Call Center Contact Center Supervisor

Banner Health Phoenix, AZ
Health care is changing, and it's our goal to create a new model to answer America's health care challenges today and in the future. Our passionate and talented teams will be the change on the health care landscape in our communities – big and small. If taking access and delivery from complex to easy, from costly to affordable and from unpredictable to reliable sounds interesting to you, we want to hear from you.

The Patient Experience Contact Center (PECC) team works hand in hand with BMG health centers utilizing Banners mission, vision, and values. Patient Access Care Specialists are the first point of contact that the patient experiences prior to their appointment. We schedule for a variety of different primary care such as Family Medicine, Internal Medicine, Pediatrics, Behavioral Health, and a few specialty providers that sit within the health centers.

The Contact Center Supervisor for AZ East provides leadership and oversight of the Patient Contact Call Center supporting scheduling, intake and various access related phone calls into the Banner Health System. In this role, you will support leadership and serve both internal and external customers, building relationships across the organization to promote engagement and increase customer, employee, and physician satisfaction. You will organize and direct department operations, evaluate metrics to meet key performance indicators, and successfully drive change. You will responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills. You must also possess a proven leadership ability and collaborate across all departments and practice entities to enhance the consumer experience.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options so you can focus on being the best at what you do and enjoying your life.

About Banner Health Corporate

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

About Banner Health

Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

Job Summary

The Contact Center Supervisor provides leadership and oversight of the Patient Contact Call Center supporting scheduling, intake and various access related phone calls into the Banner Health System. This role supports leadership and serves both internal and external customers building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction. This position entails organizing and directing department operations, evaluating metrics to meet key performance indicators, and successfully drives change. The Supervisor is responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills. This position must also possess a proven leadership ability and collaborate across all departments and practice entities to enhance the consumer experience.

Essential Functions

* Responsible for smooth and efficient operation of the call center including meeting or exceeding targets, improving workflows, utilizing tools and technology to facilitate easy access to the health system and monitoring Access Care Agent performance. Identifies training needs within the team on systems relative to scheduling, authorization and intake/registration systems. Supports system implementations, technology upgrades and miscellaneous software deployment to meet employee key metrics and individual goals.

* Provides follow up on complaints or comments, answers questions, supports leadership by identifying deficiencies and manages up as appropriate. Reviews and monitors call performance, assurance and provides feedback to staff as necessary. Identifies opportunities for success and leads by example. Mentors, coaches and develops team members towards success to promote a highly engaged team environment while maintaining a consumer and patient-centric operation. Facilitates coordination of resources, manages schedules and provides solutions to day to day challenges.

* Acts as a change agent to foster excellence in performance, leadership and communication. Creates opportunity for mentoring and growth, communicates goals and expectations to support a career succession path for team members. Demonstrates innovation ways to achieve business objectives and drive results. Identifies opportunities and implements change to maintain high performing teams. Demonstrates cross-functional collaboration and yields high productivity. Advocates for the best patient experience and is able to adapt and facilitate change to meet operational needs. Listens to the voice of the customer and is able to make decisions based on what is best for the customer and business.

* Understands contact delivery paths and how call volumes, call types and call complexities impact the staffing plan. Monitors service levels to meet department goals. Monitors customer feedback and meets call center metrics including abandonment rates, average speed of answer, after call work flows and quality.

* Works with leaders and human resources to recruit exceptional talent to the organization. Sets and communicates expectations for team members, administers performance reviews, participates in compensation planning as appropriate, coaches and counsels team members, identifies training needs and takes action. Administers Banner Health Systems Policy and Procedures.

* Maintains appropriate knowledge of state, federal and local guidelines related to patient confidentiality, labor regulations and other contractual obligations. Works with leader and appropriate Human Resources business segment to maintain departmental integrity and compliance.

* Maintains professional and technical knowledge by seeking continuous education and researching emerging trends in call center operations management and healthcare relevant publications.

Minimum Qualifications

Knowledge, skills and abilities as normally obtained through the completion of an Associates Degree and 3-5 years of contact center experience, including 2 years of experience managing large, disparate teams and experience in a physician office, clinic or similar setting.

Ability to inspire, promote excellence and drive change. Demonstrated leadership and professionalism at all levels of the organization.

Must possess the ability to think critically in stressful situations, effectively communicate both written and verbal, and strong computer skills and functional knowledge of systems and applications.

Preferred Qualifications

Bachelors degree, previous scheduling and software experience preferred. Preferred knowledge of medical terminology and knowledge of scheduling, clinic practice and acute care operations.

Additional related education and/or experience preferred.