About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

At VillageMD, we are committed to helping patients achieve greater health by delivering the most effective, accessible, and efficient healthcare in the world through partnership with primary care physicians. We're in a unique position to impact everyone in primary care from independent, family-owned practices to world-class health systems.

The Patient Services Manager will be responsible for directly managing all operational aspects of the Shared Services Call Center.  This role will have direction oversight of Patient Services Supervisors.  Total staff rolling up to this role will be up to 200+ FTEs.  

How you can make a difference

• Provides leadership, direction, and administration of operations to ensure accomplishment of Call Center and organizational objectives
• Directs, supervises, coordinates specific functions and activities of the Call Center, including systems, policies and procedures, human resources, support services, etc. required
• Facilitates the employment, development, and management of employees
• Reviews operational problems/policies and recommends solutions and change to Director
• Develops relationships with our organizational partners and help to create operational hand-offs between departments
• Partners with medical and administrative staff to ensure compliance standards and regulations are upheld
• Collaborates with peers in the preparation and implementation of projects, policies, operating practices, and budget.
• Represents Call Center in meeting settings as a Subject Matter Expert on market/SSCC protocols
• Serve as primary contact for Managers, Directors and Providers as it relates to Call Center Operations
• Collaborates with Clinic Leadership to ensure effective patient expectations and communication
• Manages onboarding process for new employees
• Update, maintain and communicate Call Center statistical reporting
• Identifies areas of improvement for staff performance
• Proactively identify process improvements to continue to deliver high quality service at the most practical of staffing levels
• Timely execute Performance Evaluations for all Call Center staff at their 90-day, mid-year, and end of year timeframes
• Demonstrated successes in identifying production waste and managing Call Center Metrics
• A minimum of 10 years of experience leading in a Call Center environment
• Experience in managing a call center of 50 100 or more representatives
• Monitor staff productivity and quality on a daily, weekly, and monthly basis
• Experience in managing both inbound and outbound contact centers
• Expertise in using Call Center CRM and Workforce Management technology
• Reports to Director any provider/clinic specific trends
• Responds promptly to provider, clinic leadership, and other internal partners
• Attend daily senior leadership meetings and report of operations
• Facilitate cross functional meetings with clinic partners for designated markets
• Provide additional leadership coverage support to Site Locations as needed
• Be available “on call” for Call Center emergencies Monday -Sunday
• Support and maintain information security measures as appropriate to the position, including maintaining the highest standards of confidentiality to protect patient/provider privacy and company’s proprietary information
• Performs other related duties which may