• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Salary Range: 80000-110000

Position Summary

The Department & Practice Relationship Manager acts as the primary point of contact between practice staff and the contact center. This is a key role in ensuring there are consistent and clear lines of communication between the enterprise and contact center operations management.

The Department & Practice Relationship Manager is also responsible for identifying and developing relationships with customer leaders for collaboration, knowledge obtainment, referencing, and internal and external best practice sharing. To aid in relationship development, this position is also responsible for understanding business needs and trends through completing the market analysis.

Responsibilities

Essential Duties

• Serves as a contact center representative to clinical departments for the operations management leader. Obtains regular feedback from the departments and physician practices within the assigned sphere.
• Disseminate information and communications coming from the contact center leadership amongst assigned departments and practices.
• Builds and manages relationships with practice leaders including being the point of contact for any issues they are experiencing.
• Serves as a liaison of the contact center to communicate with assigned customer contacts, business, and clinical leaders in clinical practices.
• Completes continuous training to keep up with new features or changes to the Contact Center to help educate customer contacts. Oversees the integration of new services into the contact center and expansion of existing services in partnership with the Operations leadership of the contact center.
• Assesses satisfaction and extracts key business needs/issues to address risk. Identify resources, develop, and execute plans to address gaps.
• Works to ensure Service Catalog and Knowledge Library is representative of the work done by the contact center and that existing documentation is updated appropriately. Ensures that it is reflective of any new and/or expanded services.
• Develops and implements status reporting for leadership visibility into service intake and practice onboarding progress
• Responsible for collecting and disseminating customer feedback from assigned customer contacts to the appropriate parties to assist in improving performance.
• Presents reports and data to key practice and department counterparts regarding contact center performance.
• Performs all other duties as assigned within the scope of practice and/or training.

Strategy & Project Management

• Monitors key performance indicators and supports performance improvement projects/initiatives, as needed.
• Develops and maintains a productive and collaborative relationship with departmental and clinical management, representatives, vendors, and other key partners, working to maintain service standards.
• Applies excellent project and client management skills to minimize practice onboarding time and provides transparency around processes. Collects feedback from practice stakeholders to assess and optimize the practice onboarding process.
• Participates and/or supports assigned projects and initiatives. Utilizes tools and reporting mechanisms to track progress and ensure timely communication of issues and status. Conducts research and gap analysis as needed. Provides administrative support for projects as needed.

People

• Promotes staff professionalism and mentors teams and colleagues in individual and team accountability, modeling behavior and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of industry topics.

Other

• Keeps current on all organizational, regulatory compliance, and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and ensures successful completion of all required trainings.

Minimum Qualifications

• Bachelor's Degree or combination of education and experience.
• A minimum of 4 years of related experience working in account management, relationship building, customer-facing roles, and similar duties.
• An equivalent combination of education and experience may be considered.
• Excellent organization and analytical skills, attention to detail, time management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives is required.
• Demonstrated proficiency and/or understanding of project management including executing technical and operational project activities with cross-functional teams.
• The candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
• Demonstrated proficiency in problem assessment, resolution, and collaborative problem-solving in complex, and interdisciplinary settings.
• Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.
• Ability to work independently and follow through and handle multiple tasks simultaneously.
• Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations.
• Working proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Must be a motivated individual with a positive mindset and exceptional work ethic.
• Must successfully complete systems training requirements.

Preferred Qualifications

• Prior experience in practice management is preferred.

Other Requirements

Patient Facing Competencies

Minimum Proficiency Level

Accountability & Self-Management

Level 3 - Intermediate

Adaptability to Change & Learning Agility

Level 3 - Intermediate

Communication

Level 3 - Intermediate

Customer Service & Patient-Centered

Level 3 - Intermediate

Emotional Intelligence

Level 3 - Intermediate

Problem Solving & Decision Making

Level 3 - Intermediate

Productivity & Time Management

Level 3 - Intermediate

Teamwork & Collaboration

Level 3 - Intermediate

Quality, Patient & Workplace Safety

Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

Business Acumen & Vision Driver

Level 1 - Introductory

Performance Management

Level 2 - Basic

Innovation & Organizational Development

Level 1 - Introductory

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.