Administrator - Patient Engagement Center Operations

October 31

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Lehigh Valley Health Network

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Ear • Nose and Throat (ENT and Otolaryngology) • Pulmonology • Endocrinology (Diabetes and Metabolism) • Rheumatology

10,000+

Description

• Management of high-volume call center • Develops and implements plans and services that promote network growth and strategic vision • Plans, organizes, and manages all material, financial, and human resources within assigned areas • Responsible for program planning, budget development, goal development, performance improvement, and operational improvement • Establishes a culture of service excellence focusing on patient, physician, and colleague satisfaction and engagement • Designs and implements goals, objectives, plans, and processes for departments to incorporate lean thinking and cost-efficiencies • Ensures departmental services are responsive to the needs of the patient, medical staff, and inpatient and outpatient departments • Coordinates all promotional plans, marketing projects, and public relations efforts • Develops and monitors departmental budgets, including capital and departmental operating expense • Ensures quality indicators are met per program • Prepares annual performance improvement report summarizing indicators, corrective action, and follow-up evaluation • Develops and reports on key indicators to evaluate access to and utilization of services • Directs, supervises, and appraises personnel

Requirements

• Bachelor’s Degree • 7 years experience in a hospital, medical practice, healthcare, call center, or customer services environment • Demonstrated track record of success in progressively responsible assignments in senior leadership positions • 3 years experience improving workflow/processes • Active listening and interview skills • Master’s Degree in hospital administration or public administration (preferred) • 2 years Call Center Management (preferred) • 1 year Medical Practice Operations (preferred)