1+ months

MANAGER OF PROGRAM OPERATIONS (FULL-TIME, DAYS)

University of Washington
Seattle, WA 98104

MANAGER OF PROGRAM OPERATIONS (FULL-TIME, DAYS)

Req #: 172429
Department: UW Medicine Contact Center
Job Location: Downtown Seattle
Job Location Detail: 4th & Seneca 
Posting Date: 01/21/2020 
Closing Info: Open Until Filled 
Salary: Total compensation is competitive. Salary is commensurate with experience and qualifications. 
Shift: First Shift 

The mission of University of Washington Medicine is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrows physicians, scientists and other health professionals.  UW Medicine owns or operates the following: Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Childrens University Medical Group and Seattle Cancer Care Alliance a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Childrens. The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times.

The University of Washington is proud to be one of the nations premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. This position provides opportunities to work in a fast-paced, challenging, diverse and rewarding environment.  As an employee you will enjoy generous benefits and work/life programs.  For detailed information on Benefits for this position, click here.

The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times. The Contact Center has an outstanding opportunity for a CONTACT CENTER OPERATIONS MANAGER (Full-Time, Day Shifts). The Contact Center Operations Manager is responsible for the overall performance and operations of the UW Medicine Contact Center, specifically overseeing Contact Center Representatives 2s, 3s, the Data Entry Team, the Centralized Referral Team and the Supervisors for these teams. The Operations Manager also oversees the Contact Center strategic programs, which include the Compass Program for UW Medicine donors, the Accountable Care Networks for Boeing, the School Employees Benefits Board, the Public Employees Benefits Boards, the New Patient Retention Program, the International Patient Program, and the anticipation of the CIN network. The Operations Manager will ensure processes and procedures are adhered to in delivering timely, accurate customer/patient support for our key strategic programs which facilitate revenue for UW Medicine.

Major Responsibilities:
Oversee day to day operations of the Contact Center's strategic programs and be responsible for flawless delivery of customer/patient service to internal and external clients who access the Contact Center on a daily basis.
Create a flawless referral path, to ensure patients have the optimal experience regarding their care.
Work with clinic partners to develop strong partnerships on behalf of the patient experience.
Evaluate the quality of internal and external customer interactions through both monitoring tools and data analytics and communicate results to key business partners such as the ACN stakeholders, Compass Programs, etc.
Work closely with the other members of the Contact Center Leadership team to ensure that any issues impacting performance or service are addressed in a timely manner and provide avenues for employee feedback and suggestions.
Work with the management team to ensure the highest level of patient satisfaction and loyalty, providing feedback to the management team as to how the UW Medicine Contact Center can improve its patient satisfaction through training.
Monitor departmental efficiency and performance through statistical data with respect to call volume, call abandon rate, nature of calls, etc. and provides regular statistical reports to management.
Create and ensure compliance with Contact Center guidelines including policies and procedures, daily scheduling, patient and customer satisfaction goals to drive continual gains in productivity and improved patient/customer experience.
Oversee the rollout of new work, to ensure staffing levels meet the service expectations
Use customer satisfaction goals to drive continual gains in productivity and improved patient/customer experience.
Provide leadership, coaching and mentoring to the supervisory staff.
Manage Contact Center costs and expenses and ensure adequate staffing levels to deliver service level goals.
Conduct and attend meetings/functions as a representative for the UW Medicine Contact Center.
Effectively communicate UW Contact Center process and procedure changes with clinic leadership.
Co-chair the Contact Center Equity, Diversity, and Inclusion Committee with the goal of decreasing health care disparities for the public and for supporting an inclusive environment within the department.
 
Supervisory Responsibilities:
Provide leadership to the Contact Center Customer Service Team.
Ensure quality hiring, training and retention of Contact Center staff for our strategic programs.
Manage Contact Center costs and expenses and ensure adequate staffing levels to deliver service level goals.
Have the authority to take or to effectively recommend corrective (disciplinary) action.
REQUIREMENTS:
Bachelors degree or comparable work experience that includes 5+ years in a call center environment with at least 2 years of management experience. Experience in a health care environment preferred.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.


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Posted: 2019-12-05 Expires: 2020-02-20

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MANAGER OF PROGRAM OPERATIONS (FULL-TIME, DAYS)

University of Washington
Seattle, WA 98104
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