support, and the opportunity to live in one of the most livable cities in the country, you will find that an opportunity with Team Medicine is one worth taking. Virginia Mason Medical Center, was recognized among the Best Hospitals in Washington state by U.S. News & World Report.

We deliver inspired people to do meaningful work.

We are an equal opportunity/affirmative action employer.