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Executive Director, Customer Solutions Center

Company: Providence Health & Services
Location: Renton
Posted on: June 6, 2021

Job Description:

THE ROLE

The Patient and Market Experience team within Providence is looking for a savvy, energetic, customer first leader to help us create the customer service and collections center of the future. The Executive Director, Centralized Patient Service Center will work with leaders to optimize operations and elevate the patient experience across multiple touchpoints leading to increases in patient satisfaction and revenue. This role will lead a team of motivated caregivers and bring to life best practices for a distributed (home based) support model. The Executive Director, Centralized Patient Service Center will lead our modernization efforts (people, process, technology) to build a world class customer service center. This is an opportunity to be part of a team that is creating positive impact for our patients and the healthcare community by creating experiences that change people's lives for the better.

Note: The role will manage a 200 seat contact center servicing over 1.5M calls annually and responsible for collecting $7B annually.

ESSENTIAL FUNCTIONS

  • Strategically rethink the customer service and collections center with a patient and caregiver first mindset - from task orientation to patient advocate.
  • Build strategic roadmap including people, process and technology to deliver on transformation.
  • Partner with other related groups across the organization to share and implement best practices.
  • Develop robust call abatement strategy.
  • Create refreshed metrics and measurement program.
  • Implement leading management practices.
  • Strategically lead and develop team to enhance performance by setting clear accountable performance measures.
  • Be a role model and advocate for our culture - ensure leading caregiver engagement scores.
  • Drive increased collections by providing excellent, empathetic service through the patients preferred channel.
  • Use customer insight and root cause analysis to identify company-wide improvements.
  • Be accountable for identifying and providing feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities.
  • Ensure regulatory and legal compliance as appropriate.
  • Drive quality and consistency through our business processes, service offerings and across geographies/centers.
  • Demonstrate the ability to motivate and communicate with others at all levels.
  • Excellent communication and negotiation skills.
  • Able to adapt and succeed in a changing environment.
  • Evidence of well-developed leadership skills in building/developing teams, navigating complex organizations and leading change.
  • Manage the phone based collections for all EPIC single billing office instances and select non-EPIC environments.

QUALIFICATIONS

Required experience and education for this position include:

  • Bachelor's in any degree, experience or education that focuses on the study of people to include hospitality, marketing, anthropology, behavioral science etc; or equivalent educ/experience
  • More than 10 years of experience with working in a customer facing function focused on providing high quality service
  • More than 10 years of experience in healthcare, retail and/or financial services
  • Ability to effectively build relationships with customers, executive management, and other stakeholders through positive interaction and problem identification and resolution.
  • Demonstrated ability to elicit, analyze and communicate business requirements from multiple customers across disparate functions
  • Demonstrated excellent judgment and decision making skills
  • Demonstrated ability to define, develop, and analyze performance measures and metrics
  • In depth knowledge of contact center technology
  • Proven ability to effectively manage production and service based workforce.

Keywords: Providence Health & Services, Renton , Executive Director, Customer Solutions Center, Other , Renton, Washington

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