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Highland General Hospital Practice Manager (Call Center) - Fairmont Hospital in San Leandro, California

The Call/Referral Center is a centralized communication/contact center located at Fairmont Hospital that serves diverse patient population of San Leandro, Oakland, and beyond. AHS is a provider of care to all patients, regardless of their ability to pay for services. We provide high quality, accessible care to our community's most vulnerable patients. The Call/Referral Center is the contact/communication center for the system-wide access to care, either as a new patient, return or referred patient for our primary care and specialty care services. Our providers and staffs are dedicated to our patients and would love to welcome others who share our mission!

We are currently recruiting for a Full Time Call/Referral Center Manager to join our team. The position would be responsible for managing the Contact center, including the coordination and oversight of all daily running’s of the Call/Referral Center. If you are interested in this opportunity, we encourage you to apply!

Duties & Essential Job Functions To Include: The following are the duties performed by employees in this classification, however, employees may perform other related duties at an equivalent level. Not all duties listed are necessarily performed by each individual in the classification.

  • Plans, organizes and manages the operations and activities of one or more health clinics or health programs, ensuring a strategy for future grown in alignment with the AHS vision, mission and strategic plan; provides financial and management expertise to ensure that all patients receive high quality, affordable and efficient care; responsible for the day-to-day activities related to access, efficiency, productivity, service experience, scheduling, billing, provider communication and quality

  • Monitors expenditures and service revenues; assists in maintaining budgetary control and meet budgeted productivity targets; develops data collection systems and prepares regular statistical and progress reports.

  • Manages the flow of the operations to ensure compliance, efficiency and patient satisfaction.

  • Makes regular rounds to units to evaluate status of operation and environment of the units and staff needs; evaluates progress of assigned areas and plans, implements and evaluates programs to meet current and anticipated needs.

  • Addresses issues raised by providers, staff, patients and other internal/external customers using LEAN and performance improvement principles; builds a culture of trust and collective problem-solving.

  • Gathers and analyzes information to determine new and ongoing resource needs; determines objectives and formulates procedures and protocols; monitors progress toward objectives; participates in the development and implementation of policies, and priorities; monitors availability and use of reference manual content.

  • Directs, supervises and coaches staff daily; ensures that all staff are operating to the top of their license and providing high-value care to patients; develops, implements and audits standard work throughout all units.

  • Regularly evaluates staff performance and maintains a culture of accountability; addresses any performance issues as needed.

  • Promotes patient and staff satisfaction; regularly evaluates satisfaction survey results and addresses areas of improvement

  • Responsible for hiring, ensuring adequate staffing and ongoing timely performance evaluations and employees’ professional growth; ensures that staff understand roles and responsibilities and maintain high performance standards.


  • Required Education: Bachelor's degree is required from an accredited college or university in Health Administration, Public Health, Business or related field.

  • Required Experience: Six years general supervisory experience with increasing responsibility in hospital, medical clinic or health program; proven track record in growing physician practice revenues and volumes; Master’s Degree in Health Administration or related field from a recognized school may substitute for two years management experience.

    Preferred Qualifications:

  • Education: Master’s degree in Health Administration, Public Health, Business or related field.

  • Experience: Epic experience, Call Center management skills, knowledgeable with a queued phone system, template standardization, Lean methodologies and strategies.

  • Bilingual is a plus!