Manager, Patient Contact Center – Hybrid

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

The Manager, Contact Center, oversees daily operations, resource allocation, and sets strategic goals. They focus on projects and tasks that align with system priorities. They also promote a working environment of innovation, collaboration, and inclusion. This is primarily a remote position, but candidates must live near a Baylor Scott & White Health location and be able to report onsite as needed.

Essential Functions of the Role

• Creates and sustains a healthy work environment for the team. Fosters a culture of physical and psychological safety. Team members should feel safe and encouraged to speak up. They should raise concerns, express ideas, and ask questions. This ensures the safety of team members and customers. Each person should feel respected, valued, and challenged.
• Integrates knowledge of system mission, values, and goals into team members and strategies. Prioritizes contending demands and takes effective action.
• Role models, educates, and mentors leadership and accountability for supervisors and contact center specialists. Manages and participates in department, organization, and system-wide groups, initiatives, and special projects to achieve target outcomes. Collaborates with other managers and departments to ensure accurate, safe, quality, and compassionate healthcare.
• Oversees and manages team performance and relationships with other departments and customers. Monitors key performance indicators to identify successes and gaps. Proactively addresses gaps to improve performance. Performs human resource actions like interviews, onboarding, evaluations, development, coaching, terminations, rewards, recognition, and leave management. Administers policies and procedures to improve performance. May manage or assist additional contact center teams as needed.
• Contributes to budget planning and achieves financial goals through monitoring and decision-making. Understands how to identify budget drivers for course correction.
• Facilitates professional development of team members through role modeling, teaching, coaching, and mentoring. Ensures team members are informed by timely communication of new and revised policies, processes, guidelines, and standards. Explains the "why" behind changes and encourages questions and feedback from the team.
• Provides ongoing, effective, two-way feedback to promote a healthy work environment. Resolves questions, concerns, or issues within the team, clinics, departments, or with customers. Identifies and addresses root causes to prevent escalation and recurrence. Addresses real-time customer issue escalations.
• Communicates trends and gaps effectively to all levels including administrators, peers, team members, clinic operational administrators and other departments.
• Develop and maintain technical and industry knowledge. Track emerging trends and review professional publications. Engage in development opportunities and create a professional network. Be a lifetime learner.

Key Success Factors

• Prior managerial or supervisor experience in a fast-paced, high call volume, and often ambiguous work environment. Able to autonomously prioritize work. An effective listener who is responsive to team members and colleagues.
• Outstanding critical thinker with excellent verbal and written communication skills. Can independently synthesize complex issues and provide summaries to managers, peers, team members, clinic staff, and other departments. Creates a great first impression.
• Proficient in technical skills and industry-standard contact center technology. This includes voice, email, chat, CRM, EHR, and Microsoft's applications like Outlook, Teams, Word, Excel, and PowerPoint. Able to troubleshoot basic technical issues and prioritize resolution with IS teams.
• Knowledge of healthcare functions, medical terminology, and common prescription names when communicating with customers and patients.
• Skilled at developing, deploying, and monitoring standard work processes and procedures. An critical person.
• Ability to train, coach, and evaluate staff performance. Communicate goals and have regular performance discussions, including difficult conversations. This may include corrective actions or terminations. Ability to mentor team members for career development.
• Adapt to, guide, and communicate change to engage team members. Ensure acceptance and adoption. Create ongoing monitoring mechanisms.
• Ability to work effectively with a variety of people and personalities to promote diversity and inclusion.
• Previous leadership or management experience.
• Epic experience and/or Gensys experience preferred.
• Working experience in a medical contact center

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience