Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you

Job Summary

The Director of Contact Center is responsible for the oversight and day-to-day management of a 24/7/365, multi-channel, centralized contact center that supports the patient registration and scheduling needs for the Orlando Health Medical Group (OHMG). Under the

supervision of the Corporate Director, OHMG Contact Center, this individual will have oversight for developing protocols and processes to ensure that patients are scheduled with the right provider, at the right place and the right time.

Orlando Health Medical Group Access Center Department

• Located in Downtown Orlando****

Responsibilities

Essential Function

• Establishes a firm understanding of operational and clinical workflows specific to each specialty to support patient registration and appointment scheduling for OHMG.
• Responsible for building relationships with physicians, operational leaders, and other key stakeholders to optimize access to Ambulatory patient care.
• Optimizes patient registration and scheduling platforms to include traditional and online platforms to ensure the organization is capturing all patient populations through their preferred method of scheduling.
• Ensures adequate staffing levels to meet established contact center key productivity indicators such as service levels, abandonment rate, quality assurance, etc.
• Responsible for continuous process improvement and operational changes, team member education, scheduling protocol changes, etc.
• Coordinates efforts with Practice Operations, Information Technology/Clinical Engineering, and Telecommunication administrators to maintain a dynamic contact center platform for the medical group.
• Actively works with clinical practice leadership and providers to achieve access to care objectives.
• Ensures that pertinent information is effectively communicated to staff within the OHMG Contact Center regarding scheduling changes related to provider schedules, telephone messages, triage calls, access and clinic updates.
• Monitors daily access to patient services, identifies current barriers to patient access, and collaborates with providers, support staff and managers to expedite daily patient access.
• Strives toward first call resolution and new patient appointment access.
• Monitors inbound and outbound communications for quality assurance purposes.
• Maintains a high touch service centric culture and builds a team aligned with this service philosophy.
• Maintains flexibility in work schedule in order to meet the needs of the departments 24/7 operations.
• Maintains regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Knowledge of Orlando Health revenue cycle and clinical systems is required.
• Maintains positive and productive working relationships with physicians, providers, leadership of nursing, information services, revenue management, marketing, ancillary services, and other operational customers, both internal and external.
• Stays abreast of government healthcare reform, technology, medical advances, and new development in healthcare to advance the mission of Orlando Health.
• Responds to the needs of others through effective communication, mutual respect, and consistent follow through.

Qualifications

Education/Training

• Bachelor’s Degree required.

Experience

• Minimum of five (5) years progressive healthcare management experience.