Director, Referral and Contact Center, Full Time Exempt, Central California Network
Apply NowCompany: Adventist Health System Sunbelt, Inc
Location: Reedley, CA 93654
Description:
Job Description
Lying just inland between the State's coastal mountain ranges and the Sierra Nevada Mountains, Adventist Health Reedley has been serving the Central Valley since 2011. We are comprised of a 49-bed acute care hospital and 60 clinics in 27 rural communities with primary and specialty care services. Reedley is a perfect location for outdoor enthusiasts as it is located in the central San Joaquin Valley portion of California, close to Yosemite, Sequoia and Kings Canyon National Parks. In addition to the beautiful landscape, it also offers a great cost of living and close-knit communities.
Job Summary:
Assumes responsibility for the strategic planning and execution of the referral and contact center operations. Plans, directs, coordinates, and oversees all activities and associates for network centralized contact center, consisting of the ambulatory and imaging referrals process and a comprehensive call/contact center. Develops and manages programs designed to improve care access and increase market share. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Supervises and directs the activities of various levels of assigned personnel using both professional and supervisory discretion and independent judgment.
Job Requirements:
Education and Work Experience:
Essential Functions:
Organizational Requirements:
Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October-March each year), COVID-19 vaccine (required in CA, HI and OR) etc., as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.
About Us
Adventist Health is a faith-based, nonprofit, integrated health system serving more than 100 communities on the West Coast and Hawaii with over 440 sites of care, including 27 acute care facilities. Founded on Adventist heritage and values, Adventist Health provides care in hospitals, clinics, home care, and hospice agencies in both rural and urban communities. Our compassionate and talented team of more than 38,000 includes employees, physicians, Medical Staff, and volunteers driven in pursuit of one mission: living God's love by inspiring health, wholeness and hope.
Lying just inland between the State's coastal mountain ranges and the Sierra Nevada Mountains, Adventist Health Reedley has been serving the Central Valley since 2011. We are comprised of a 49-bed acute care hospital and 60 clinics in 27 rural communities with primary and specialty care services. Reedley is a perfect location for outdoor enthusiasts as it is located in the central San Joaquin Valley portion of California, close to Yosemite, Sequoia and Kings Canyon National Parks. In addition to the beautiful landscape, it also offers a great cost of living and close-knit communities.
Job Summary:
Assumes responsibility for the strategic planning and execution of the referral and contact center operations. Plans, directs, coordinates, and oversees all activities and associates for network centralized contact center, consisting of the ambulatory and imaging referrals process and a comprehensive call/contact center. Develops and manages programs designed to improve care access and increase market share. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Supervises and directs the activities of various levels of assigned personnel using both professional and supervisory discretion and independent judgment.
Job Requirements:
Education and Work Experience:
- Bachelor's Degree or equivalent combination of education/related experience: Required
- Master's Degree: Preferred
- Seven years' technical experience: Preferred
- Five years' leadership experience: Preferred
Essential Functions:
- Assumes responsibility for designing operational strategies to ensure high levels of customer service and operational efficiencies in the network contact center. Identifies, measures and reports on benchmarked performance outcomes related to referral processing, appointment scheduling and call answer/completion/response times. Performance metrics include call efficiency, low abandonment rate, high conversion rates, 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.
- Develops strategic programs and tactics designed to improve care access for patients and increase market share. Leads expansion of current call center to support one centralized contact number for all rural health and foundation clinics. Develops strategy to incorporate in-bound referrals from out of network, market medical offices
- Collaborates with relevant stakeholders, including but not limited to, physicians, department operations leaders and others, to develop and comply with organizational policies and procedures related to timeliness of service for patients.
- Manages, directs, and leads the departmental staff to ensure maximum productivity and efficiency. Develops and maintains effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
- Plans/monitors/maintains FTE, capital, and operational budgets. Reviews department systems, concerns, budgets and goals.
- Performs other job-related duties as assigned.
Organizational Requirements:
Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October-March each year), COVID-19 vaccine (required in CA, HI and OR) etc., as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.
About Us
Adventist Health is a faith-based, nonprofit, integrated health system serving more than 100 communities on the West Coast and Hawaii with over 440 sites of care, including 27 acute care facilities. Founded on Adventist heritage and values, Adventist Health provides care in hospitals, clinics, home care, and hospice agencies in both rural and urban communities. Our compassionate and talented team of more than 38,000 includes employees, physicians, Medical Staff, and volunteers driven in pursuit of one mission: living God's love by inspiring health, wholeness and hope.