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Associate Manager, Contact Center
3 months ago
**Primary City/State**:
Mesa, Arizona
**Department Name**:
Patient Meal Order Center-Corp
**Work Shift**:
Evening
**Job Category**:
Marketing and Communications
Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care - and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you.
**Location**:On-Site, Banner Corporate Center Mesa.***
**Shift: Days: 5 days/week. Alternating weekends (every other weekend). Shift HRs: 10:30am-7:00pm. Supporting a team that is open 6:00am-7:00pm, open 365 days a year.**
This position provides leadership and oversight of the Patient Contact Call Center supporting scheduling, intake and various access related phone calls into the Banner Health System. This role serves both internal and external customers building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction. This position entails organizing and directing department operations, evaluating metrics to meet key performance indicators, and successfully drives change. The role is responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills. This position must also possess a proven leadership ability and collaborate across all departments and practice entities to enhance the consumer experience.
CORE FUNCTIONS
1. Responsible for smooth and efficient operation of the call center including meeting or exceeding targets, improving workflows, utilizing tools and technology to facilitate easy access to the health system and monitoring Customer Experience Center Agents performance. Understands contact delivery paths and how call volumes, call types and call complexities impact the staffing plan. Monitors service levels to meet department goals. Monitors call center metrics including abandonment rates, average speed of answer, after call workflows and quality. Identifies training needs within the team on systems relative to team specific functions and systems. Reviews and monitors call performance, quality assurance, and provides feedback to staff as necessary. Identifies opportunities for success and leads by example.
2. Provides follow up on complaints or comments from patients and key stakeholders, provides real time guidance for team members on scheduling protocols, supports leadership by identifying deficiencies and manages up as appropriate. Advocates for the best patient experience and is able to adapt and facilitate change to meet operational needs. Listens to the voice of the customer and is able to make decisions based on what is best for the customer and business.
3. Acts as a change agent to foster excellence in performance, leadership and communication. Creates opportunity for mentoring and growth, communicates goals and expectations to support a career succession path for team members. Demonstrates innovative ways to achieve business objectives and drive results by leveraging all customer channels. Demonstrates cross-functional collaboration and yields high productivity.
4. Works with leaders and human resources to recruit exceptional talent to the organization. Sets and communicates expectations for team members, administers performance reviews, participates in compensation planning as appropriate, coaches and counsels team members, identifies training needs and takes action Administers Banner Health Systems Policy and Procedures.
5. Works under limited supervision following defined procedures and holds responsibility for the performance of the assigned work group. Internal and external customers include all levels of staff in a variety of departments, physicians and their office staff, patients, families, government agencies, insurers, social services, payor organizations.
6. Maintains professional and technical knowledge by seeking continuous education and researching emerging trends in call center operations management and healthcare relevant publications.
7. Supports system implementations, technology upgrades and miscellaneous software deployment to meet employee key metrics and individual goals. Coordinates and participates in special projects as assigned.
MINIMUM QUALIFICATIONS
Requires the knowledge and business skills normally demonstrated by an Associate's Degree in Business Management or equivalent education and/or experience.
Requires a proficiency level typically achieved in three to five years in office management and/or employee supervision or leadership in healthcare or contact centers.
Demonstrated professionalism and excellent problem solving skills to ensure positive outcomes with patients, overcome challenging obstacles and effectively deal with escalated customer concerns. Ability to interact with internal
