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Job Overview

The Director of Contact Center (CSOL) Process Enablement provides leadership, operations oversight and has accountability for identifying, implementing strategies and tactics to deliver exceptional customer experience, efficient process design, effective change management, continuous improvement, visibility to performance and sustainable outcomes. This position will work closely with CSOL leadership and teams, business and IT resources to research modern solutions and recommend and design appropriate methodology utilizing automation, self-service and agent assisted workflows with a goal to create reliable and trusted service and solutions while improving customer experience and reducing operational costs. This position is responsible for ensuring that all relevant information, applications and data flow is collected and inspected to analyze contact reason trends, quality assurance insights, customer satisfaction metrics, and conduct root cause analysis and recommendations for improvement. This position will lead and/or support the implementation of solutions to ensure timely and accurate outcomes and top tier performance, and service is achieved. This position will utilize a systems approach considering needs and impact across CSol, Contact Centers and external business functions including scheduling, registration, nursing, switchboard, and customer service to ensure solutions are appropriate. This position requires thorough understanding and demonstrated successful execution of all aspects of contact center operations, contact center technology, voice-enabled and automation technology, and contact center use of EMR.

Responsibilities

+ Process Enablement: Performs environmental scanning to identify and enable automation and/or self-help workflow and technology improvements in the contact center operations. Supports and executes on or delivers the organizational strategic vision for the contact center including the full continuum of customer service.

+ Manage Execution: In collaboration with CSOL and other contact center leaders, creates plan to ensure pre-work, implementation, communication, training, reporting, identification of initial performance improvement opportunities, and transition to appropriate team for on-going performance management occur across impacted CSOL teams. Collaborates with external to CSOL areas to ensure plans are in standardized to position for optimization and consistent experience.

+ Process Improvement: Identify recurring customer and agent defects by analyzing trends, quality assurance insights, and satisfaction metrics to develop, implement and or publish process improvement cycle plans/actions and/or results.

+ Promote Collaboration and Teamwork: Builds understanding among diverse people, facilitates discussions to clarify and resolve issues, reaches mutual understanding with people having different points of view

+ Performance Management: Evaluates staff performance and provides feedback, coaching, training, support and corrective action when necessary for direct and indirect reports.

+ Manage staff: Help develop organizational structure and job descriptions to optimize staffing resources. Hires, orients, and trains management staff. Assures development of key productivity and quality standards for department processes.

+ Drives to Results: Devotes time to issues based on their business impact, changes priorities based on changing business conditions.

+ Maintains knowledge of, and complies with, all relevant laws, regulations, policies, procedures and standards.

Required Qualifications

+ B.S./B.A. in business, healthcare or related field. Four (4) years of experience in an applicable field may substitute for a Bachelor's degree.

+ 5 years combined healthcare (clinic or hospital) experience and call center experience

+ Progressive leadership with 5 of those years at manager or director level

+ Must have extensive knowledge of contact center telephony, switchboard functionality, IVR tools, quality monitoring tools, learning management system

+ Relevant experience designing and implementing automation and self-help solutions in contact center

+ Relevant experience working with CRM, Epic EMR scheduling (Cadence and Radiant), Triage Navigator, MyChart, and Cheers

Preferred Qualifications

+ Bachelor's or Master's in Healthcare, Management, or Communications degree

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract

Compensation Disclaimer

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status