This position supervises the day-to-day operations of the center and is responsible for the centers operational performance metrics and service levels to all customers and stakeholders. This position ensures that an exceptional experience occurs for all our patients and internal clients in addition to ensuring cost effective and efficient operations.
Directs personnel actions including recruiting, new hire actions, interviewing and selection of new staff, salary determinations, training and personnel evaluations. Develops implements and communicates department goals and objectives in accordance with company standards.
Partners with management to monitor and evaluate call statistics to ensure appropriate and adequate coverage for the staff. This includes generating departmental reports to track customer service effectiveness, efficiency, productivity, and quality of the staff, as well as coordinating work activities to meet operational requirements and achieve customer satisfaction.
Participates in the development and maintenance of department policies, procedures and standards in conjunction with organizational standards.
Supervises customer service calls to observe staff demeanor, accuracy and conformity to departmental guidelines and procedures.
Effectively manages patient and other stakeholder concerns. Ensures excellent services levels to all client center stakeholders.
Requires knowledge and experience as typically obtained through the completion of an Associates Degree in a related field or equivalent combination of relevant education, technical, business or healthcare experience.
Must have proven experience working in a call center or operational setting, including developing and implementing quality improvement plans to ensure efficient operations, as well as exceptional customer service skills. Must have excellent oral, written and interpersonal communication and customer service skills to effectively interact with internal and external customers and client services team, as described above. Must have a working knowledge of personal software packages to create and generate reports, as well as retrieve and track reporting data. Must be results oriented and able to independently supervise multiple processes and activities simultaneously in a fast-paced environment.
Healthcare experience preferred.
Additional related education and/or experience preferred.
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.