Provides leadership and oversight of centralized and decentralized contact center teams supporting scheduling, intake and various access related phone calls into the Banner Health System.
Manages the daily operations of central scheduling and pre-registration functions where applicable for hospitals and ancillary services within the enterprise.
Serves all customers by building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction.
Coaches and develops department reports, managing daily operations and monitoring standards for success.
Evaluates metrics to meet key performance indicators, and supports the organization’s leadership to drive change.
Responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills.
Monitors performance for the teams and is accountable for department success.
Participates in performance appraisals, recruitment, employee retention and compensation planning.

Knowledge, skills and abilities as normally obtained through the completion of a bachelor’s degree.
Five years of experience in a consumer centric organization, managing large, geographically dispersed teams.
Three years of experience in a contact center or medical environment.
Experience as a leader of leaders and multiple teams handling complex processes.
Background leading process improvement to maximize productivity, quality and an environment where customer-obsession can thrive is essential.
Ability to think critically in stressful situations with effective verbal and written communication skills, presentation skills, conflict resolution skills.
Strong interpersonal and influencing skills are required to achieve required results throughout multiple sectors of the organization.
Must possess strong computer skills and functional knowledge of systems and applications.

Senior Manager, Contact Operations

Key skills