REQUIREMENTS

Licensure / Certification / Registration:

• Certification specializing in Six Sigma Black Belt. Licensure required relevant to state in whichwork is performed is preferred
• Certification specializing in Lean Healthcare Mgmt.. Licensure required relevant to state in whichwork is performed is preferred

Education:

• High School diploma equivalency with 5 years of applicable cumulative job specific experiencerequired, with 2 of those years being in leadership/management OR Associate’s degree/Bachelor’sdegree with 3 years of applicable cumulative job specific experience required, with 2 of those yearsbeing in leadership/management.

SKILLS & LEADERSHIP COMPETENCIES:

• Strong problem solving, critical thinking skills, decisive judgment, and the ability to work with minimal supervision
• Strong relationship building skills
• Ability to influence change
• Ability to work with virtual/remote groups

Additional Preferences:

• 5-10 years of leadership or management experience in Customer Service, or Contact Center environments supporting all aspects of operation
• Experience in other industries, such as hospitality, in addition to healthcare, is a plus
• Google suite experience preferred

RESPONSIBILITIES

The Director, Contact Center Operations, Central Scheduling & Patient Access will focus on transforming our national Contact Center by leading and supporting robust strategic initiatives for world class contact center support focusing on centralized scheduling, that elevates our mission towards compassionate care via efficient, effective, and meaningful interactions.

RESPONSIBILITIES:

• Directs the strategic plans to deliver exceptional service and consumer experience in support of our organization’s consumer experience (CX) and operational service delivery objectives
• Oversees patient access operations for designated teams and regions
• Coordinates initiatives with contact center leadership peers to work towards process standardization, where appropriate, and best practices sharing
• Partners with key departments to develop short and long range strategic plans for the service, operating and capital budgets to align with the integrated strategic and financial plan
• Partners with contact center support groups to ensure alignment between the Operations, Training, Quality Assurance and Workforce Management
• Champions a culture of teamwork, collaboration, and accountability across disciplines within the service line
• Provides leadership, coaching, tools, and tactics that support our growth and serves as the content expert to coordinate the use of human and financial resources to ensure the service line(s) operate efficiently, effectively, safely and timely
• Provides clear guidance to direct reports, communicates goals and ensures the messages are shared, where appropriate, with the rest of the team
• Partners to create and activate a strong consumer experience that builds a sense of belonging, to deliver strong retention where team members flourish and grow
• Collaborates with managers and staff to assess needs and competencies of staff including performance management, staff satisfaction, conflict management and other related issues
• Builds a strong trusted relationships with all stakeholders to enable growth, not only within the Ascension Contact Center, but especially with leaders in the markets’ supported
• Attends and partner with market leadership meetings for the Medical Groups; provide recommendations to improve access, remove barriers and address concerns
• Participates and approves contact center operational policies and standardized procedures
• Leads cross-functional teams to implement large-scale business process improvements to optimize the contact center, CX and team performance
• Develops and maintains dashboards in collaboration with finance, co-workers and business leaders to provide meaningful metrics to support the operations, and ensure performance expectation are met
• Partners with contact center peers to improve and implement scheduling standards and programs in an efficient/cost effective manner to provide a unified approach to care delivery
• Stays up-to-date on regulatory, legal, reimbursement changes, and industry trends.
  

  Ll-Remote

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