Description
The Manager, PMOB Call Center Operations plans, schedules, develops and monitors medical call center telephone answering
and patient appointment scheduling at the USC PMOB Call Center. Partnering closely with PMOB clinic leadership and Pre-
Arrival leadership, this position will ensure accurate financial clearance and authorization processes to promote a positive
patient experience. This position will manage the Pasadena Patient Care Connect team assigned by the PMOB Call Center
Operations Director supporting USC's Hospitals, Clinics and Physician Offices. This position will be responsible for ensuring
task execution, personnel administration, operational oversight/management, oversight of robust training program, and the
overall quality and metrics associated with the PMOB Call Center operations. The Manager, PMOB Call Center Operations will
provide leadership, expertise, and direction with proven results, as well as understands and performs ongoing review of data
to drive operational improvements, understanding and ongoing involvement in all new technologies and technology enhancements.
Essential Duties:
Successfully manages the Patient Care Connect Coordinator team to deliver excellent support to USC's hospital, faculty
practices, and satellite sites.• Operationally implements protocols, processes, and procedures to improve the call center and scheduling performance.
This includes a deep understanding of PMOB Call Center performance metrics as well as communication with all staff on
how to improve. This also includes accountability to the PMOB Call Center mission and continual reminders to all staff of the mission.
• Coaches staff through individual and group meetings to promote communication and teamwork.
• Oversees PMOB Call Center Academy and Quality Program
• Produces efficient and effective training programs to accommodate virtual and premise-based delivery models.
• Enhances and updates course materials and training manuals to meet specific training needs
• Regularly reviews policy and process changes impacting training documentation to ensure alignment with operational
practices.
• Continually assesses quality of training program and updates/improves training program to align with organizational and
departmental initiatives and campaigns.
• Evaluates the performance of each team member to ensure content development and delivery meet established standards.
• Provides direct oversight to Training, Quality, and Audit Specialist who ensures staff skillsets are kept up to date through
regular training and assessment.
• Oversee staffing planning and Workforce Management (WFM), including predictive reporting
• Meticulously tracks medical call and scheduling activity and understands management reports to inform operational
decisions.
• Assists internal and external customers to define operational requirements, clarify current and future operational needs
and collaborate on how to best meet the needs, including determining resource allocation and requirements.
• Provides leadership, daily management, and oversight of call center operations including forecasting and staff planning,
scheduling, quality performance monitoring, ongoing performance improvement processes, hiring/staffing, counseling, and
development of PMOB Call Center staff.
• Assess workload and makes recommendations to ensure team staffing levels are properly aligned with demand.
• Ensures after hours team reliably delivers urgent messages to physicians and other clinical providers via established
escalation protocols.
• Ensures staff follows KNOWN Service Standards. Acts as escalation resource for resolution of patient and internal customer
service issues.
• Provides appropriate direction to subordinate supervisors in the execution of PMOB Call Center goals and objectives.
Empowers supervisors to handle escalations without always needing oversight. Ensures there is a culture where dialogue
and questions are welcomed and addressed in a collaborative way.
• Manages day to day activities within the call center operation and other duties as assigned as well as providing coverage to
peer MCC Manager.
• Perform other duties as assign.
Required Qualifications:
- Req Bachelor's degree If no Bachelor's Degree, additional four (4) years experience required.
- Req 5 years Experience in a call center or relative field
- Req 3 years Experience overseeing a customer service function in a healthcare environment
- Req Knowledge of HIPAA compliance and various insurance types.
- Req Demonstrated excellent interpersonal organizational, and oral and written communication skills.
- Req Ability to multi-task, implement procedures, policies and establish efficient workflows.
- Req Knowledge of patient scheduling and registration, insurance authorization and communication systems.
- Req Knowledge of medical terminology, health plans, third-party insurance, ACD reporting and MS Office software.
Preferred Qualifications:
Required Licenses/Certifications:
- Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
The annual base salary range for this position is $81,120.00 - $133,010.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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