System Director Contact Center Support Services

Thank you for considering a career at Mercy Health!

This is what we were meant to do – Together!

The System Director, Contact Center Services provides leadership, day-to-day management and oversight of the patient accessibility support services to ensure operational efficiency and drive continuous improvement.

Responsibilities:

Responsible for building and maintaining the patient accessibility support services to that drive operational and service excellence.

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  Quality assurance: Monitor and report on the quality of all contact center services to support contact center leaders in ensuring that services meet customer and patient expectations; partner with operational managers and supervisors to deliver quality feedback and coaching to associates
• 
  Training: Build training plans, content, and materials; deliver training to contact center associates.
• 
  Knowledge Management: Gather needed knowledge from across the ministry; track, organize, maintain, and make the knowledge accessible to associates and leaders. Partner with customer success associates and enterprise contact center liaisons to gather knowledge from internal and external customers and from BSMH shared service groups.
• 
  Reporting and Analytics: Develop, maintain, and distribute reporting and analytics to support the strategic and operational goals of the enterprise contact center program. Partner with BSMH shared analytics team to optimize business intelligence. Contribute significantly towards strategic and operational decisions based on analytical subject matter expertise.
• 
  Business analysis: Develop and maintain thorough understanding of enterprise contact center strategic roadmap, workflows, and operational needs; partner with BSMH shared service groups to ensure contact center business requirements are understood and cohesive with BSMH operations. Partnership areas include but are not limited to I&T, marketing and digital, and provider scheduling teams.

Qualifications

• 
  Required Minimum Education: Bachelor’s Degree in Business or Related Field
• 
  Preferred Education: MBA or MHA
• 
  Minimum Years of Experience: 7+ years of work experience in a healthcare-related organization, including experience implementing patient access-related initiatives
• Proven track record of ensuring resources, capabilities, and processes in place to deliver a transformation program’s objectives on-time and on budget
• Ability to communicate clearly and concisely across all levels of a healthcare organization
• Works well with physician partners
• Ability to build strong business partnerships and interact with executive-level business leaders
• Problem-solving mindset
• Enterprise contact center implementation experience
• Salesforce and/or other CRM platform experience
• Change management experience including impact assessment, stakeholder analysis, communication planning / delivery, etc.

Mercy Health is an equal opportunity employer.

We’ll also reward your hard work with:

• Great health, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• An employer-matched 403(b) for those who qualify.
• Paid time off
• Tuition reimbursement
• And a lot more

Scheduled Weekly Hours:

40

Work Shift:

Days

Department:

Behavioral Health Services

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, which is an Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.

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