MGR PATIENT ACCESS CENTER

Oversee the daily operation of the Access Center; provide leadership and direction to team supervisors and staff.

Achieve the highest level of service and satisfaction to Cooper customers and patients.

1. • Meet Contact Center performance objectives.
   • Promote the values and vision of Cooper University Health Care
   • Integrate the Cooper brand, culture, patient focus, and behaviors into every contact.

Assume responsibility for success of foundational Contact Center elements: workforce planning, scheduling, and optimization; management and operational practices; performance and quality; hiring; staff development; and training and on-the job support tools.

Communicate clearly defined and realistic goals for Access Center representatives to achieve on a regular basis.

Employ effective forecasting, scheduling, and resource planning standards.

Enhance operational performance standards - monitor/report performance relative to approved metrics and successfully implement appropriate improvements.

Plan for and implement enhancements to the Access Center that are sensitive to organizational needs; assess opportunities to enhance system(s) performance.

Collaborate with Cooper practices and other departments to identify and resolve issues in a timely and equitable fashion.

Initiate decisive and corrective action if performance fails to meet operational goals.

Yield and distribute Contact Center management reports both internally and for interfacing departments.

1. • Prepare and analyze performance reports (e.g., productivity, quality, staffing, etc.) and develop action plans to resolve any deficiencies.
   • Assess trends and determine root causes of volume or performance changes; implement resolutions and/or improvements.

Resolve escalated customer issues quickly, effectively, and diplomatically.

Plan for and provide on-going coaching, feedback, and development to frontline management; provide leadership in the development and implementation of tactical plans and policies for the Access Center.

Develop hiring and staffing plans and ensure that attendance and schedule adherence goals are attained.

Ensure that all training and motivational programs for the Contact Center are consistent with overall Cooper goals objectives and policies.

Maintain a continuous learning environment for employee skill development and career path opportunities.