Senior Manager, Contact Operations

Banner Health • Phoenix, AZ

3d • $31 - $51 • Remote

About The Position

Banner is seeking a Call Center Associate Manager for their specialties department. You will be responsible for coordinating the functions of the Consumer Experience Center Scheduling Department. You must promote effective communication and perform required duties to support the clinical services and administrative duties of the department and clinics. You will need to ensure excellent customer service by way of complete and accurate patient documentation, ongoing employee training and allocation of resources. The successful candidate will need to be comfortable working remotely with minimal supervision and managing a team of 20-25 remote schedulers, building, and maintaining meaningful relationships with your team. You will need to be comfortable training, coaching, and documenting out comes with team members as needed. You will be managing daily KPI’s, troubleshoots scheduling, system issues, customer complaints, system maintenance, updates and are valuable resources to our internal and external customers. An ideal candidate should have a management background in the following, Medical Office, Healthcare or Call Center. Location: Remote Shift/ Day: Monday - Friday 8-5 depending on need of business Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care. POSITION SUMMARY This position provides leadership and oversight of centralized and decentralized contact center teams supporting scheduling, intake and various access related phone calls into the Banner Health System. This position also manages the daily operations of central scheduling and pre-registration functions where applicable for hospitals and ancillary services within the enterprise. This role serves all customers by building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction. This position entails coaching and developing department reports, managing daily operations and monitoring standards for success. This position evaluates metrics to meet key performance indicators, and supports the organization’s leadership to drive change. The Sr. Manager is responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills. This position must possess an accountable and collaborative leadership capability to effectively manage teams within the contact center environment. The Contact Center Sr. Manager will manage Contact Center functions, support consolidation and throughput initiatives and drive organizational transformation. (Customer/Patient).

Requirements

• Knowledge, skills and abilities as normally obtained through the completion of a bachelor’s degree.
• five years of experience in a consumer centric organization, managing large, geographically dispersed teams, including three years of experience in a contact center or medical environment.
• Experience as a leader of leaders and multiple teams handling complex processes, with a background leading process improvement to maximize productivity, quality and an environment where customer-obsession can thrive is essential.
• Ability to think critically in stressful situations with effective verbal and written communication skills, presentation skills, conflict resolution skills.
• Strong interpersonal and influencing skills are required to achieve required results throughout multiple sectors of the organization.
• Must possess strong computer skills and functional knowledge of systems and applications.

Nice To Haves

• Strong knowledge of medical scheduling, medical terminology and clinical systems and demonstrated leadership and professionalism through interactions at all levels.
• Experience with Cerner E.H.R. ambulatory and/or acute scheduling software, and experience in a physician practice office, acute care or ambulatory clinic/health center preferred, clinical knowledge and experience preferred.
• Additional related education and/or experience preferred.

Responsibilities

• Manages the operations and staff of the Central Scheduling department to achieve company goals in maximizing usage of available services time and space, and meeting departmental goals in procedural accuracy, productivity of staff, and client satisfaction of physicians and medical facilities. Ensures goals are met in the scheduling and pre-admitting processes for medical facilities throughout enterprise.
• Accountable for smooth and efficient operation of the Contact Center including meeting or exceeding targets, improving workflow, increased productivity and overall customer and patient satisfaction. Identifies barriers and challenges within the department and works to remove them with leadership and the teams they support. Understands contact delivery paths and how call volumes, call types and call complexities impact the staffing plan and customer experience.
• Prepares and maintains unit statistical reports and maintains statistics and goals by team and individual. Resolves escalations, identifies solutions to challenges and manages call performance through analysis, quality assurance audits and complete action plans to maintain a successful program. Identifies opportunities for success and leads by example. Mentor’s, coaches and develops leaders and employees towards success to promote a highly engaged team environment while maintaining a consumer and patient-centric operation.
• Schedules staff to insure appropriate staffing levels at all times, while maintaining labor expenditures within budget guidelines.
• Conducts ongoing analysis of the department and employee productivity using available statistical indicators; uses analysis results to detect developmental opportunities. Develops and updates processes and procedures as appropriate. Achieves designated production and quality goals for the unit.
• Maintains appropriate knowledge of state, federal and local guidelines related to patient confidentiality, labor regulations and other contractual obligations. Works with appropriate Human Resources business segment as appropriate to maintain departmental integrity and compliance.
• Provide leadership of the Central and Decentralized contact center business Segment. This role monitors performance for the teams and is accountable for department success. The Sr. Manager participates in performance appraisals, recruitment, employee retention and compensation planning. Responsibilities include, identification of opportunities for improvement, an innovative perspective trending analysis and process change implementation as necessary. This position builds networks with all customers, internal and external and strives to be “Be your best self”. Works independently under limited supervision. Uses leadership skills and negotiating skills to implement new processes, and to effect change through teaching and influencing skills. The work requires advanced problem solving, confidentiality, the ability to perform under time constraints. Supports strategy aligned with Banner Health initiatives, focusing on the consumer and patient experience. Strong interpersonal skills and confident ability to problem solve while promoting critical thinking among the team and those they lead. Be familiar with Voice of Customer or Net Promoter score and how it directly impacts the organizations overall success. Must be able to motivate and lead others through change for both teams that directly and indirectly report to the Contact Center.

Benefits

• Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader.
• We offer stimulating and rewarding careers in a wide array of disciplines.
• The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.
• We are proud to offer a comprehensive benefit package for all benefit-eligible positions.
• Please visit our Benefits Guide for more information.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager