SummaryManages a high-volume call center and develops and implements plans and services that promote network growth and strategic vision. Plans, organizes, and manages all material, financial, and human resources within assigned areas. Responsible for program planning, budget development, goal development, performance improvement, and operational improvement. Establishes a culture of service excellence focusing on patient, physician, and colleague satisfaction and engagement.
Job Duties- Designs and implements goals, objectives, plans, and processes for departments to incorporate lean thinking and cost efficiencies.
- Ensures departmental services are responsive to the needs of the patient, medical staff, and inpatient and outpatient.
- Coordinates all promotional plans, marketing projects, and public relations efforts.
- Develops and monitors departmental budgets, including capital and departmental operating expense.
- Ensures quality indicators are met per program; assesses and addresses specific plans for new growth opportunities.
- Ensures that department goals are being met, assesses goal progress and when necessary, directs changes to affect desired outcomes.
- Prepares annual performance improvement report summarizing indicators, corrective action, and follow-up evaluation.
- Develops and reports on key indicators to evaluate access to and utilization of services.
Minimum Qualifications- Bachelor's Degree
- 7 years experience in a hospital, medical practice, healthcare, call center, or customer services environment with demonstrated track record of success in progressively responsible assignments in senior leadership positions. and
- 3 years improving workflow/processes and customer satisfaction.
- Demonstrated leadership and ability to inspire, develop, and engage teams in a fast-paced healthcare environment.
- Strong interpersonal skills and emotional intelligence, fostering positive relationships.
- Proven ability to coach, mentor, and develop staff to achieve performance, quality, and service excellence goals.
- Strong critical thinking and problem-solving skills, utilizing sound judgment to identify issues, evaluate options, and implement effective solutions.
- Demonstrated customer service and patient-centric mindset with a commitment to delivering an exceptional patient experience.
Preferred Qualifications- Master's Degree
- 2 years Call center management and
- 2 years medical practice operations.
- Knowledge of telecom reporting and use.
- Knowledge of call center staffing methodologies.
Additional Qualifications- Previous training in LEAN or Six Sigma.
- Previous training in scheduling, customer relations systems, or logistics software systems.
Physical DemandsLift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.
Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.
https://youtu.be/GD67a9hIXUY
Work Shift:Day Shift
Address:515 Hamilton St
Primary Location: Three City Center
Position Type:Onsite
Union:Not Applicable
Work Schedule:Monday-Friday; 8:00a-5:00p
Department: 
