Assistant Manager, Care Communication Operators Job at Tennessee Oncology in Nas
Tennessee Oncology, Nashville, TN, United States
Assistant Manager, Care Communication Operators
Tennessee Oncology, one of the nation's largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology's mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege.
Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.
The Assistant Manager, Care Communication Operators uses excellent communication skills and front office knowledge to effectively interact with patients, providers, clinic staff, and other Tennessee Oncology teams to accomplish seamless patient care. The Assistant Care Communications Manager, Operators directly oversees and supports the operator team. In conjunction with the Care Communications Manager and Directors of Care Transformation and Front Office, the Assistant Care Communications Manager, Operators will define and direct operator workflows and develop policies and procedures related to operator duties.
Essential Functions:
Responsible for supervising the communications operator team including day-to-day processes and procedures (e.g. timekeeping, auditing)
Assists in developing policies, procedures, goals, and objectives
Tracks and reports team results (e.g. calls per day, average call length) to care transformation leadership
Provides support and training on existing or new workflows/initiatives
Fosters a team environment between operator staff in multiple territories
Interviews, trains, coaches, and develops assigned employees
Provides guidance and serves as a subject matter expert on all systems used by the operator teams (e.g. EMR, patient engagement platform)
Monitors performance, attendance, and productivity of assigned staff and provides regular feedback to team
Assesses operator team needs and recommends needed changes to manager and/or director
Assists with various projects as assigned
Responsible for dissemination of information to staff through regularly scheduled staff meetings
Assists with coverage and scheduling
Communicates professionally and courteously and remains personable and approachable
Addresses patient calls, portal messages, tasks, and emails concerning a wide range of front office needs in a timely manner
Makes self readily available to discuss issues and concerns that may be presented by physicians, clinic staff, managers, or others
Monitors effectiveness of performance improvement projects/quality metrics
Performs or assists with hiring, orientation, supervising, counseling, evaluating, disciplining or terminating personnel using organizational guidelines and departmental goals and objectives
Maintains positive and effective working relationships with all departments
Knowledge, Skills & Abilities:
Strong organizational and communication skills are essential
Knowledge of medical terminology
Ability and willingness to work closely with others to create a positive working environment conducive to productivity and efficiency
Maintain discretion and confidentiality in communications
Knowledgeable in the implementation and evaluation of performance improvement projects
Proficient in applicable computer software programs
Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and other staff
Education & Experience:
Minimum of 1-2 years management experience required; preferably in an outpatient medical practice or with Oncology/Hematology knowledge
Customer service experience required
High School Diploma or equivalent, associate degree or higher preferred
Experience in the operation of multiple phone lines and computer systems
Physical Requirements:
Must be willing and able to lift up to 25 pounds.
Must be willing and able to travel to Tennessee Oncology clinics as necessary.
Tennessee Oncology, one of the nation's largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology's mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege.
Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.
The Assistant Manager, Care Communication Operators uses excellent communication skills and front office knowledge to effectively interact with patients, providers, clinic staff, and other Tennessee Oncology teams to accomplish seamless patient care. The Assistant Care Communications Manager, Operators directly oversees and supports the operator team. In conjunction with the Care Communications Manager and Directors of Care Transformation and Front Office, the Assistant Care Communications Manager, Operators will define and direct operator workflows and develop policies and procedures related to operator duties.
Essential Functions:
Responsible for supervising the communications operator team including day-to-day processes and procedures (e.g. timekeeping, auditing)
Assists in developing policies, procedures, goals, and objectives
Tracks and reports team results (e.g. calls per day, average call length) to care transformation leadership
Provides support and training on existing or new workflows/initiatives
Fosters a team environment between operator staff in multiple territories
Interviews, trains, coaches, and develops assigned employees
Provides guidance and serves as a subject matter expert on all systems used by the operator teams (e.g. EMR, patient engagement platform)
Monitors performance, attendance, and productivity of assigned staff and provides regular feedback to team
Assesses operator team needs and recommends needed changes to manager and/or director
Assists with various projects as assigned
Responsible for dissemination of information to staff through regularly scheduled staff meetings
Assists with coverage and scheduling
Communicates professionally and courteously and remains personable and approachable
Addresses patient calls, portal messages, tasks, and emails concerning a wide range of front office needs in a timely manner
Makes self readily available to discuss issues and concerns that may be presented by physicians, clinic staff, managers, or others
Monitors effectiveness of performance improvement projects/quality metrics
Performs or assists with hiring, orientation, supervising, counseling, evaluating, disciplining or terminating personnel using organizational guidelines and departmental goals and objectives
Maintains positive and effective working relationships with all departments
Knowledge, Skills & Abilities:
Strong organizational and communication skills are essential
Knowledge of medical terminology
Ability and willingness to work closely with others to create a positive working environment conducive to productivity and efficiency
Maintain discretion and confidentiality in communications
Knowledgeable in the implementation and evaluation of performance improvement projects
Proficient in applicable computer software programs
Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and other staff
Education & Experience:
Minimum of 1-2 years management experience required; preferably in an outpatient medical practice or with Oncology/Hematology knowledge
Customer service experience required
High School Diploma or equivalent, associate degree or higher preferred
Experience in the operation of multiple phone lines and computer systems
Physical Requirements:
Must be willing and able to lift up to 25 pounds.
Must be willing and able to travel to Tennessee Oncology clinics as necessary.