Manager, Patient Access & Care Team
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Posted: 10/20/2026
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Advocate Aurora HealthCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing contact center teams, focusing on performance outcomes, service quality, and customer experience. Skilled in coaching, training, and developing team capabilities while ensuring compliance with ethical standards and operational protocols.
Highest-signal resume keywords
LeadershipPerformance ManagementCoaching And DevelopmentOperational PlanningRegulatory Compliance
About the role
Key responsibilities & impact- Provide day-to-day leadership for contact center teams, including supervisors/leads as applicable
- Own performance outcomes and drive service level, quality, productivity, and customer experience targets
- Develop team capabilities and future leaders through coaching, training, and professional development planning
- Develop and execute staffing and operational plans; adjust priorities for volume, workload, and resource constraints
- Ensure calls and requests follow documented standards, protocols, and regulatory/privacy requirements; escalate complex matters
- Partner with operational and practice/business stakeholders to align workflows, resolve issues, and deliver an extension-of-the-business service experience
- Coach, develop, and engage teammates through onboarding, training, performance management, feedback, recognition, and accountability
- Promote an inclusive, respectful work environment supporting collaboration, communication, and continuous improvement
- Use operational reporting and data analysis to identify trends, root causes, and improvement opportunities; implement corrective actions
- Lead or support process, system, and technology changes; coordinate with peers to maintain consistency
- Identify cost-saving opportunities and monitor overtime, temporary staffing, and supply usage
- Design and direct team work; select, coach, and develop team members; set expectations and manage performance
- Develop and/or recommend operating and capital budgets and control expenditures within approved objectives
- Ensure compliance with the organization's Code of Ethical Conduct, policies, regulations, and applicable laws
Requirements
What you’ll need- Typically, a bachelor’s degree or equivalent knowledge depends on the discipline
- Minimum of three years in the functional area
- Previous supervisory experience, project management, and/or responsibility for critical initiatives
- Must be able to meet essential functions with or without reasonable accommodation, including functional vision, touch, speech, hearing, and manual dexterity
- High-speed internet and a private at-home workspace required to support job duties and protect PHI
- Ability to remain seated for extended periods
- Ability to operate standard office and remote-work equipment
- Must adhere to the organization's Code of Ethical Conduct and applicable policies, regulations, and laws
Benefits
Comp & perks- Benefits Eligible
- Premium pay such as shift, on call, and more based on a teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
- High-speed internet and a private at-home workspace are required; equipment provided
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisBudget ManagementProject ManagementPerformance MetricsProcess Improvement
Soft Skills
CommunicationCollaborationProblem-SolvingInclusivityFeedback
Tools & Technologies
Operational Reporting ToolsRemote Work Equipment
Industry Keywords
Contact Center ManagementCustomer ExperienceQuality AssuranceEthical ConductWorkforce Management