Presbyterian Healthcare Services

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CONTACT CENTER MANAGER

at Presbyterian Healthcare Services

Posted: 3/28/2019
Job Status: Full Time
Job Reference #: 15364
Keywords: operations

Job Description

About Us

Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system of eight hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state’s largest private employer with approximately 11,000 employees.

 

Presbyterian’s story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, employees, board members, and other volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than 700,000 New Mexicans.

 

We are part of New Mexico’s history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.

 

Job Description 

Type of Opportunity: Full Time

FTE: 1.000000

Exempt: Yes

Work Schedule: Days

Location: Rev Hugh Cooper Admin Center

 

Requirements:
*Bachelor's degree in business, finance, healthcare administration, public administration, management or a related field. 6 years of additional experience can be substituted in lieu of degree. Advanced degree in business or healthcare is preferred.
*Minimum 5 years of Call Center/Contact Center management experience
*Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
*Exceptional ability to develop and manage results-oriented recruiting and training programs
*Ability to think and plan strategically with a willingness to pursue innovative solutions
*Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
*Proven negotiation, interpersonal, written and oral communications skills
*Computer Skills: Microsoft Outlook and Word with advanced Excel skills
*Occasional travel required.

Preferred Experience
*Masters or Advanced level degree from an accredited University
*5 years experience in a leadership role in Operations (Claims, Call Center, Billing & Enrollment) of a managed care or Health Delivery System organization.
*Prior healthcare experience, especially in a health plan (HMO/Insurance) setting, with a product and operational knowledge of Medicare, Medicaid, and Commercial, combined with a background experience in verticals outside of Healthcare.

 

Summary:
The Contact Center Manager is responsible for the strategic planning, organization, development, and operations management of the enterprise-wide multi-functional Customer Service Center. Core duties include management and leadership of processes for the continuous improvement of the member, patient and provider experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. Oversight includes ability to provide unparalleled patient, member and provider experiences 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. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

 

Benefits

Benefits are effective day-one (for .45 FTE and above) and include:

  • Competitive salaries<\>

  • Full medical, dental and vision insurance<\>

  • Flexible spending accounts (FSAs)<\>

  • Free wellness programs<\>

  • Paid time off (PTO)<\>

  • Retirement plans, including matching employer contributions<\>

  • Continuing education and career development opportunities<\>

  • Life insurance and short/long term disability programs<\><\>

     

    About New Mexico

    New Mexico’s unique blend of Spanish, Mexican and Native American influences contribute to a culturally rich life>Santa Fe’s artists, and you get an eclectic mix of people, places and experiences that make this state great.

     

    Cities in New Mexico are continually ranked among the nation’s best places to work and live by Forbes magazine, Kiplinger’s Personal Finance, and other corporate and government relocation managers like Worldwide ERC.

     

    New Mexico offers endless recreational opportunities to explore, and enjoy an active life> 

    MT123

    *LI-TP1

     

    AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

     

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!