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+ **All the benefits and perks you need for you and your family:**

+ Benefits from Day One

+ Paid Days Off from Day One

+ Student Loan Repayment Program *For Eligible Positions

+ Career Development

+ Whole Person Wellbeing Resources

+ Mental Health Resources and Support

+ **Our promise to you:** Joining AdventHealth is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that **together** we are even better. **Schedule:** _Full Time_ **Shift** : _M-F 9-5 PM_ **Location:** 2600 Lucien Way, Maitland, FL 32751 **The community you'll be caring for:** AdventHealth Corporate **The role you'll contribute:** The Director will lead the delivery of the Care Concierge service. In partnership with the Consumer Advocacy Executive Director, and they will maintain administrative responsibility for the organization, direction, and management of Care Concierge Services. This includes being accountable for service delivery and quality performance within a rapidly growing centralized enterprise and ensuring each service's ability to meet established key performance indicators to support access and an optimal consumer experience. The Director will serve as a subject matter expert on their respective service(s) and general contact center operations. This position is responsible for building trusting relationships and partnering with leaders in the Care Concierge and the markets/functional areas supported by the Care Concierge to continually improve service delivery. The Director will champion process improvement and change management efforts, and partner with others to complete projects that drive rapid and sustained development. The Director will participate in relevant implementations and optimizations for services, maintaining a clear understanding of the organization and intersection of the Care Concierge with other AdventHealth services. This role requires excellent communication and presentation skills to successfully engage and collaborate with senior leaders and physicians. **The value you'll bring to the team:**

+ Regularly reports and monitors key performance indicators, and partners with leaders to adjust operations accordingly.

+ Sets direction for ongoing development and optimization of operations; ensures performance and all initiatives are aligned with organizational goals.

+ Participates as a key leader in the activation of new Care Concierge services. Collaborates with technology leaders to further digitalize and optimize Care Concierge functions, and develops new services that support AdventHealths mission and strategic imperatives.

+ Oversees centralized support and monitors volume and performance in assigned areas.

+ Conducts one-on-one meetings to discuss performance and provide coaching.

+ Identifies talent development opportunities and creates customized learning paths to address individual development requirements.

+ Ensures appropriate staffing and maintains a successful recruitment and onboarding process.

+ Monitors call activities, manages escalations, and provides oversight for developing and maintaining workflows.

+ Other duties as assigned.

The expertise and experience you'll need to succeed:

+ Bachelors Degree in business administration, healthcare management, or associated field.

+ 7 years of relevant, manager/director level experience.

+ Excellent communication skills.

+ Experience and proven track record with large-scale change management.

+ Proven team builder with experience in developing organizational culture.

+ Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals.

+ Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions.

+ Responsive to ever-changing healthcare landscape.

+ Demonstrated interpersonal, customer relations, and communication skills.

+ Ability to lead or facilitate training and education.

+ Personal integrity and an ability to work under stress.

+ Strong organizational and coordination skills.

+ Proficiency in Microsoft Suite programs and Adobe.

+ Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems.

Preferred Qualifications:

+ Masters Degree in business administration, healthcare management, or associated field.

+ Demonstrated ability in working successfully across multiple departments.

+ Experience in contact center leadership and management.

+ Experience within AdventHealth.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

**Category:** Patient Experience

**Organization:** AdventHealth Corporate

**Schedule:** Full-time

**Shift:** 1 - Day

**Req ID:** 25034023

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.