Manager – Customer Navigation Center - HonorHealth

Overview:

Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact.

HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more.

Join us. Let’s go beyond expectations and transform healthcare together.

HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 15,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

 

This position will oversee the Specialty Scheduling teams within our busy Customer Navigation Center, located at 2500 West Utopia Road, east of the I-17, off the 101.

The Customer Navigation Center is open Monday – Friday, 7am – 5:30pm.  Typical working hours are Days/8am-4:30pm, however, Managers are expected to be available during the hours of operation as well as additional hours as necessary.

Requirements include a bachelor’s degree or 4 years' work-related experience, at least 5 years Healthcare or Business Operations experience, and minimum one (1) year in a management or leadership role within a contact/call center team.

Qualifications:Education
Bachelor's Degree or 4 years' work related experience Required

Experience
5 years Healthcare or Business Operations experience Required
1 year managing contact/call center Required

Responsibilities:Job Summary
The manager executes the vision for the operation ensuring the Customer Navigation Center meets customer and organization needs. The person in this role is continually engaged in managing and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. The manager will monitor the engagement of customers and coordinators productivity related to key business initiatives and marketing campaigns that generate new leads to HonorHealth. The manager will actively contribute to the overall company operational targets as well as the daily business decisions. In addition, find and close new revenue opportunities within the existing client base using next best action methodology. The manager will deliver results including measurable ROI, strategic innovation, performance reporting and team development. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

• Responsible for the execution of all Customer Navigation Center operations, which includes but not limited to driving and providing high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
  
• Development and administration of annual department budget to attain business goals with operational stability. Monitor business metrics, ensuring customer satisfaction, and reporting on statistical performance levels related to all aspects of the customer navigation center.
  
• Oversee the staff and ensure adequate staffing levels, inclusive of hiring/onboarding, evaluating, managing performance, coaching and developing employees ensuring employee productivity, quality of work, and alignment of goals with our mission, vision, and values. Ensure compliance with all policies, financial stewardship by being accountable for the financial integrity around development and maintenance of department budget.
  
• Lead and/or serve on cross functional network oriented teams to cross promote programs and services that tie HonorHealth key system initiatives with customer/patient healthcare needs.
  
• Coordinate analytic, strategic and technical resources to meet customer expectations and ensure satisfaction.
  
• Performs other duties as assigned.

Facility:Support ServicesDepartment:Customer Navigation CtrWork Hours:VariesShift:01 - DaysPosition Type:Regular Full-Time