Under the direction of the BSWH Senior Vice President of Revenue Cycle, the Vice President of Contact Center Operations manages and optimizes operations of the contact center function. The position is responsible for building a world-class contact center team, ensuring an efficient and consistent set of processes and procedures, and driving initiatives that create a "customer for life" experience. The essential functions of the role include the following:
- Work with operational teams, IT leadership, and digital health to optimize and integrate the technology required to support the contact center
- Maintain close, collaborative relationships with groups across the organization including nursing, marketing, revenue cycle and digital health
- Develop strategies to ensure the customer experience in the contact center is consistent with overall company strategy and values, and drive initiatives that maintain this alignment
- Understand the key touch points in the patient's journey with BSWH and what capabilities are required to deliver a seamless and consistent experience
- Review key performance indicators (KPIs) and drive corrective and improvement actions based on KPI data
- Develop communication mechanisms and forums for sharing KPIs and strategic initiatives within the contact center with key organizational stakeholders to ensure alignment and transparency
- Lead and direct operational teams (including training, knowledge management, workforce planning, quality management, performance management, etc.) within the contact center
- Develop and oversee the contact center operating budget as it relates to staffing, technology, real estate, and other categories
- Foster a team and environment that provides extraordinary service for our customers
- Build and maintain strong relationships with providers and clinic operators to best serve the needs of the patients
The contact center will serve the "contact and service" needs of BSWH patients across their lifecycle, including finding a doctor, appointment scheduling and registration, referral processing, prescription refill and questions, medical inquiries through nurse triage, billing / insurance questions and financial counseling. The contact center will operate as a single enterprise function with a footprint in both the North Texas and Central Texas divisions given the current hospital and clinic operations in these areas.
The ideal candidate will be able to navigate within BSWH to integrate with other contact center functions, e.g. Patient Transfer, Quality Alliance and Health Plan to establish a single governance and operating structure. There will be a heavy emphasis on change management throughout the organization (e.g., responsible for consolidating staff, orienting regional staff to a centralized operating model) and the ideal candidate will be a proven veteran in this critical elemen t.
MINIMUM QUALIFICATIONS:
- Bachelor's degree required
- 8 years of related experience required
IDEAL QUALIFICATIONS:
- Proven experience in the change management process
- Proven experience in managing customer service environment within healthcare
- Demonstrated ability to develop and implement process enhancements and efficiencies
- Ability to demonstrate detailed knowledge of customer service systems and processes
- Experience working with physicians and other providers in a healthcare environment
- Excellent communication, leadership, management, team-building, and organizational skills
- Consulting experience is a plus
- Strong analytical/problem solving skills
- Ability to communicate clearly, concisely and assertively (written and orally)
- Ability to speak effectively before groups of customers or employees of organization
- Ability to drive stakeholder alignment on a common vision and execution plan
- Results oriented with a focus on achieving overall business objectives
- Knowledge of Epic, Excel, Word, Outlook, CRM and Data Warehouse reporting
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