Director, Centralized Scheduling- Full Time- West Florida Division
In partnership with other leaders, the Director will lead the organization and delivery of centralized service line(s) within the market’s Consumer Experience Center (CxC). This includes managing supervisory staff and being accountable for consistent quality performance, including the service’s ability to consistently meet established key performance indicators that support access and an optimal consumer experience.
Provides direction to Centralized Scheduling staff across the market and facilities. The Director will serve as a subject matter expert on their respective service(s) and general contact center operations. This position is responsible for building trusting relationships and partnering with leaders in the Corporate CxC and the markets/functional areas supported by the market’s CxC to continually improve service delivery, driving rapid and sustained process improvement initiatives and championing change management efforts in the teams they support. The Director will participate in relevant implementations and optimizations for services and maintain a clear understanding of the organization and intersection of the market’s CxC with other AdventHealth services. This role requires excellent communication and interpersonal skills to engage with associates and leaders alike. This position is responsible for employee hiring, training, education, development of staffing plans, and employee engagement. Creates customer service driven teams and fosters collaboration with physician and administrative colleagues. This position may require occasional travel. Adheres to AdventHealth Compliance Plan and to all rules and regulations of all applicable local, state, and federal agencies and accrediting bodies.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
Demonstrate through behavior, AdventHealth’s mission, vision, values and service standards as outlined in the organization’s Whole Care Experience training
Plans, develops, organizes, directs, and manages assigned areas. Responsible for all Centralized Scheduling outcomes in assigned areas. Identifies problems proactively for expedited resolution. Creates synergies, maintains bidirectional communication.
Acts as a liaison between Scheduling, Pre-Access, Clinical (including hospital service line and provider partners), and administrative partners within the respective market.
Accountable to meet labor and budget guidelines, flexing as needed and reducing costs where applicable. Monitors team time and attendance according to policy
Create an environment that assures the productivity, performance, and well-being of each employee in the department
Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives
Participate in the ongoing development and optimization of the market CxC operations; ensure performance is aligned with corporate and organizational goals
Collaborate with the market and/or functional area leaders for the continued partnership and improvement of the market CxC services
Conduct one on one meetings to discuss performance and provide coaching/mentorship, promoting a positive and supporting culture
Identify talent development opportunities and create customized learning paths to address individual development requirements
Maintain competence, oversee and evaluate centralized support, monitor volume and performance, and assess ongoing training and education needs for the assigned functional area(s).
Ensure appropriate staffing; maintains a successful recruitment and onboarding process.
Monitors inbound/outbound call activities and manages escalations; provides oversight for developing and maintaining workflows.
Manages Contact Center daily productivity, projects and workload balance to ensure that key responsibilities are processed to meet and/or exceed department goals in accordance with Service Level and Organizational Level Agreements. Communicates outcomes to team and leadership in a timely manner, providing accurate statistical records and reports.
Performs other duties as assigned
KNOWLEDGE AND SKILLS REQUIRED:
Mature judgement in dealing with patients, physicians, and insurance representatives
Experience and proven track record with large-scale change management in a healthcare setting
Proven team builder with experience in developing organizational culture
Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
Ability to communicate professionally, both verbally and nonverbally, and utilizes effective listening and questioning techniques
Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions
Responsive to ever-changing, fast-paced healthcare landscape
Ability to lead or facilitate training and education
Personal integrity and an ability to work under stress
Strong organizational and coordination skills
Intermediate knowledge of Microsoft programs and familiarity with database programs
Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
Demonstrated ability in successfully collaborating with multiple partners in a matrix environment
Strong problem-solving skills, with ability to handle complex scenarios
Strong people management skills, with ability to coach and provide support to team members
Ability to drive change at professional and cultural level
Ability to drive performance improvement by actively scanning for disruptive processes and pursuing partnerships to bolster team’s performance capability
KNOWLEDGE AND SKILLS PREFERRED:
Strong understanding of healthcare terminology (medical terminology)
Experience in contact center management and/or supervisory duties
Experience in a healthcare setting
EDUCATION AND EXPERIENCE REQUIRED:
Bachelor’s degree and/or higher education level or completed coursework in business or health services administration or
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.