Contact Center Director– AdventHealth Shawnee Mission 

All the benefits and perks you need for you and your family:

• Vision, Medical & Dental Benefits from Day One
• Student Loan Repayment Program
• Received Magnet® recognition from the American Nurses Credentialing Center in January 2019

 

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Exempt

Monday-Friday, standard hours

Flexibility to work more than 40 hours a week depending on need.

Location: AdventHealth Shawnee Mission  

                 9100 West 74th Street, Merriam, KS 66204

 

The community you’ll be caring for:

 

At AdventHealth Shawnee Mission, formerly Shawnee Mission Medical Center, you're more than just a number on a chart. You're a whole person, who functions best when physically, emotionally, and spiritually fit. Find whole-person care, dedicated teams and staff, and a wide variety of medical services, all at our hospital in Shawnee Mission, Kansas.

 

The role you’ll contribute:

The Director will lead the delivery of centralized service line(s) within the Consumer Experience Center (CxC). In partnership with the CxC Vice President, they will maintain administrative responsibility for the organization, direction, and management of nonclinical CxC services. This includes being accountable for service delivery and quality performance within a rapidly growing centralized enterprise and ensuring each service’s ability to meet established key performance indicators to support access and an optimal consumer experience.

The Director will serve as a subject matter expert on their respective service(s) and general contact center operations. This position is responsible for building trusting relationships and partnering with leaders in the CxC and the markets/functional areas supported by the CxC to continually improve service delivery. The Director will champion process improvement and change management efforts, and partner with others to complete projects that drive rapid and sustained development. The Director will participate in relevant implementations and optimizations for services, maintaining a clear understanding of the organization and intersection of the CxC with other AdventHealth services.
This role requires excellent communication and presentation skills to successfully engage and collaborate with senior leaders and physicians

The value you’ll bring to the team:

• Demonstrate through behavior AdventHealth’s mission, vision, values and service standards as outlined in the organization’s Whole Care Experience training
• Create an environment that assures the productivity, performance, and well-being of each employee in the department
• Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives
• Set direction for ongoing development and optimization of operations; ensure performance and all initiatives are aligned with organizational goals
• Participate as a key leader in the activation of new CxC services
•  Liaise between the markets and/or functional areas and CxC for the continued partnership and improvement of services
• Collaborate with CxC, functional, market, and technology leaders to further digitalize and optimize CxC functions as well as develop new services that support AdventHealth’s mission and strategic imperatives
• Maintain competence, oversee centralized support, and monitor volume and performance for the assigned functional area(s).

Qualifications

The expertise and experiences you’ll need to succeed:

· Ability to articulate the mission of AH and the CxC
· Experience and proven track record with large-scale change management in a healthcare setting
· Proven team builder with experience in developing organizational culture
· Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
· Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions
· Responsive to ever-changing healthcare landscape
· Demonstrated interpersonal, customer relations, and communication skills
· Ability to lead or facilitate training and education
· Personal integrity and an ability to work under stress
· Strong organizational and coordination skills
· Proficiency in Microsoft Suite programs and Adobe
· Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems

KNOWLEDGE AND SKILLS PREFERRED:
· Demonstrated ability in working successfully across multiple departments

EDUCATION AND EXPERIENCE REQUIRED:
· Bachelor’s degree
· 7 years of relevant, manager/director level experience

EDUCATION AND EXPERIENCE PREFERRED:
· Master’s degree in business administration, healthcare management, or associated field
· Experience in contact center leadership and management
· Experience within AdventHealth

SUPERVISORY RESPONSIBILITIES
The Director maintains direct supervision over management staff and indirect supervision over front-line, leads, and supervisory staff.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

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