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Making health care easier, so life can be better.
Senior Manager, Contact Operations
Location
Arizona
Posted
121 days ago
Salary
$30 - $50 / hour
Seniority
Senior
Job Description
Senior Manager, Contact Operations
Banner Health
• Provides leadership and oversight of centralized and decentralized contact center teams supporting scheduling, intake and various access related phone calls into the Banner Health System. • Manages the daily operations of central scheduling and pre-registration functions where applicable for hospitals and ancillary services within the enterprise. • Serves all customers by building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction. • Coaches and develops department reports, managing daily operations and monitoring standards for success. • Evaluates metrics to meet key performance indicators, and supports the organization’s leadership to drive change. • Responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills. • Monitors performance for the teams and is accountable for department success. • Participates in performance appraisals, recruitment, employee retention and compensation planning.
Job Requirements
- Knowledge, skills and abilities as normally obtained through the completion of a bachelor’s degree.
- Five years of experience in a consumer centric organization, managing large, geographically dispersed teams.
- Three years of experience in a contact center or medical environment.
- Experience as a leader of leaders and multiple teams handling complex processes.
- Background leading process improvement to maximize productivity, quality and an environment where customer-obsession can thrive is essential.
- Ability to think critically in stressful situations with effective verbal and written communication skills, presentation skills, conflict resolution skills.
- Strong interpersonal and influencing skills are required to achieve required results throughout multiple sectors of the organization.
- Must possess strong computer skills and functional knowledge of systems and applications.
Benefits
- Comprehensive benefit package
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