Manager OB/GYN/MFM Call Center - FT - Day - OB/GYN PA NJ

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay Range:

Scheduled Weekly Hours:

Position Overview

ESSENTIAL FUNCTIONS

• Monitor phone activity and adjust staffing levels to ensure calls are answered promptly and abandon rates remain in target
• Supervise daily workflows by monitoring queue volumes and aging/reviews reports to meet all departmental deadlines and scheduling targets
• Provide oversight and expert consultation to staff while troubleshooting challenges within patient access, procedure scheduling and authorizations
• Respond to departments, physician or patient concerns / complaints related to scheduling or pre-authorizations in a timely and effective manner with a focus on providing best-in-class customer service
• Oversee the end-to-end procedure scheduling and authorization process, ensuring insurance eligibility is verified and all pre-service documentation and/or referrals are obtained at time of scheduling
• Maximize physician office and procedure schedules to full capacity while collaborating with leadership to improve workflows and meet performance metrics
• Partners with physicians and leadership to improve clinical documentation to guarantee medical necessity and insurance requirements are met for complex cases
• Work in conjunction with offices to maintain the outpatient insurance matrix and communicate updated policy or pre-certification changes to appropriate staff members
• Deliver accurate, up-to-date weekly performance reports to administrative and physician leadership, as well as any relevant stakeholders
• Support senior leadership with special projects while serving as a backup across all department functions, including but not limited to phone coverage, surgery scheduling and authorizations, as needed
• Direct personnel management, including interviewing, hiring and onboarding staff, across various locations while adhering to salary budgets
• Manage administrative duties such as payroll, staff scheduling and performance evaluations
• Promote a culture of continuous improvement by providing staff learning resources and implementing cross-training to support departmental coverage
• Assist leadership with identifying department goals and supporting the culture of the organization, as well as any performance improvement initiatives
• Perform other duties as assigned

MINIMUM REQUIREMENTS

• High School diploma or equivalent.
• Five years supervisory experience in a hospital or medical office leadership role and two years of experience in call center operations.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequent physical demands include: Sitting , Standing , Walking , Wrist position deviation , Keyboard use/repetitive motion
• Occasional physical demands include: Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Pinching/fine motor activities
• Continuous physical demands include:
• Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 20 lbs.
• Sensory Requirements include: Very Accurate 20/40, Near Vision, Very Accurate 20/40, Far Vision, Minimal Color Discrimination, Minimal Depth Perception, Accurate Hearing
• Anticipated Occupational Exposure Risks Include the following: N/A

This position is eligible for the following benefits:

• Medical Plan

• Prescription drug coverage & In-House Employee Pharmacy

• Dental Plan

• Vision Plan

• Flexible Spending Account (FSA)

- Healthcare FSA

- Dependent Care FSA

• Retirement Savings and Investment Plan

• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance

• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance

• Disability Benefits – Long Term Disability (LTD)

• Disability Benefits – Short Term Disability (STD)

• Employee Assistance Program

• Commuter Transit

• Commuter Parking

• Supplemental Life Insurance

- Voluntary Life Spouse

- Voluntary Life Employee

- Voluntary Life Child

• Voluntary Legal Services

• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance

• Voluntary Identity Theft Insurance

• Voluntary Pet Insurance

• Paid Time-Off Program

The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level.

The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.