Senior Manager of Quality Patient Engagement Center

Responsibilities:

• Works closely with Training and Education team and other shared service stakeholders are working in a consistent and standardized manner with training and quality industry standards and best practices
• Develop and Maintain Quality Standards: Creates and upholds performance standards that ensure a consistent, positive patient experience across all interactions, aligning with the values and best practices of the Patient Engagement Center
• Quality Performance Analysis: Provides comprehensive reporting, analysis, and actionable insights on quality performance and outcomes to drive continuous improvement
• Implement Quality Metrics: Designs and manages quality scorecards and metrics to enhance agent performance and patient satisfaction
• Performance Monitoring and Coaching: Regularly monitors and evaluates agent performance, offering targeted coaching and learning opportunities, and collaborate with the operations team to take corrective actions when necessary
• Strategic Coaching Development: Develops and implements coaching strategies that support sustained agent performance and foster a culture of continuous improvement
• Enhance Quality Programs: Identifies and acts on opportunities to improve quality programs, including recommendations for systems enhancements and automation to streamline operations
• Support Pilot Initiatives: Leads and supports pilot interventions and initiatives designed to maintain and enhance best practice performance across the Patient Engagement Center.
• Training and Development: Collaborates with the Training Manager to develop and implement training programs that address opportunities identified through quality assessments and scorecards
• Scalability and Integration: Oversees the scaling of quality standards across new entities joining the Patient Engagement Center, ensuring a seamless integration and consistent patient experience
• Executional Accountabilities: Develop and Implement AQM Structure
• Designs an Automated Quality Monitoring (AQM) system structure that aligns with Penn Medicine’s Access System needs, leveraging ongoing efforts in parallel Project Ascend workstreams to maximize value
• External Stakeholder Collaboration: Collaborates closely with technology vendors and external Penn Medicine partners to ensure the AQM system optimally utilizes available functionality and supports Access System goals
• Capability Review and Implementation: Continuously assesses and integrates new AQM system capabilities to automate quality processes, enhancing efficiency for Access System employees
• Performance Dashboards Creation: Designs and implements dashboards that provide clear, actionable insights into individual, team, and system-level performance for key quality indicators (KPIs)
• Data Integration and Utilization: Builds strong partnerships with Penn Medicine’s data analytics teams to leverage AQM-generated data, driving targeted interventions that improve patient experience and health outcomes
• Ongoing AQM System Enhancement: Maintains and enhances the AQM system by incorporating system upgrades and newly released functionalities to ensure it remains cutting-edge and effective
• Develop and Define Standards: Establishes clear, measurable performance standards for agents that align with the Patient Engagement Center’s goals and Penn Medicine’s overall mission, focusing on key areas such as patient interaction quality, efficiency, and compliance\
• Benchmarking and Best Practices: Utilizes industry benchmarks and best practices to inform the creation of standards, ensuring they reflect the latest trends in patient engagement and call center operations
• Stakeholder Input: Collaborates with cross-functional teams to gather input and ensure that performance standards are practical, achievable, and aligned with both patient and organizational needs
• Design Scorecards: Develops comprehensive performance scorecards that track individual agent metrics, including quality of service, adherence to protocols, and patient satisfaction scores.
• Real-Time Reporting: Implements real-time reporting tools that allow supervisors and agents to monitor performance continuously, facilitating timely feedback and adjustments.
• Data-Driven Insights: Analyzes scorecard data to identify trends, strengths, and areas for improvement, providing actionable insights that can be used to enhance agent performance and overall quality
• Develop Targeted Coaching Plans: Creates tailored coaching strategies that address individual agent needs, leveraging performance data to focus on specific areas of improvement
• Continuous Improvement Framework: Implements a continuous improvement framework that encourages regular coaching sessions, peer reviews, and self-assessments to foster ongoing development
• Innovative Coaching Techniques: Explores and integrates innovative coaching methods, such as role-playing, simulations, and digital tools, to enhance the effectiveness of coaching sessions and support agent growth
• Design and Launch Pilots: Identifies opportunities to test and implement best practices through targeted pilot interventions, ensuring they are designed to address specific challenges within the Patient Engagement Center
• Evaluate and Iterate: Monitors the performance of pilot initiatives closely, gathering data and feedback to assess their effectiveness, and making necessary adjustments to optimize outcomes
• Scale Successful Interventions: Once proven successful, develops plans to scale these pilot initiatives across the Patient Engagement Center, ensuring that best practices are embedded into everyday operations.

Education or Equivalent Experience:

• Bachelor of Arts or Science (Required); Master of Arts or Science (Preferred)
• 5+ years Total experience including: Minimum 3+years of progressive management experience in Call/Call Center management; experience in a Healthcare setting with emphasis on Patient Access (Required)
• Direct knowledge/experience in any or all of the following support functions is required: 
• • Training, quality and Call/Call Center Technology
  • 1 to 2 years of oversight experience in these areas is highly preferred
  • Experience leading major projects and change programs which impact an entire organization
  • Experience managing relationships at all levels
  • Effective track record of deployment optimization in a large organization
  • Experience in overall Talent Optimization