Customer Service Director

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The Director is responsible for leading and overseeing the Customer Service division within the Revenue Service Center, along with developing a high-performance team in a centralized business office.

Benefits are one of the ways we encourage health for you and your family. Our generous package includes medical, dental, and vision coverage. But health is more than a well-working body: it encompasses body, mind, and spiritual well-being. To that end, we've launched a Healthy Living program to address your holistic health. Healthy Living includes financial incentives, digital tools, tobacco cessation, classes, counseling, and paid time off. We also offer financial wellness tools and retirement planning.

This is an exempt remote / work from home position with potential periodic travel to Colorado and / or Utah. To show our commitment to you and assist with your transition into our organization, we may offer a sign-on and/or relocation bonus when applicable.

As the Customer Service Director, you will:

• Direct the operations of a remote call center environment / customer service team to ensure standardization and sharing of best practices.

• Lead the management team in planning, program development, human resource management, budget planning, customer satisfaction, patient safety, communication and compliance with regulatory agencies.

• Translate organization strategy into goals, action plans and metrics for the customer service department(s).

• Create purpose and meaning for the customer service team and clearly communicate and link purpose and meaning to organizational goals.

• Develop best practices to drive greater performance and productivity for the team.

• Develop departmental strategies to meet RSC departmental goals and KPI's.

• Actively manage vendor relationships by monitoring costs and utilization of any vendor relationships assigned to the department.

• Oversee service needs and volumes.

• Direct management team in managing staff levels and productivity and provide communication to management team and department caregivers through huddles, staff meetings and other forms of communication to relay updates regarding department updates, organizational activities, financial performance, educational opportunities, interdepartmental activities and QI activities.

• Direct human resource functions such as interviewing, selection, orientation, education/training, feedback, performance evaluation and policy and procedure development.

• Prepare the operational budgets and monitor and report the performance of the department against budget.

• Develop annual operating plans, business plans for new services and changes in the organizational structure in the department.

• Identify and drive quality and performance improvement initiatives.

• Lead the team to establish mechanisms to design, measure, maintain, and improve the performance and quality of department services.

• Ensure compliance with applicable regulatory guidelines and established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.

• Develop action plans in line with the organization's strategic initiatives and goals.

• Assume a lead role for innovation, knowledge sharing and leading practices identification.

Minimum Qualifications

• Bachelor's degree in accounting or business-related field. Degree must be obtained through an accredited institution. Education is verified.

• Eight years of progressive management or consulting experience is a healthcare environment is required.

• Five years of direct management experience of people and projects is required.

• Three years managing Pre-Access Scheduling in a large health system operating on the Epic platform is required.

• Demonstrated ability to manage assigned department function effectively with overall accountability for department outcomes, along with demonstrated leadership abilities in a team environment and able to work collaboratively with others.

• Experience in a role requiring self-directed outcomes with the ability to work with limited direct supervision and experience in a role requiring attention to detail with excellent organizational and analytical skills.

• In depth knowledge of Medicare and Medicaid regulatory requirements.

• Highly prefer 5+ years of experience in a call center environment;

• Knowledge of call management systems, call center KPIs and staffing models;

• Proven track record of delivering high levels of customer service in a fast-paced call center environment; and

• Experience establishing 3rd party vendor relationships and fostering a commitment to shared goals.

#LI-EXECRC

Physical Requirements:

Location:

Peaks Regional Office

Work City:

Broomfield

Work State:

Colorado

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$66.41 - $102.52

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.