**Primary City/State:**
Mesa, Arizona
**Department Name:**
Patient Contact Ctr Imaging
**Work Shift:**
Day
**Job Category:**
Marketing and Communications
Those who have joined the Banner mission come from all walks of life, united by the common goal: Make health care easier, so life can be better. If changing health care for the better sounds like something you want to be part of, we want to hear from you.
Banner is seeking a Call Center Associate Manager for their **Banner Imaging** department. You will be responsible for coordinating the functions of the Consumer Experience Center Scheduling Department. You must promote effective communication and perform required duties to support the clinical services and administrative duties of the department and clinics. You will need to ensure excellent customer service by way of complete and accurate patient documentation, ongoing employee training and allocation of resources. The successful candidate will need to be comfortable working remotely with minimal supervision and managing a team of 20-25 remote schedulers, building, and maintaining meaningful relationships with your team. You will need to be comfortable training, coaching, and documenting out comes with team members as needed. You will be managing daily KPI’s, troubleshoots scheduling, system issues, customer complaints, system maintenance, updates and are valuable resources to our internal and external customers. An ideal candidate should have a management background in the following, Medical Office, Healthcare or Call Center.
This role offers a multitude of opportunity to learn about the patient healthcare experience. Together with our business partners we are using technology to innovate and leverage a best in class experience for our customers. As Arizona's largest healthcare employer we are proud to share our vision of the future which makes healthcare easier so life can be better.
**Shift M-F 9am-6pm**
**H** **ospital call center and management experience will be helpful to this role.**
Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.
POSITION SUMMARY
This position provides leadership and oversight of the Patient Contact Call Center supporting scheduling, intake and various access related phone calls into the Banner Health System. This role serves both internal and external customers building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction. This position entails organizing and directing department operations, evaluating metrics to meet key performance indicators, and successfully drives change. The role is responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills. This position must also possess a proven leadership ability and collaborate across all departments and practice entities to enhance the consumer experience.
CORE FUNCTIONS
1. Responsible for smooth and efficient operation of the call center including meeting or exceeding targets, improving workflows, utilizing tools and technology to facilitate easy access to the health system and monitoring Customer Experience Center Agents performance. Understands contact delivery paths and how call volumes, call types and call complexities impact the staffing plan. Monitors service levels to meet department goals. Monitors call center metrics including abandonment rates, average speed of answer, after call workflows and quality. Identifies training needs within the team on systems relative to team specific functions and systems. Reviews and monitors call performance, quality assurance, and provides feedback to staff as necessary. Identifies opportunities for success and leads by example.
2. Provides follow up on complaints or comments from patients and key stakeholders, provides real time guidance for team members on scheduling protocols, supports leadership by identifying deficiencies and manages up as appropriate. Advocates for the best patient experience and is able to adapt and facilitate change to meet operational needs. Listens to the voice of the customer and is able to make decisions based on what is best for the customer and business.
3. Acts as a change agent to foster excellence in performance, leadership and communication. Creates opportunity for mentoring and growth, communicates goals and expectations to support a career succession path for team members. Demonstrates innovative ways to achieve business objectives and drive results by leveraging all customer channels. Demonstrates cross-functional collaboration and yields high productivity.
4. Works with leaders and human resources to recruit exceptional talent to the organization. Sets and communicates expectations for team members, administers performance reviews, participates in compensation planning as appropriate, coaches and counsels team members, identifies training needs and takes action Administers Banner Health Systems Policy and Procedures.
5. Works under limited supervision following defined procedures and holds responsibility for the performance of the assigned work group. Internal and external customers include all levels of staff in a variety of departments, physicians and their office staff, patients, families, government agencies, insurers, social services, payor organizations.
6. Maintains professional and technical knowledge by seeking continuous education and researching emerging trends in call center operations management and healthcare relevant publications.
7. Supports system implementations, technology upgrades and miscellaneous software deployment to meet employee key metrics and individual goals. Coordinates and participates in special projects as assigned.
MINIMUM QUALIFICATIONS
Requires the knowledge and business skills normally demonstrated by an Associate's Degree in Business Management or equivalent education and/or experience.
Requires a proficiency level typically achieved in three to five years in office management and/or employee supervision or leadership in healthcare or contact centers.
Demonstrated professionalism and excellent problem solving skills to ensure positive outcomes with patients, overcome challenging obstacles and effectively deal with escalated customer concerns. Ability to interact with internal customers at all levels of the organization.
Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work independently and possess strong computer skills and functional knowledge of systems and applications. Excellent organizational skills, human relations, and communication skills (written and verbal) required. Must possess the ability to think critically in stressful situations.
PREFERRED QUALIFICATIONS
Bachelor’s degree. Previous scheduling and software experience preferred. Preferred knowledge of medical terminology and knowledge of clinic practice and/or acute care operations and one of the following: scheduling, emergency notifications, food service operations, tech support, reservations, physician referral or other specialized contact center operations.
Additional related education and/or experience preferred.
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Our organization supports a drug-free work environment.
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EOE/Female/Minority/Disability/Veterans
Banner Health supports a drug-free work environment.
Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability