• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration. • Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons. • Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics. • Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement. • Translate business opportunities into clear operational and business requirements for technical delivery teams. • Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures. • Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices. • Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement. • Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization. • Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration. • Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons. • Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics. • Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement. • Translate business opportunities into clear operational and business requirements for technical delivery teams. • Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures. • Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices. • Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement. • Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization. • Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Role Description As our Patient Services Professional, you will be the welcoming voice and central administrative support, ensuring seamless patient experiences and efficient clinic operations through diverse engagements. - Expertly manage phone customer service, distribute communications, and handle patient information like demographics, insurance verification, and appointment scheduling. - Process referrals, authorizations, pre-registrations, and other clerical tasks, adapting to clinic needs while responsibly handling sensitive data. - Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). - Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy. - Assist new members with introduction to and explanation of available services, processes and availability of providers. - Update patients of the status of their referral or authorizations. - Answer, screen, and process a high volume of incoming calls in a professional manner. - Direct patient access to the practice by scheduling and canceling patient appointments for multiple providers. - Utilize and adhere to a phone script, clinical decision trees and scheduling criteria following department guidelines. - Communicate complex exam preparation instructions to patients and internal and external ordering physicians' offices. Qualifications - Exceptional communication skills. - Meticulous attention to detail. - Strong organizational skills. - System proficiency. - Proactive service and adaptability. - Responsible handling of information. Requirements - Must live in Arizona or Texas. - High School Graduate. - Experience with computer systems, including web-based applications. Preferred - 1 year of higher education, some college. - Experience in a patient-focused healthcare environment. - 1 year experience in a high volume multichannel contact center.

• Ensure a superior customer service experience for all who interact with the Call Center • Provide consultation, education, and strategic guidance related to patient questions • Triage, assess, educate, and refer within the nurse call function • Outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center • Maintain sensitive, confidential information • Document all calls and charts as appropriate