Director of Courtesy Center
Apply NowCompany: So IL Health Care Foundation
Location: East Saint Louis, IL 62206
Description:
VISION, MISSION & VALUES:
Every employee of SIHF Healthcare is expected to uphold our vision, mission, and values. Our actions will reflect our values of Compassion, Diversity/Inclusivity, Excellence, Integrity, Respect and Stewardship creating a culture in which all individuals are treated with dignity and respect. This will result in our vision of an "Enriched health and life in a just society" through the fulfillment of our mission to build partnerships, develop safe and affordable housing, community engagement in building trust and solutions, foster economic development, provide access to comprehensive health care services, and reduce disparities.
CUSTOMER SERVICE COMPLIANCE STATEMENT:
Treat every person with dignity, respect, and kindness by listening with your full attention, address questions/concerns immediately, and accept responsibility to follow through by always doing what you say you will do. You support our customers and your team, by being patient, understanding and positive with the understanding that you are here at SIHF Healthcare for those we serve.
POSITION DESCRIPTION:
Director of Courtesy Center will take ownership in developing and implementing strategies, policies and procedures for the Courtesy Center that services patient's needs over the telephone. The Director will assemble and manage a team of Courtesy Center Specialists, directing all aspects of the center including work process, training, and development. Director will perform all required duties to facilitate the efficient operation ensuring high levels of consumer satisfaction, efficiency, and performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Create a new Courtesy Center, establishing operational procedures, recruitment and onboarding of Courtesy Specialists, arrange for training and support. Assess and anticipate patient needs, add new services as needed. Identify key performance metrics, develop methods to collect data and provide regular reports to senior leadership. Collaborate with operational leaderships to ensure alignment and support of organizational goals. Lead a team of Courtesy Center Specialists, fostering a culture of extreme ownership and excellence to deliver exceptional services and meet performance goals. Set clear goals and objectives for the team and ensure they are aligned with the overall organizational objectives. Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions as needed for service enhancement. Develop and implement strategies to provide operational efficiency and maintain high standards for customer service. Develop and implement training programs for new hires and ongoing development to enhance the skills and knowledge of the current staff. Ensure that the Courtesy Center is appropriately staffed and functions at peak efficiency. Ensure specialists have the necessary training, tools and resources to perform their roles effectively
KNOWLEDGE, SKILLS, ABILITIES:
Extensive knowledge and understanding of call center-based operations, including efficient processes, best practices, and effective application of technology. Strong analytical and problem-solving skills with the ability to analyze data to drive decisions and improvements. Excellent leadership and communication skills, with the ability to inspire and motivate teams. Demonstrated ability to drive performance improvement and achieve targets. Demonstrated ability to successfully organize, lead, and manage large team of people. Strong communication and interpersonal skills and the ability to collaborate effectively with cross-functional teams and leadership groups. Proven track record of delivering high customer satisfaction and meeting operational metric goals.
QUALIFICATIONS:
Bachelor's degree in business administration, business management, or a related field of study. Master's degree is preferred. 7+ years of experience in a call center/consumer support role with 5+ years in a leadership position. Possess a Consumer-focused mindset.
PHYSICAL DEMANDS:
Mostly sedentary work with light, physical activities. Must be able to work in a seated position for a specific length of time.
WORK SCHEDULE:
Normal work hours for this position are Monday through Friday dayshift.
COMPLIANCE STATEMENT:
Abide by the requirements of all applicable State and Federal laws.
MEDICAL HOME STATEMENT
Be aware and understand the expectations and responsibilities of the Patient Centered Medical Home. Understand role, complete relevant duties, and the requirement to maintain highest level of proficiency within scope, as part of this team-based approach in the patient care continuum.
Every employee of SIHF Healthcare is expected to uphold our vision, mission, and values. Our actions will reflect our values of Compassion, Diversity/Inclusivity, Excellence, Integrity, Respect and Stewardship creating a culture in which all individuals are treated with dignity and respect. This will result in our vision of an "Enriched health and life in a just society" through the fulfillment of our mission to build partnerships, develop safe and affordable housing, community engagement in building trust and solutions, foster economic development, provide access to comprehensive health care services, and reduce disparities.
CUSTOMER SERVICE COMPLIANCE STATEMENT:
Treat every person with dignity, respect, and kindness by listening with your full attention, address questions/concerns immediately, and accept responsibility to follow through by always doing what you say you will do. You support our customers and your team, by being patient, understanding and positive with the understanding that you are here at SIHF Healthcare for those we serve.
POSITION DESCRIPTION:
Director of Courtesy Center will take ownership in developing and implementing strategies, policies and procedures for the Courtesy Center that services patient's needs over the telephone. The Director will assemble and manage a team of Courtesy Center Specialists, directing all aspects of the center including work process, training, and development. Director will perform all required duties to facilitate the efficient operation ensuring high levels of consumer satisfaction, efficiency, and performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
KNOWLEDGE, SKILLS, ABILITIES:
QUALIFICATIONS:
PHYSICAL DEMANDS:
Mostly sedentary work with light, physical activities. Must be able to work in a seated position for a specific length of time.
WORK SCHEDULE:
Normal work hours for this position are Monday through Friday dayshift.
COMPLIANCE STATEMENT:
Abide by the requirements of all applicable State and Federal laws.
MEDICAL HOME STATEMENT
Be aware and understand the expectations and responsibilities of the Patient Centered Medical Home. Understand role, complete relevant duties, and the requirement to maintain highest level of proficiency within scope, as part of this team-based approach in the patient care continuum.