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Universal Health Services

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Universal Health Services
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Job Details

Deltek Talent Management - MGR - CONTACT CENTER - (6805)

Job Details


Facility Name
Independence Physician Management
KING OF PRUSSIA, PA 19406 US (Primary)
Career Area
Job Description

The Contact Center Manager will hire and coach staff; maintain systems and technologies; liaise with internal and external stakeholders; create, monitor and communicate utilization and performance reports; and generally instill a culture of converting prospective patients into actual patients by means of conducting physician referral activities while providing an exceptional customer experience.

Upholds the standards of the UHS Service Excellence program.

  • Assesses the need and coordinates the allocation of department employees and resources.
  • Identifies ways to expand service offerings to clients and in turn, enhance access to health care services for patients.
  • Supervises, disciplines and evaluates the performance of the assigned employees. Makes recommendations regarding employment, performance evaluation, employee development, salary changes, promotions, transfers and termination.
  • Assesses, coordinates and evaluates the orientation and continuing education needs of employees.
  • Prepares and monitors the annual operating budget.
  • Develops and implements department policies, protocols, and procedures.
  • Assists in the organization of and monitors the department’s inbound and outbound management processes to maintain the integrity of specialized computer and telephony applications.
  • Interfaces as needed with the organization’s information services and telecommunication department, advertising and digital stakeholders and/or outside vendors to troubleshoot/resolve system and software problems.
  • Tracks, monitors and communicates the outcomes of the department’s programs through needs assessments, utilization statistics, program evaluations and cost/benefit analysis.
  • May perform additional duties as requested.
Job Requirements
  • Ability to plan, coordinate, direct and evaluate operational activities

  • Ability to analyze and address financial and utilization data

  • Leadership and interpersonal skills, good organizational skills with ability to set priorities and solve problems, good communication skills, both verbal and written

  • Knowledge of reporting tools and database management.

  • Knowledge of the health care environment, health insurances, medical terminology and physician referral regulations.

If you meet the above requirements and are looking for a rewarding career, please take a moment to share your background with us by applying online.  Independence Shared Services offers competitive compensation commensurate with experience and benefit programs including medical, dental, life insurance, and 401(k).

Independence Shared Services is not accepting unsolicited assistance from search firms for this employment opportunity.  Please, no phone calls or emails.  All resumes submitted by search firms to any employee at IPM via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Independence Shared Services.  No fee will be paid in the event the candidate is hired as a result of the referral or through other means.

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