Manager Contact Center

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.

Please note: This position is work from home within California, with an expectation of regular travel to offices throughout California.

Position Summary:

The Manager, Contact Center is expected to provide visionary leadership to maximize the effectiveness of all service delivery systems, financial performance, engages staff and cultivates a contact center culture that prioritizes humankindness and patient-centric care consistent with Dignity Health and the medical group's "way" and culture. Effectively manages all operational aspects of the assigned contact center(s). Works closely with staff and providers to ensure that all fiduciary and contact center goals are met. Proactively determines workload priorities through planning, coordination and managing staff and providers to meet the care center's administrative, operational and support requirements. The Manager, Contact Center has a responsibility to safeguard patient health and financial information.

Responsibilities may include:
- In collaboration with Care Center and Provider Site leadership, supports a vision and culture that reflects a patient care- focused environment. Collaborates, as appropriate, to discuss and effectively manage ongoing contact center operations and resolve operational, staff and financial issues pertaining to the contact center.
- Participates in work groups, teams, task forces and committees to support ongoing improvement in contact center operations. Provides value-added and productive input and drives continual improvement, supports standardization and streamlining, and resolves ongoing patient care issues.
- Provides effective support and resolution on contact center service-line issues.
- Analyzes program goals and objectives given current contact center service delivery trends, makes accurate short- and long-term projections to establish program needs and resource requirements; and helps to identify potential sources of funds and revenues to meet those requirements.
- Uses contact center performance metrics and other benchmarking tools to review performance on census, operational, financial, patient satisfaction, provider satisfaction, and patient safety standards. Ensures contact center meets established standards. Takes ownership of and appropriate action to improve contact center performance.
- Oversees quality of task (i.e., electronic health record) management to support patients and providers. Audits for accuracy and completeness. Reviews task routing and response times. Mentors and coaches contact center staff on areas of improvement.
- Works collaboratively with the Executive Director, Director, Clinic Operations, Project Management Office and other internal stakeholders on the successful execution of provider acquisitions. Completes assigned duties to ensure the overall transitions are completed in a manner that meets expectations and needs of the new provider(s) and staff, as well as the Quality, Risk Management, Compliance, Privacy, Physician Services, Human Resources, Finance and other internal support departments.
- Responsible for coordination and management of the contact center's financial operation budget. Ensures that patient care is achieved cost effectively. In conjunction with contact center leadership assists in the development of annual care center budget; by forecasting visits and expenses. Monitors fiscal operations on an ongoing basis. Resolves problems, issues and discrepancies in monthly financial reports.
- Forecasts the contact center's visit projections and expenditures. Monitors expenses, and analyzes variances to determine corrective action as needed. Analyzes fiscal performance to identify strategies to optimizing expenditure levels.
- Develops, analyzes, and implements processes and systems to enhance customer service. Reviews and monitors patient satisfaction trends and results. Provides mentoring and coaching to staff to enhance customer service skills and ensure patients, internal employees and providers receive excellent customer service. Responds to patient complaints; works to resolve complaints and implements proactive measures to prevent similar occurrences from occurring.

Minimum Qualifications:

- Possesses 3 years of managing contact center teams, or a combination healthcare and contact center teams, in a large and multi-site organization. Has demonstrated success in managing high performing customer contact center, or combination of healthcare and contact center, with superb customer and employee satisfaction that consistently met/exceeded operational, service, and budget goals and metrics.
- Bachelors in business or similar field or equivalent experience in a healthcare contact center. Equivalent experience should include contact center management.
- Advanced knowledge of Microsoft Excel, Access, Word, and PowerPoint.
- Possesses strong analytical skills and ability to conduct root-cause analysis on complex subjects and translate findings into appropriate action. Ability to translate organizational strategy into operational improvements. Fluent in current contact center technologies. Has experience using process improvement methodologies to developing efficient work flows, implementing quality assurance, and standardizing policies, procedures, and call center performance management. Excellent presentation, communication, organization, and conflict resolution skills and capabilities. Superior leadership skills, particularly in cultivating a high- performing, highly engaged and diverse team. Has a record of recruiting, retaining, developing, and coaching top talent.

Preferred Qualifications:

- 5 years contact center experience with 3 years in a healthcare environment preferred.
- Experience managing in a mutli- channel contact center preferred.
- Previous management experience in a union environment preferred.
- Process improvement methodology such as Lean Six Sigma preferred.