Description
THE ROLE
Remote opportunity working PST hours
Do you want to help transform Healthcare to be a best in class experience for customers? Do you want to be on the forefront of industry transformation? Are you passionate about delivering empathetic customer service? Are you highly knowledgeable on the tools, technologies and culture required to lead a best in class customer service team? As a member of the patient financial experience executive leadership, The Executive Director, Customer Solutions will be a key participant in helping drive the highest levels of customer service, lead change initiatives, implement business strategies, uncover areas of opportunity, identify and share "best practices" and roll out other productive initiatives to meet service delivery goals and objectives. The Executive Director has oversight of the customer billing service center and is responsible for successful delivery of customer experience in a shared business environment across all Providence brands. This leader is responsible for implementing operation systems, policies and procedures, including the development and improvement in order to achieve overall performance of the center. The Executive Director will be responsible for the operation including performance management, goal setting, company procedure and policy, and overall performance and customer satisfaction.
ESSENTIAL FUNCTIONS
Develop three year strategy for creating world class customer solution center to include consolidation of functions, service models, staffing plans, technology requirements and subsequent investment required.
Plans, directs, and manages growing (200 +) remote call center operations team, with a focus on customer experience, production and the creation/delivery of services to internal and external customers.
Innovates/continuously improves call center technologies and processes to streamline inbound customer calls, digital communication and warm handoffs with a focus on first contact resolution for patients supporting a positive patient experience and high level of satisfaction.
Provide strong, dynamic leadership, maintain "best in class" procedures that enable Caregivers (employees) to succeed in their roles, yet fit client needs and variable demand.
Develop, implement, and maintain effective training, Quality Assurance, and coaching programs lending to continuous improvement.
Fosters a patient-first culture, where Caregivers have a strong sense of their own importance and ability to change the lives of patients in need.
Design, negotiate and lead SLA and KPI performance for the overall performance of the contact center and caregivers.
Deliver results against a defined scope of work that includes adherence to defined KPIs, measurable ROI, strategic innovation, performance reporting and developmental goals.
Embed a performance culture, framework with periodic review of processes to achieve service levels and improvements against set targets.
Serves as a trusted partner to the executive team and assists with developing a strategy to lead the call center by allocating resources, coordinating, communicating, delegating and partnering beyond PME and throughout the Revenue Cycle.
Manage operational contact center budget and staffing targets with a focus on driving and increasing efficiencies.
Create and implement capacity planning strategies.
Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners. Use a dashboard approach to manage departmental performance.
Respond to audits and regulatory examinations to ensure appropriate risk management.
Create a positive employee experience while improving engagement and employee retention: contribute to providence culture and serve as a role model to all levels of staff.
Develops all layers of Call Center leadership, delegates responsibilities and acts as a strategic leader.
Lead operation to maintain key responsibilities including but not limited to recruiting, training, coaching, call monitoring, performance recognition and data tracking.
Implement leadership training and performance goals to direct report managers and/or supervisors in order to improve managerial skills and professional growth.
Leads people, coordinates and inspires team and achieves results under challenging circumstances.
QUALIFICATIONS
Bachelor's Degree in Business; or equivalent education/experience
Education/Experience Equivalencies: Psychology, Marketing, Communications, Customer Research, Customer Experience
10 or more years of experience working in a contact center operations environment
10 or more years of progressive experience in leadership - directly leading people
5 years of IVR/Call center flow optimization and capacity planning experience
Proven track record of success dealing with customer service and/or contact center programs with an emphasis in driving down wait times and increasing first contact resolution
About Providence
At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.
About the Team
Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment.
We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.
We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.
Requsition ID: 165561
Company: Providence Jobs
Job Category: Revenue Cycle Operations
Job Function: Revenue Cycle
Job Schedule: Full time
Job Shift: Day
Career Track: Leadership
Department: 4001 SS RC PATIENT ME ADM 1
Address: CA Irvine 3345 Michelson Dr
Pay Range: $89.84 - $162.34
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.
Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
