What are the responsibilities and job description for the Director, Call Center Operations position at Providence?
Description
The Director is responsible for the administration, technology, and operations of the State Wide Contact Center for St. Joseph Heritage Healthcare. The Director will work in partnership with St. Joseph Health Marketing, Heritage Healthcare Executive Leadership, Medical Directors and Provider Relations. The Director will be responsible for the spread of the contact center to appropriate State wide Medical Staff Offices, Hospitals and clinics. Responsibilities will include the development and implementation of processes in line with the St. Joseph Health and St. Joseph Heritage Healthcare strategic goals. The future of the contact center will be one that will assist all community members, as well as St. Joseph Health Heritage patients, by offering a variety of services to include Physician referrals (all physicians on each hospital's medical staff), Class screening and event registration, General information regarding support groups/services, Situation/crisis management and Marketing campaign support. In addition, this position will be responsible for the recruitment, hiring, training and staff development.
ESSENTIAL FUNCTIONS
Responsible for the design, implementation and spread of the call center. Standardize workflows, implement technology solutions and identify service gaps that allow us to better connect patients and callers with necessary resources.
Work collaboratively with St. Joseph Health and St. Joseph Heritage Healthcare Executive and Medical Staff Leadership, IT/IS, Marketing, Provider Relations, Nurse Advice Line, Care Integration teams to ensure the implementation of the Call Center throughout the state, ensuring shared services (software and hardware) are aligned.
Provide project leadership and support to ensure quality outcomes and client engagement.
Maintain knowledge of current regulations, policies and procedures, and ensures that call center processes comply with these requirements.
Provide direct oversight of software applications within the work environment.
Develop and direct the process for collecting and reporting outcomes and quality metrics specific to the call center. Use Lean tools, process flows and visual management to identify best workflows, impact change and hold others accountable.
Maintain understanding of care delivery systems and promote services to identified patient populations while maintaining operational and capital budgets. Ensure staff has resources and support they need.
Foster a collaborative working relationship with members of the health care delivery team. Develop professional contacts within the community as well as established leaders in the industry.
Focus on patient satisfaction, loyalty and retention by providing accurate, consistent, timely and meaningful information that ensures patients are able to successfully navigate and access the comprehensive services provided by St. Joseph Heritage Healthcare’s medical groups and affiliated network.
Oversight of recruitment and selection of new staff, including training, mentoring, staff competencies, performance reviews, discipline and discharge.
Manages the daily operation of the department by providing direction, setting clear expectations, coaching and motivating direct reports in daily administration of their duties and fosters environment of continuous improvement.
Develop goals and objectives for both the department and individual employee. Devise methods for employees, individually and as a department, to obtain goals. Facilitates effective communication with department staff relative to St. Joseph Heritage Healthcare objectives and values.
Conducts staff meetings, assuring policy and procedures are adhered to and when necessary, modified to address changing strategic objectives.
Identifies problems within the department, analyzes and resolves with appropriate action.
Apply the Own It model of leadership to position responsibilities.
Serve on appropriate committees within and beyond St Joseph Heritage Healthcare and St Joseph Health.
Develop professional competence through participation in continuing educational programs.
QUALIFICATIONS
Bachelor's Degree in Business Administration, Health Care Administration, or related field
5 years of progressive leadership experience in the implementation and management of call centers, including business development, strategic planning with ability to drive innovation and take educated risks
Strong project management and operations experience
Basic computer skills including Microsoft Word, Windows, Excel, and an email system
Must be a dynamic leader, able to navigate a complex environment, with excellent verbal and written communication skills
Proven ability to effectively interact and establish immediate credibility with all levels of management, physicians, staff, patients, and community leaders
Effective influencing, negotiation, relationship-building and communication skills are essential
About Providence
At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.
About the Team
The Sisters of Providence and Sisters of St. Joseph of Orange have deep roots in California, bringing health care and education to communities from the redwood forests to the beach shores of Orange county - and everywhere in between. In Southern California, Providence provides care throughout Los Angeles County, Orange County, High Desert and beyond.
Our award-winning and comprehensive medical centers are known for outstanding programs in cancer, cardiology, neurosciences, orthopedics, women's services, emergency and trauma care, pediatrics and neonatal intensive care. Our not-for-profit network provides a full spectrum of care with leading-edge diagnostics and treatment, outpatient health centers, physician groups and clinics, numerous outreach programs, and hospice and home care, and even our own Providence High School.
We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment.
We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.
We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.
Requsition ID: 227806
Company: Providence Jobs
Job Category: Customer Service
Job Function: Administration
Job Schedule: Full time
Job Shift: Day
Career Track: Leadership
Department: 7520 PATIENT ENGAGEMENT CENTER CA HERITAGE SERVICES
Address: CA Brea 955 W Imperial Hwy
Work Location: St Jude Heritage Medical Grp-W Imperial Hwy Brea
Pay Range: $52.30 - $85.85
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.
Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Salary : $52 - $86
