Contact Center Manager

Lovelace Health System•Albuquerque, NM

About The Position

Join our team as a Contact Center Manager in Albuquerque, Nm. Why Join Us? Thrive in a People-First Environment and Make Healthcare Better Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being. People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for. Make Healthcare Better: We use advanced technology to support our team and enhance patient care. Get to Know Your Team: Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members, and more than 280 sites of care with over 1,800 affiliated providers across six states.

Requirements

Bachelor’s Degree in a related field
Additional years of experience may substitute for the required education on a year-for-year basis
Two (2) or more years of previous job-related experience in a healthcare environment
Two (2) or more years in a supervisory capacity

Nice To Haves

Bachelor’s degree

Responsibilities

The Manager of the Contact Center is responsible for the functionality, performance, and financial management of the centralized scheduling department.
Manages staff and ensures optimum performance and quality service is provided to achieve patient/customer satisfaction through daily operations.
Drives and encourages a positive and supportive work environment, resulting in improved employee retention rates.
Coaches and develops Supervisors and leads to ensure world-class feedback to schedulers.
Directs performance improvement activities for all services provided by the department and provides strategic direction on scheduling activities to support our outpatient physician offices.
Evaluates data and builds action plans to meet and exceed goals of Service Level, AHT, Attendance, Quality Assurance, and Attrition. Builds strong and positive relationships with department staff and clinical stakeholders.
Adheres to policies, procedures, and regulations to ensure compliance and patient safety.