Director, Contact & Scheduling Center

HARTZ Search
Published
March 4, 2022
Location
Duluth, MN, Virtual/Remote Hybrid
Category
Default  
Job Type
Active  

Description

DIRECTOR, CONTACT CENTER & SCHEDULING

ESSENTIA HEALTH

REMOTE/ HYBRID OPPORTUNITY

HARTZ Search invites you to explore an exciting opportunity with our client, Essentia Health for a Director, Contact Center & Scheduling, reporting directly to the Senior Director, Access Management.  The Director, Contact Center & Scheduling provides overall leadership across Essentia for the business management and strategic alignment of all Contact Center and scheduling functions.  Position requires high level understanding and experience of contact center technology, contact center service level metrics, and integration of technology with clinical practice in virtual settings. Position requires broad knowledge of all Essentia patient care functions, working knowledge of bedside and clinical office care delivery, a high level of internal and external customer service expertise, proven operational and operational analytical abilities, excellent communication skills, and demonstrated ability to develop and maintain positive and effective relationships with patients, physicians, corporate leaders, peers, and staff.

Essentia Health is an integrated health system serving patients in Minnesota, Wisconsin, and North Dakota. Headquartered in Duluth, Minnesota, Essentia Health combines the strengths and talents of 14,000 employees, including more than 2,100 physicians and advanced practitioners. Essentia Health, which includes many Catholic facilities, is guided by the values of Quality, Hospitality, Respect, Joy, Justice, Stewardship, and Teamwork. The organization lives out its mission by having a patient-centered focus at 14 hospitals, 71 clinics, six long-term care facilities, three assisted living facilities, three independent living facilities, five ambulance services and one research institute.

 

ADDITIONAL INFORMATION & QUALIFICATIONS:

  • Position reports to Senior Director, Access Management
    • 3 Direct Reports and up to 250 FTE’s – Managers across 3 Contact Center & Scheduling, geographically located in Essentia service markets: Minnesota, South Dakota, and Wisconsin.
  • Education: Bachelor’s degree in health care administration, nursing or equivalent directly related education or related field required. Master’s Degree Preferred
  • Experience: Minimum 2 years’ experience in call center management and 5 years’ experience in healthcare leadership
  • Experience working with Lean in process design
  • Progressive management experience including proven experience and success with implementing organizational change, operational and financial analysis, setting performance measurements, establishing budget plans, monitoring process, strategic planning, project management, program development and implementation, working knowledge of telephony and electronic information system interfaces with healthcare or nursing care delivery models, continuous quality improvement, and process improvement techniques.
  • Contact Center and omni-channel experience across patient access, customer service, scheduling, post-scheduling

 

RESPONSIBILITIES:

  • Develops and executes the strategic plan of this department to achieve successful outcomes for patients throughout Essentia while consistently supporting the Essentia strategic vision, goals, and objectives.
  • Provides leadership and operational oversight for existing services, project management, program development, and program implementation within all Contact Center and scheduling functions.
  • Develops and directs Contact Center and scheduling initiatives in support of Accountable Care Organization strategies and related population health management initiatives by partnering with leaders in Health Plans, Payer Contracting, Hospitals, Clinics, Physician Services, and Service Excellence to ensure that strategy and program integration are supported at all patient interfaces across Essentia to achieve both optimal patient satisfaction and desired financial performance.
  • Develops and sets overall Contact Center and scheduling technology strategy providing direction and recommendation for system wide technology that supports integration of Contact Center and scheduling functions across the system.

 

LOCATION: REMOTE/ HYBRID

THE CONTACT CENTERS & SCHEDULING, DIRECTOR ROLE IS A REMOTE/ HYBRID OPPORTUNITY WITH ESSENTIA HEALTH.  YOU MAY LIVE OUTSIDE OF THE SERVICE AREAS OF ESSENTIA HEALTH BUT WILL NEED TO BE WILLING TO TRAVEL TO DIVISIONS, MARKETS AND REGIONS WHEN NEEDED.

 

INTERESTED CANDIDATES, PLEASE APPLY DIRECTLY to HARTZ Search below:

Qualified candidates, please submit your current resume - applications will not be considered without a resume. Thank you!

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