ADMINISTRATOR OF CENTRALIZED SERVICES
15 hours ago
Memphis
Job Description POSITION DESCRIPTION JOB TITLE: Administrator of Centralized Services DEPARTMENT: Operations REPORTS TO: Chief Operating Officer FLSA STATUS: Exempt CREATED DATE: February 1, 2026 REVISION DATES: February 1, 2026 POSITION SUMMARY • Leads the integrated functions of Health Information Management (HIM), Referral Services, and centralized Call Center Operations to deliver compliant, efficient, and patient-centered access and information management., • Owns strategy, policy, and performance across data integrity, regulatory compliance (HIPAA, HRSA, PCMH, FTCA), referral loop closure, patient access, and service quality., • Directly supervises the HIM Supervisor, Call Center Supervisor, and Referral Coordinator Supervisor, • Partners closely with clinical operations, IT, revenue cycle, and compliance leaders. KEY RESPONSIBILITIES Health Information Management & EMR Leadership • Develop, implement, and maintain HIM policies, SOPs, and governance to ensure accurate, timely, and secure health information., • Ensure compliance with HIPAA Privacy/Security, and relevant state/federal regulations; prepare for and support audits., • Lead scanning, indexing, structured data entry, e-fax routing, and document management workflows to maintain complete patient records., • Design and manage referral workflows that ensure timely scheduling, communication, and documented closure of the referral loop., • Maintain and strengthen relationships with specialists, MCOs, hospitals, and community partners; negotiate access pathways and service-level expectations., • Implement referral tracking protocols aligned to HRSA/PCMH standards; monitor trends and recommend training or workflow changes to reduce leakage and unnecessary external utilization., • Develop dashboards and KPIs for referrals and call center operations; produce routine leadership reports and ad hoc analyses. Call Center Operations Leadership • Provide oversight for centralized call center (patient access, scheduling, triage routing, general inquiries, outbound campaigns)., • Lead the Call Center Operations Supervisor in workforce management (forecasting, staffing models, scheduling, real-time queue management)., • Set and monitor performance targets (e.g., service level, average speed to answer, abandonment rate, first-contact resolution, quality scores)., • Implement QA programs: call monitoring, calibration, scripting, and service recovery; drive consistent, empathetic patient experience., • Optimize telephony, IVR, omnichannel tools, and EMR integration, partner with IT on reliability, dashboards, and security., • Manage paper record retention, hybrid record processes, and compliant Release of Information (ROI) procedures (paper and electronic)., • Safeguard the integrity, confidentiality, and availability of PHI across systems; enforce role-based access and least-privilege., • Recruit, onboard, coach, and evaluate team members; foster a positive, inclusive, mission-aligned culture., • Establish goals, conduct performance reviews, and lead continuous improvement projects using Lean/PI methods., • Plan and manage budgets; oversee vendors and service contracts for EMR, telephony, and third-party services. JOBS THIS POSITION DIRECTLY SUPERVISES Job Title Number of Incumbents HIM Supervisor 1 Call Center Supervisor Referral Supervisor 1 POSITION REQUIREMENTS Skills: • Proven leadership across HIM/EMR, referrals, and call center/patient access operations., • Expertise with EMR administration, healthcare data standards, and reporting/analytics tools (e.g., SQL Server, SSIS/SSRS, BI dashboards)., • Knowledge of call center best practices, telephony/IVR/omnichannel platforms, and workforce management., • Strong problem solving and process improvement skills., • Interpersonal communication and mediation skills to successfully lead, motivate, and collaborate with a diverse staff in a variety of capacities throughout the organization., • Organizational skills for ensuring the completion of a large volume of work in a systematic manner., • Initiative and creativity for problem solving and pro-active improvement of the clinic operations., • Excellent computer skills, organization and project management skills. Education: • Bachelor’s degree required; Master’s degree preferred (Health Informatics, Health Administration, Business, or related field). Experience: • Progressive leadership experience in healthcare operations with direct oversight of HIM/EMR and patient access/call center functions., • Demonstrated success driving referral closure, access improvement, and data quality/compliance outcomes., • Supervisory experience leading managers and multidisciplinary teams. Licenses or Certifications: Relevant technical certifications preferred, but not required. Mental Requirements Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically. Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables. X Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention. Physical Requirements Activity Approximate % of Time Comments Sitting 60 Standing 10 Walking 20 Traveling 10 Currently not all staff are centralized at Admin, referral staff are at each health center. Travel occasionally to oversee referral staff at health centers until staff are re-centralized. 100% Page Break Approximate percentage of time spent lifting, pulling and/or pushing: 10% Maximum number of pounds required (with or without assistance): 25 lbs. Types of objects the incumbent is required to lift/pull/push: Machines and Equipment Used: Machines, Equipment, Tools Approximate % of Time Degree of Hand-Eye Coordination Required * * * * Approximate percentage of time incumbent spends in “on-the-job” travel, excluding commuting to regular work location: Working Conditions Office environment and clinic setting with some exposure to individuals with potentially contagious infections; low-moderate risk of injury OTHER REQUIREMENTS