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Full-time
bachelor degree, postgraduate degree
Wellness Programs, Comprehensive Total Benefits, Rewards
Posted 56d ago
Apply by Jun 15
~40 hrs/week
Responsibilities
Lead and oversee the Patient Connection Center, managing a team of managers and frontline associates to ensure efficient patient scheduling and financial clearance. Drive operational excellence and a hassle-free access experience for patients and providers across the health system.
Requirements
Requires a Bachelor's degree and at least 7 years of experience in contact centers or healthcare operations, including 5 years of management experience. Preferred candidates will have a Master's degree and experience with Epic or leading remote workforces.
Full job description
Overview
Experience the advantages of real career change!
Join Piedmont to move your career in the right direction. Stay for the diverse teams you’ll love, a shared purpose, and schedule flexibility that frees you to live for what matters both in and outside of work. You’ll feel valued, motivated to be your best, and recognized for your contributions to exceptional patient outcomes. Piedmont leaders are in your corner, invested in your success. Our wellness programs and comprehensive total benefits and rewards meet your needs today and help you plan for the future.
Responsibilities
The Piedmont Healthcare Patient Connection Center Director is responsible for leading and overseeing a Patient Connection Center service center team encompassing 2-7 contact center and financial clearance Managers, with ultimate accountability of 50-100+ frontline associates. Organizes, plans and monitors daily operations of inbound and outbound patient contact center, scheduling, verification and authorization teams, which support Piedmont Healthcare's physician practices and hospitals. Champions an accountable culture with a focus on delivering a next-generation, hassle-free access experience for both patients and providers. Promotes a cohesive vision aligned across the entire Patient Connection Center. Serves as Director representative to functional advisory panels, collaborates to drive efficiency and continuous improvement. Functions that report to this position include Scheduling, Preregistration, Patient Estimates, Upfront Collections, Clinic Messaging, Order Indexing, Order Validation and Medical Necessity for both hospital and physician services; plus, other tangential functions as assigned. The incumbent serves as the leader of the Patient Connection Center service center for hospitals and physician practices within the Piedmont health system to internal and external organizations, including government agencies, payer organizations, external auditors, and business partners.
What you will do
Oversee, measure, and report ongoing financial and operational performance of Patient Connection Center functions for all Piedmont entities, including the scheduling of physician office, inpatient and outpatient hospital visits, pre-registration of accounts when adequate information is available during the scheduling process.
Partners with Director of Operational Effectiveness and Operational Effectiveness team to develop, implement, and oversee efficient and effective operational policies, processes, tools, and educational materials within all functional areas that report to the Patient Connection Center.
Reviews and provides input on KPIs for Patient Connection Center functions; ensures the implementation of action plans where performance is not meeting expectations; review KPI expectations with corporate/local leadership annually and adjust appropriately; recognize areas of excellence as appropriate
Maintains understanding of Patient Connection Center workflows and functions to identify potential process improvements and supports the design and implementation changes as requested, leveraging on-site and corporate leadership where appropriate
Develop expertise for all applications utilized in Patient Connection Center to include all related information systems, tools, technologies, and processes; assist other employees as needed to ensure all tools are fully utilized to create an efficient and effective department
Ensure Patient Connection Center employees comply with established policies, processes, and quality assurance programs
Act as a primary liaison between Patient Connection Center for facilities and physician practices.
Monitor and facilitate service level agreements (SLAs) between Patient Connection Center operations and other related functions within Patient Experience, Revenue Cycle and Clinical operations
Work positively with physician practice and hospital leadership to ensure that needs/concerns/requests in relation to Patient Connection Center processes are being addressed proactively and in a way which does not negatively impact efficiencies or operational flows established.
Build strong relationships and facilitate productive communication between key Patient Experience and Revenue Cycle stakeholders, including peer leaders of Patient Experience and Revenue Cycle services and core support departments (e.g., human resources, business support services, finance)
Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance
Encourage and supports employee decision-making within their scope of responsibilities
Perform any special assignments as requested
Qualifications
Education
Bachelor’s Degree from a recognized college or university Required
Master’s degree from a recognized college or university in Management Engineering, Health Care Administration or Business Administration Preferred
Work Experience
7 years Contact Center, Customer Service, Healthcare Operations, or Patient Access experience Required
5 years of management experience within a progressive contact center or healthcare environment. Required
Call center experience requiring high volume inventory management Required
Physician practice or contact center operations, scheduling, patient access, consulting and/or project management experience for at least five (5) years Preferred
Leader or member of an operational transformation effort where key functions were reviewed for standardization and centralization Preferred
Leadership in a multi-hospital and employed physician environment Preferred
Previous experience using or implementing Epic Preferred
Piedmont HealthCare is one of the largest physician-owned and directed, multi-specialty groups in North Carolina and the Southeast regions. With over 70 convenient locations and more than 200 providers across 32 specialties, we provide comprehensive health care to families, businesses, and employers across Iredell and surrounding counties.
Piedmont HealthCare's physicians are committed to providing excellent and innovative medical care and services. Our patients have access to the latest in medical tests and procedures including X-Ray, 2D and 3D Mammography, CT, MRI, ultrasound and in-house laboratories. If you want quality health care close to home, then Piedmont HealthCare is the answer for you.
Offices: 650 Signal Hill Drive Ext., Statesville, NC 28625, US
family medicineinternal medicineprimary carepediatricsobgyncardiologydermatologygastroenterologyneurologyorthopedic
How many Administrative jobs are open in Atlanta, GA right now?
There are currently 2,406 open administrative positions in Atlanta, GA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Administrative roles in Atlanta, GA?
Companies currently hiring include Emory University Department of Economics, Georgia State University Office of the Provost, Emory Healthcare, Northside Hospital, Piedmont HealthCare, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Administrative jobs in Atlanta, GA?
Yes — 610 of the 2406 open administrative positions offer remote or hybrid work (197 remote, 413 hybrid).
How do I apply for Administrative jobs in Atlanta, GA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.