Mgr - Business Development (Contact Center)

Stanford Health Care•Newark, NE

2d•$67 - $88

About The Position

Reporting to the Executive Director, the Operation Development Manager is responsible for coordinating, implementing, and managing identified programs and strategic initiatives to grow the Enterprise Contact Center. This position collaborates with hospital clinics and stakeholders on new initiatives and programs to support the long-term organizational goals and to enhance and expand the contact center services. This position will be responsible for providing value-added services for all operation and business development related activities within the Enterprise Contact Center and will collaborate with business and operational staff and leaders to ensure programmatic success and effective communication across the department and organization.

Requirements

Bachelor's degree in a work-related field/discipline from an accredited college or university.
Five (5) years of progressively responsible and directly related work experience.
Ability to communicate effectively, both orally and in writing.
Ability to develop financial budgets and manage expenses.
Ability to develop long-range business plans and strategies.
Ability to foster effective working relationship and build consensus.
Ability to mediate and resolve complex problems and issues.
Ability to provide leadership and influence others.
Knowledge of local, state, and federal regulatory requirements related to areas of functional responsibility.
Knowledge of principles and practices of organization, administration, and fiscal and personnel management.
Knowledge of the marketing and business development design principles, program development, assessment methodologies, and metrics.

Responsibilities

Acts as a thought partner to ECC, Patient Experience, and Ambulatory leadership teams in identifying key priorities and strategic topics for ECC.
Provides strategic guidance, ad hoc to ECC Leadership, including operations and shared services, as well as non-ECC stakeholders.
Mitigates operational escalations, stalled or blocked implementations, and initiatives by proactively engaging with the appropriate stakeholders.
Identifies continuous improvement opportunities to drive business excellence; supports the operationalization of those opportunities.
Serves as a business advisory representative to key projects and programs.
Reviews projects and program requirements and determines feasibility for implementation, and whether they are within scope of ECC purview.
Identifies and monitors changing patterns of ECC operations and recommends responses.
Identifies and develops ECC growth opportunities and partners with a cross-functional team, including ECC operations, ECC shared services, and external stakeholder teams to build-out from concept to implementation.
Collaborates with clinic prospects and stakeholders to support new initiatives that will enable contact center-related transitions and programs into the ECC.
Collaborates with clinic prospects to translate strategic plans into operational plans that will meet the goals of transition to a Health System-centric contact center model
Facilitates the coordination of operational collaboration to develop roadmaps for successful transitions in leadership, oversight, key functions, or locations of transitioned teams.
Ensures programs are launched and sustained effectively through the first 3-6 months post transition.
Supports identified strategies to achieve growth in volume, improve quality and service, and/or reduced expenses.
Accesses, utilizes, and evaluates internal and external data to determine service and program competitiveness relative to selected other contact center teams.
Maintains ongoing review of performance dynamics, new programs, operational development opportunities, etc.
Partners with Business Manager and Executive Director to ensure that programs and services in the strategic contact center transition plan are appropriately supported.
Partners with Director, Access Relationships, and Patient Journey to perform warm handoff in relationship management post-go-live.