Director of Patient Access Center Operations

Job Summary

Reporting directly to the Chief Patient Access Officer, the Director oversees planning, design, development, and support of the contact center operations within JHM Patient Access Services. The Director is accountable to contact center operations, ensuring the performance aligns with industry standards and benchmarks. The position establishes a positive relationship with departments and clinical stakeholders, allowing appropriate support to the patients, providers and key stakeholders.

The Director assists the Chief Patient Access Officer in formulating strategies for multi-channel patient and referring physician communications, encompassing activities such as appointment scheduling, registration, appointment confirmation, digital strategy, and proactive issue resolution. Collaborating with both internal and external IT leaders, the Director ensures that systems adequately support contact center operations, optimizing efficiency and preparing for business continuity in case of system interruptions.

Within the scope of their role, the Director of Contact Center Operations fosters synergy and cohesion across all contact center "pods", optimizing resources, engagement, and retention across groups, including Medicine, Cardiology, Ophthalmology, Pediatrics, Dermatology, Oncology, Otolaryngology, HUSA, ARS, and JHCP, and maintains alignment with the Surgical Service Director of operations.

Qualifications:

• Bachelor's Degree in Business Administration, Health Care Administration or related field.
• 7-10 years progressively responsible related experience in contact center management in a large, multi-site environment including 3-5 years of management experience.
• Academic medical center (or related healthcare environment) strongly preferred.
• Avaya telecommunications product experience desired.
• Voice over Internet Protocol experience preferred.

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.