Job Description

Management/ Professional

SMG - Boston/Brighton Area

CMGE Practice Budget

Req Number:

Job Details:
Bachelor's degree is preferred.

Steward Health Care System LLC ("Steward") is a fully integrated, physician-led national health care services organization committed to providing the highest quality of care in the most cost-efficient manner in the communities where our patients live. Steward - the largest privately held health care company in the U.S. - owns and operates 35 community hospitals across nine states, serves over 1,000 distinct communities and employs approximately 40,000 health care professionals. In addition to our hospitals, the Steward provider network includes 4,800 providers, 25 urgent care centers, 87 preferred skilled nursing facilities, substantial behavioral health offerings, over 7,300 hospital beds under management, and approximately 1.5 million full risk covered lives through the company's managed care and health insurance services.

Steward Medical Group (SMG), Inc. is Steward's multi-specialty group practice with over 4,500 employees including over 1,800 physicians and advanced practitioners. SMG operates approximately 450 practice locations throughout Massachusetts, Southern New Hampshire, Rhode Island, New Jersey, Pennsylvania, Ohio, Florida, Utah, Arizona, Texas, Louisiana and Arkansas, and provides more than 4 million patient encounters per year.


The SMG Primary Care Call Center Manager will implement and manage a team of call center agents that will answer, address, and appropriately triage (if necessary) any patient telephone calls regarding clinical questions, scheduling appointments, obtaining referrals, and other patient concerns. This position will also work on special projects as requested by SMG Leadership.


* Overall management of Primary Care Call Center and provide SMG patients with world class service
* Oversee Call Center agents and provide periodic evaluation of agents' performance
* Work closely with Call Center RN/LPN to ensure safe, accurate, and effective phone triage
* Ability to train Call Center agents on all Call Center protocols, processes, and equipment
* Promote employee development by identifying additional employee training needs and establishing initiatives to meet departmental and organizational goals
* Act as subject matter expert and "go to" person regarding systems, policies and work flows for Primary Care Call Center
* Evaluate Call Center volume and maintains adequate staffing levels by recruiting, interviewing, screening and selecting applicants to meet staffing needs
* Maintains Call Center agents' schedules; ensuring appropriate coverage at all times, including having emergency protocols established in case of phone system failure and or other unexpected event
* Ability to develop and maintain knowledge repository of SMG Best Practices for Call Center agent use
* Gather data, identify, and track quality of services provided by Call Center
* Perform data analysis and develop summaries and/or recommendations on Call Center protocols for the service team regarding forecasting, volume and staff scheduling
* Monitor and reassign staff duties as necessary based on inbound call volumes and other work load volumes
* Maintains a positive work environment and structure that supports self-directed teams and optimized the experience, skills, knowledge and capability of the team
* Promotes communication, recognizes and rewards positive team dynamics, and practices effective employee relations
* Initiates and communicates a variety of personnel actions including employment, termination, performance reviews and disciplinary action
* Act in a professional manner and treat patients, co-workers, and leadership with respect at all times
* Interact with Practices to communicate and work cooperatively regarding patient care and coordination
* Other duties as assigned


* Experience managing and developing call centers and call center protocols
* Knowledge of health care and or related products, medical terminology, diagnosis, procedure coding, insurance products, and coordination of benefits
* Ability to report on call trends and other metrics to others at various levels of the organization
* Ability to bring tasks to completion in a manner satisfactory to all
* Ability to communicate with others effectively in a concise manner, in order to bring issues effectively to a resolution
* Ability to evaluate situations and escalate issues appropriately
* Ability to multitask, and ability to follow through with our patients
* Prior experience with Athena preferred
* Experience with Excel, Word and Outlook required
* Organizational, time management skills
* Ability to think globally about the patient experience
* Effective verbal, interpersonal and written communication skills. Creative, flexible and self-motivated
* Ability to relate positively with patients
* Strong analytical skills


Education: Bachelor's degree required with 3+ years in a health care or related industry with management responsibility and experience preferred
Experience: Experience managing and developing call centers and call center protocols
Software/Hardware: Athena and Meditech experience preferred
Other: Proven past leadership/supervisory role in a healthcare setting

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