Providence Health & Services Director Call Center Operations PSJH in Montana
Providence St. Joseph Health is calling a Director Call Center Operations. This position works 100% remotely and is open to candidate s residing in Alaska, Washington, Montana, Oregon, or California.
Applicants that meet qualifications will receive a text with additional questions from our Modern Hire system.
We are seeking a Director Call Center Operations who will lead a shared service unit supporting all PH&S markets at an enterprise level. Our objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (Know me, Care for me, Ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.
The Director will oversee the inbound/outbound operation to ensure that everyday tasks are running well and are enabling achievement of established goals as measured by a specific set of KPI measurements. This leader will inspire and motivate front-line teams to perform the work to the best of their abilities by fostering a positive work environment that caregivers can trust and respect. This role is responsible for promoting and paving the way for continuous improvement, organized workstreams while achieving desired level of KPI performance.
In this position you will have the following responsibilities:
Use data driven methodologies to drive service delivery improvements, as measured by patient yield, call center KPIs, internal and external customer satisfaction and various service channel outcomes to both maintain and improve performance.
Lead team of Managers to successfully deliver high quality, customer-focused, cost effective and efficient service to PH&S internal and external customers.
Oversee a remote and decentralized staffing environment across multiple locations with multiple technology tools (EPIC instances, ADT systems).
Promote accountability and teamwork through leadership and strong communications amongst peers, subordinates and across the call center organization.
Maintain client relationships with PH&S market leaders and ensure SLA performance via regular performance calls.
Consistently monitor staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands.
Oversee, coordinate, and monitor outbound calls using dialer technology to request payment of account balances, negotiate payment plans or utilize other account resolution methods while achieving established call quality standards.
Participates in development of budget and execute on expense plan.
Consistently develop and deliver patient yield and productivity improvements to streamline operations to be more efficient on a unit and total expense basis.
Develop and execute strategy to drive optimal customer experience for internal market stakeholders, while remaining aligned with, and accountable to, the Revenue Cycle and PME leadership teams.
Maintain strong relationships and manage expectations with both internal and external customers.
Facilitate problem resolution with other PH&S departments and drive to positive outcomes.
Act as a liaison between Support and Technology departments for complex technical issues.
Communicate compliance and all other critical customer concerns to Department Director while working to document and resolve as a given situation warrants and offers.
Promote a culture of adapting to new scenarios enabling the operation to handle day to day surprises with minimal disruption.
Required qualifications for this position include:
Bachelor's Degree in Business or related field -OR- 10 of equivalent education/experience .
10 years Leadership experience
5 years Working in a call center environment
2 years Leadership in an Epic environment.
About the department you will serve.
One Revenue Cycle (ORC) is the name adopted to reflect the Providence employees who work throughout Providence in revenue cycle systems and structures in support of our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. ORC’s objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (know me, care for me, ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Non-Clinical Director/Executive
Other Location(s): Montana, California, Washington, Oregon, Alaska
Req ID: 323586