PAC Assistant Manager

The Assistant Manager of the Patient Access Center (PAC) supports the daily operations of a high-volume, multi-functional call center. Working under the PAC Manager, this role helps coordinate support functions – including scheduling, onboarding, training, and communications – to ensure smooth execution across teams such as Ancillary, DAS, PAC6, and Senior PSRs.

While this role currently has no direct reports, the Assistant Manager provides functional oversight to Supervisors and support staff. They serve as an extension of PAC leadership, stepping in as acting lead when needed and helping drive consistency, performance, and communication across the department.

All duties must be performed with accuracy, professionalism, and a commitment to service excellence.

1. Demonstrates leadership presence with the ability to lead by example, influence others without formal authority, and foster a team-oriented, respectful culture.
2. Exercises sound judgment and makes effective decisions in high-volume, fast-paced environments.
3. Communicates clearly and professionally, both verbally and in writing, across multiple levels of staff and leadership.
4. Maintains strong organizational skills, with the ability to prioritize, multitask, and follow through on responsibilities with attention to detail.
5. Proficient in technology platforms relevant to call center operations, including dashboards, communication tools, and reporting systems.
6. Brings a proactive mindset and continuous improvement orientation, with the ability to identify gaps and contribute to solutions.
7. Adapts well to change and remains steady, resourceful, and supportive during operational shifts or escalations.
8. Collaborates effectively, embraces feedback, and contributes to shared team and departmental success.
9. Maintains professionalism and discretion when handling confidential employee or patient information; working knowledge of HIPAA required.

Willing and able to support additional duties or leadership initiatives as needed to ensure operational continuity and team performance.

Essential Job Responsibilities:

1. Act as an operational liaison across support functions (Workforce Management, Onboarding, and Training) to ensure process alignment, clear communication, and effective execution of departmental objectives.
2. Support the coordination and execution of call campaigns, appointment confirmation initiatives, and other PAC6-related outbound projects.
3. Assist in maintaining team workflows across specialty teams (Ancillary, DAS, PAC6, and Senior PSRs), ensuring issues are escalated appropriately and team leads have the resources they need.
4. Monitor intra-day call center performance and collaborate with Workforce Management to respond to spikes, adherence concerns, or PTO conflicts.
5. Partner with Training and Onboarding to ensure seamless handoffs, consistent new hire experiences, and accurate tracking of training milestones.
6. Support the development, maintenance, and version control of PAC training materials, SOPs, and call scripts to reflect workflow changes and departmental priorities.
7. Assist in internal communication and engagement efforts, including scripting updates, departmental announcements, morale initiatives, and mechanisms for gathering team feedback.
8. Coordinate with the PAC Manager on execution of special projects and process improvement pilots.
9. Actively contribute to PAC leadership meetings, sharing feedback from frontline teams and supporting data-driven recommendations.
10. Serve as an escalation point for real-time issues and collaborate with the PAC Manager on resolutions.
11. Represent the PAC Manager in their absence for meetings or operational oversight.
12. Assist in monitoring key performance indicators (KPIs) such as average handle time, service level, first call resolution, adherence, and others. Support the PAC Manager in identifying performance trends and coordinating appropriate coaching or recognition efforts.
13. Help monitor frontline adherence to P