Manager Contact Center

Essential Functions

Utilizing data, develops and deploys call center design, structure, performance metrics, staffing, work flows, policies, training, and procedures in a highly complex system.

Engages and partners with Mercy Medical Group, inc leadership and Dignity Health Medical Foundation leadership to ensure alignment on priorities, metrics, and overall direction of call centers.

Organizes call centers through establishing clear job accountabilities and decision rights, delegation of duties without creating silos

Drives standardization and transformation of call centers by developing and implementing standard operating procedures, process, and documentation

Leads development of a productive and inviting culture that is patient and employee centric.

Is accountable for an ongoing and comprehensive communication strategy with Dignity Health Medical Foundation and physicians that promotes a common understanding of the call centers vision, strategy, accountabilities, and measures of success that creates opportunities for physician and staff engagement.

Anticipates future business changes, market trends, and challenges, and proactively develops and implements work plans to build and remain a world-class call center function.

Remains current on industry practices and issues, assessing and communicating their potential impact on the business

Responsible for overall performance/effectiveness of the call centers by monitoring and reporting regularly on the call centers performance and quality assurance practices, and by conducting thorough analysis, identifying and developing improvement plans based on qualitative and quantitative data and trends

Manages financial aspects and P&L budgets to drive efficiencies and continuous improvement within the call centers

Oversees workforce planning to ensure accurate forecasts, optimal staffing levels, team member productivity and quality patient service.

Leads and inspires the team in developing, documenting, and deploying best practices in the performance of all duties and responsibilities.

Works with call center staff and physicians to improve patient experience.

Developments on-going training and professional development at all organizational levels including for management.

Ensures staff are fully trained and active participants in the The MMG Way. Holds regular meetings to encourage participation in how to better align the staff with our True North and Operational Priorities.

Works effectively with IT Technology and Infrastructure to ensure hardware/software related to the phone systems meets the operational needs of the organization.

Collaborates with various Dignity Health Medical Foundation functions in driving the development of Quality Assurance programs for the call centers.

Collaborates with various Dignity Health Medical Foundation functions in the development and deployment of policies and procedures that improve patient and employee experience, limit financial risk, improve productivity, and incent and reward team members.

Collaborates with Dignity Health Medical Foundation Human Resources and other functions in the design, development, and deployment of training programs, incubation unit, new hire, continuing education requirements; work plans to deploy, metrics and measurement requirements.

In collaboration with DHMF Human Resources develops and maintains a highly effective team by recruiting, selecting, orienting, training, coaching, counseling and disciplining, rewarding, and evaluating a team a talented and diverse team.

Works effectively with project management support resources for all change and transformation projects and initiatives

Requirements:

Bachelors degree in business or similiar field 

At least 5 years of leadership experience preferably in Healthcare or large organization.

Demonstrated success in designing, building and sustaining a high performing customer centric call center with superb customer and employee satisfaction that consistently met/exceeded operational, service, and budget goals and metrics.

Welcome to CHI Saint Joseph Medical Group, a full service network of primary care services specializing in family, internal, geriatric and pediatric care serving 88 locations across central and Eastern Kentucky. CHI Saint Joseph Medical Group is dedicated to delivering customized care based on the unique needs of our patients and is recognized as a Best Place to Work in Kentucky for two years in a row (2023-2024). 

CHI Saint Joseph Health is part of CommonSpirit Health, a non-profit, Catholic health system dedicated to advancing health for all people. With approximately 175,000 team members and 25,000 physicians and advanced practice clinicians. 

Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians, advanced practice clinicians, nurses, and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2,200 care centers serving 24 states.