Director Contact Center Process Enablement

Fairview Health Services • Saint Paul, MN

77d

About The Position

The Director of Contact Center (CSOL) Process Enablement provides leadership, operations oversight and has accountability for identifying, implementing strategies and tactics to deliver exceptional customer experience, efficient process design, effective change management, continuous improvement, visibility to performance and sustainable outcomes. This position will work closely with CSOL leadership and teams, business and IT resources to research modern solutions and recommend and design appropriate methodology utilizing automation, self-service and agent assisted workflows with a goal to create reliable and trusted service and solutions while improving customer experience and reducing operational costs. This position is responsible for ensuring that all relevant information, applications and data flow is collected and inspected to analyze contact reason trends, quality assurance insights, customer satisfaction metrics, and conduct root cause analysis and recommendations for improvement. This position will lead and/or support the implementation of solutions to ensure timely and accurate outcomes and top tier performance, and service is achieved. This position will utilize a systems approach considering needs and impact across CSol, Contact Centers and external business functions including scheduling, registration, nursing, switchboard, and customer service to ensure solutions are appropriate. This position requires thorough understanding and demonstrated successful execution of all aspects of contact center operations, contact center technology, voice-enabled and automation technology, and contact center use of EMR.

Requirements

• B.S./B.A. in business, healthcare or related field. Four (4) years of experience in an applicable field may substitute for a Bachelor's degree.
• 5 years combined healthcare (clinic or hospital) experience and call center experience.
• Progressive leadership with 5 of those years at manager or director level.
• Must have extensive knowledge of contact center telephony, switchboard functionality, IVR tools, quality monitoring tools, learning management system.
• Relevant experience designing and implementing automation and self-help solutions in contact center.
• Relevant experience working with CRM, Epic EMR scheduling (Cadence and Radiant), Triage Navigator, MyChart, and Cheers.

Nice To Haves

• Bachelor's or Master's in Healthcare, Management, or Communications degree.

Responsibilities

• Performs environmental scanning to identify and enable automation and/or self-help workflow and technology improvements in the contact center operations.
• Creates plan to ensure pre-work, implementation, communication, training, reporting, identification of initial performance improvement opportunities, and transition to appropriate team for on-going performance management occur across impacted CSOL teams.
• Identifies recurring customer and agent defects by analyzing trends, quality assurance insights, and satisfaction metrics to develop, implement and or publish process improvement cycle plans/actions and/or results.
• Builds understanding among diverse people, facilitates discussions to clarify and resolve issues, reaches mutual understanding with people having different points of view.
• Evaluates staff performance and provides feedback, coaching, training, support and corrective action when necessary for direct and indirect reports.
• Helps develop organizational structure and job descriptions to optimize staffing resources. Hires, orients, and trains management staff.
• Devotes time to issues based on their business impact, changes priorities based on changing business conditions.
• Maintains knowledge of, and complies with, all relevant laws, regulations, policies, procedures and standards.

Benefits

• Medical, dental, vision plans
• Life insurance
• Short-term and long-term disability insurance
• PTO and Sick and Safe Time
• Tuition reimbursement
• Retirement
• Early access to earned wages

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Hospitals
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees