• Call Center Operations Manager – Patient Access

    Job Locations US-MD-Baltimore
    Job ID
    Johns Hopkins - Keswick
    Customer Service/Support
    Temporary Full Time
  • Overview

    Johns Hopkins Health System employs more than 20,000 people annually. When joining the Johns Hopkins Health System, you became part of a diverse organization dedicated to its patients, their families, and the community we serve, as well as to our employees. Career opportunities are available in academic and community hospital settings, home care services, physician practices, and international affiliate locations and in the health insurance industry. Great careers continually advance here.


    The Call Center Operations Manager is responsible for the daily operation of the department call center, including business objectives, performance and resource management.


    Specific responsibilities include staffing and schedule adherence, training, quality assurance, provider schedule template review and protocol development and maintenance. Manages access across entities, manages provider templates, works with providers to break down barriers to scheduling, updates and refines scheduling protocols, ensures adherence to quality and professionalism standards and works with other Patient Access Managers to coordinate care across multiple departments.

    Further, the Manager serves as the liaison to core services for financial clearance, training, quality assurance, analytics and performance improvement. Significant interaction with internal and external stakeholders and other parties, including the

    Patient Access Advisory Committee, relative to the further development of patient access management services. Other related responsibilities include coordination of multidisciplinary referrals and reporting on compliance with institutional access, productivity and quality of work standards.


    • Bachelor’s degree in Business, Health Administration or Health Science and Policy required. Directly related experience beyond the work experience requirement may be considered in lieu of education on a 2:1 basis.
    • Minimum of 5 years call center operations and management experience
    • Work requires a comprehensive understanding of health insurance plans, appointment scheduling and registration, call center operations and management techniques.
    • Decision making and problem solving - combining, evaluating, and reasoning with information and data to make decisions and solve problems.
    • Organizing, planning, and prioritizing - developing plans to accomplish work, and prioritizing and organizing the work of the department.
    • Quantitative skills necessary to use statistics to help decision making and to evaluate the effectiveness of call center activities.
    • Excellent written and oral communication skills.
    • Interpersonal abilities necessary to effectively interact with all levels of Hospital and School of Medicine personnel.
    • Ability to use different leadership approaches to motivate, coach, and develop employees.


    The Johns Hopkins Hospital is a smoke free campus.

    Johns Hopkins Health System and its affiliates are Equal Opportunity/Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, sex, age, national origin, disability, protected veteran status, and or any other status protected by federal, state, or local law. The Johns Hopkins Hospital is a smoke free campus.




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