The Director, Navigation Center is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for MemorialCare Patients, Families and Providers.
The role has significant levels of responsibility and accountability for operational delivery.
The Director, Navigation Center is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team. Track and monitor department performance and KPI’s.
Principal Duties and Responsibilities:
Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
Create a culture and processes which achieve the business goals and objectives with regards to their customer service
Improve Customer Satisfaction or other Customer Metric.
Establishes the Culture to Empower and Engage the Customer Service Team
Identify new tools and technologies to better service our customer ie: Patients, Families and Providers
Use Customer insight and root cause analytics to identify improvements and present these to the Senior Leadership
Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
Accountable for ensuring full regulatory compliance and legal requirements. Identifying of any potential risk issues.
Continually develop improvement and successful change projects.
Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues.
Prioritize service and customer experience within each interaction.
Ensure unforgettable guest experiences through unmatched service.
Demonstrates strong guest-focused engagement with internal staff.
Demonstrates effective communication, interpersonal, written and verbal skills.
Communicates between the Director, Manager, Staff, and other departments to resolve issues.
Acts as a resource and provides support for all staff.
Must be able to multi-task and maintain calm demeanor.
Must possess problem resolution and follow through skills.
Knowledge of managed care and the business segments.
Knowledge of report building and presenting to Leadership Team.
Help develop training tools when necessary. Help develop and/or update department Policies and Procedures as needs arise.
Track & monitor department performance and KPI’s
Responsible for tracking member complaints, physician generated patient transfers and general accountability for problem resolution
Participate in the continuous quality improvement process while maintaining a working knowledge of departmental standard operating procedures.
Oversight of system-wide integration of call solutions.
Direct responsibilities for strategic planning at the department level.
Set goals, steers department to them, and is overall accountable for the success of the Navigation Center.
Minimum 7 years’ customer services experience managing an operational customer service teams required, in a healthcare setting preferred.
Strong Strategic and customer focus with a clear understanding of the broader impacts to MemorialCare’s market.
Proven management and/or relationship management experience at a senior strategic level role.
Established track record of exceeding targets, KPI’s in quality and compliance.
Demonstrated progressive project management experience working independently as well as in a team situation meeting aggressive deadlines
Demonstrated strong follow-up skills, providing daily status reports
Knowledge of Telephony Systems/Technologies and Workforce Management
Demonstrated highly analytical, logical thinking, and problem-solving skills to resolve reported issues
Experience in WFM software/products and CRM systems
Demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.
Experienced in a healthcare environment highly preferred
Demonstrated broad understanding of key organizational systems, applications and related information technologies.
Proven display of high energy levels and tolerance of tight deadlines, time pressures, and ambiguity.
Demonstrated use of effective communication, both verbal and written, as well as interpersonal relations to achieve established goals
Demonstrated good leadership, supervision, and teamwork skills.
Bachelor’s degree or an equivalent combination of education and relevant experience required
Master’s degree a plus (MBA, MHA, etc.)
Traditional PBX knowledge and experience required (i.e. NEC, Avaya)
General Call Center knowledge and experienced preferred (i.e. Workforce Management, QA, Training, Call Monitoring, etc.)
Internal Number: MEM003400
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