Manager Contact Center and Concierge Services-SWHR

Manager Contract Center and Concierge Services-Southwestern Health Resources-Clinically Integrated Network (SWHR-CIN)

At Southwestern Health Resources (SWHR), we believe healthcare can be more integrated, accessible, and affordable for all.

Our purpose is simple yet powerful: to build a better way to care, together.

SWHR is a patient-centered, clinically integrated network that brings together academic and community clinicians, researchers, hospitals, and ambulatory facilities.

We partner with physicians to drive a new model of value-based, high-quality, data-driven healthcare-serving everyone in the communities we touch.

By combining the strengths of UT Southwestern Medical Center and Texas Health Resources, we've built the largest provider network in North Texas, giving our team members the opportunity to make a meaningful impact at scale.

Healthcare in the U.S.

is evolving rapidly, and SWHR is committed to leading that change-moving healthcare forward, together.

Position Summary

The Manager, Contact Center and Concierge Services, is accountable for direct management and oversight of telephonic and onsite interactions with members of client employer group health plans, members of plans directly administered by SWHR, client Human Resources employees, and healthcare providers participating in both the SWHR Network and with any client group networks as well as non-participating healthcare providers servicing members.

The position maintains a focus on service levels to benefit plan members, healthcare providers, and client administration as well as provides leadership with timely reports of quality metrics and key performance indicators.

· Work location: Farmers Branch, TX

Position Duties

Manages all aspects of contact center and concierge services including workforce management, call interactions, referrals to clinical programs, benefit navigation requests, appointment scheduling and support, outreach program initiatives, onsite engagement with client personnel, network provider searches, primary care physician selections, and provider network adequacy audits.

Performs oversight of external vendors aligned with those functions.

Ensures appropriate and effective departmental goals and objectives are developed, implemented, and monitored in accordance with company standards as well as operational, contractual, and regulatory requirements.

Manages all onsite and remote contact center and concierge services staff and represents department to leadership as well as other internal and external stakeholders.

Develops and manages regular monitoring audits of contact center telephonic interactions to ensure staff maintain exemplary professional conduct, demonstrate proficient knowledge of client plan benefits and products, and adhere to organization policies as well as any contractual and regulatory requirements.

Tracks and trends the results of monitoring audits and addresses any needed system, process, or training remediations in a timely fa...