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“Ascension” Company Details
| Company Name | Ascension |
| Rating | 3.1 / 5.0 |
| Job Type | Full-time |
| Job Position | Remote Position |
Director, Contact Center Operations Job Overview
Ability to work with virtual/remote groups.
Schedule: Full Time/8-Hour Day Shift, Monday-Friday.
What to do in Ascension company Job
Details
- Department: PreCare Experience Administration
- Schedule: Full Time/8-Hour Day Shift, Monday-Friday
- Location: Remote with quarterly travel
Benefits
Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community
- Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: Travel, PRN, Short-Term Option, etc.). Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics.
Responsibilities
The Director, Contact Center Operations, Central Scheduling & Patient Access will focus on transforming our national Contact Center by leading and supporting robust strategic initiatives for world class contact center support focusing on centralized scheduling, that elevates our mission towards compassionate care via efficient, effective, and meaningful interactions.
Responsibilities:
- Directs the strategic plans to deliver exceptional service and consumer experience in support of our organization’s consumer experience (CX) and operational service delivery objectives
- Oversees patient access operations for designated teams and regions
- Coordinates initiatives with contact center leadership peers to work towards process standardization, where appropriate, and best practices sharing
- Partners with key departments to develop short and long range strategic plans for the service, operating and capital budgets to align with the integrated strategic and financial plan
- Partners with contact center support groups to ensure alignment between the Operations, Training, Quality Assurance and Workforce Management
- Champions a culture of teamwork, collaboration, and accountability across disciplines within the service line
- Provides leadership, coaching, tools, and tactics that support our growth and serves as the content expert to coordinate the use of human and financial resources to ensure the service line(s) operate efficiently, effectively, safely and timely
- Provides clear guidance to direct reports, communicates goals and ensures the messages are shared, where appropriate, with the rest of the team
- Partners to create and activate a strong consumer experience that builds a sense of belonging, to deliver strong retention where team members flourish and grow
- Collaborates with managers and staff to assess needs and competencies of staff including performance management, staff satisfaction, conflict management and other related issues
- Builds a strong trusted relationships with all stakeholders to enable growth, not only within the Ascension Contact Center, but especially with leaders in the markets’ supported
- Attends and partner with market leadership meetings for the Medical Groups; provide recommendations to improve access, remove barriers and address concerns
- Participates and approves contact center operational policies and standardized procedures
- Leads cross-functional teams to implement large-scale business process improvements to optimize the contact center, CX and team performance
- Develops and maintains dashboards in collaboration with finance, co-workers and business leaders to provide meaningful metrics to support the operations, and ensure performance expectation are met
- Partners with contact center peers to improve and implement scheduling standards and programs in an efficient/cost effective manner to provide a unified approach to care delivery
- Stays up-to-date on regulatory, legal, reimbursement changes, and industry trends.
#Ll-Remote
#AscensionCXjobs
Requirements
Licensure / Certification / Registration:
- Certification specializing in Six Sigma Black Belt. Licensure required relevant to state in which
work is performed is preferred - Certification specializing in Lean Healthcare Mgmt.. Licensure required relevant to state in which
work is performed is preferred
Education:
- High School diploma equivalency with 5 years of applicable cumulative job specific experience
required, with 2 of those years being in leadership/management OR Associate’s degree/Bachelor’s
degree with 3 years of applicable cumulative job specific experience required, with 2 of those years
being in leadership/management.
Additional Preferences
Skills & Leadership Competencies:
- Strong problem solving, critical thinking skills, decisive judgment, and the ability to work with minimal supervision
- Strong relationship building skills
- Ability to influence change
- Ability to work with virtual/remote groups
Additional Preferences:
- 5-10 years of leadership or management experience in Customer Service, or Contact Center environments supporting all aspects of operation
- Experience in other industries, such as hospitality, in addition to healthcare, is a plus
- Google suite experience preferred
Why Join Our Team
Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.
Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.
Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.
Equal Employment Opportunity Employer
Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.
For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.
As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.
Pay Non-Discrimination Notice
Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.
E-Verify Statement
This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.
E-Verify
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