The Customer Experience Center (CEC) VP provides executive leadership and operational management of multiple contact center operations across the Banner Health network of care (Banner Medical Group (BMG), Banner University Medical Group (BUMG), Acute Care facility customer service, patient meal ordering, as well as all virtual contact channels). The role ensures exceptional customer satisfaction results while maintaining efficient and cost-effective operational execution. The position is responsible for strategic planning capabilities to integrate technical solutions while leading change across the enterprise. This role reports directly to the Chief Marketing Officer.
Provide executive-level leadership of the CEC contact centers to achieve key measures of success, while enhancing operating margins and delivering industry-leading Customer Satisfaction results as measured by Net Promoter Score and other satisfaction metrics.
Responsible for the leadership of centralized and decentralized contact centers servicing patients and scheduling appointments across multiple locations. Create a high-performing contact center culture of accountability with structured coaching and development, customer treatment focused training, performance management, corrective action processes, and quality assurance program management.
Drive employee engagement and development strategies to create an engaged workforce as measured by the internal employee survey and employee retention goals.
Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies, and champion the customer-centric strategy in a healthcare delivery environment.
Proactively initiate and drive change in processes, tools and capabilities. Identify training opportunities, workflow enhancements, new patient-facing capabilities, and new measurement tools.
Create a seamless infrastructure to schedule patient appointments with a consistent set of protocols and templates focused on eliminating patient safety concerns.
Collaborate with key business partners to stay abreast of service line offerings, services, and regulatory requirements.
Expert-level working knowledge of principles, practices, and operations in assigned area of responsibility as normally obtained through the completion of a Bachelor\u2019s Degree in a relevant field.
A minimum of fifteen years of progressively responsible managerial experience in designated facility, business entity or area, including a minimum of two years management level experience within a major health care organization, health system setting, or large multi-operational corporate environment in complex industries similar to healthcare. Familiarity with CRM systems desirable. Experience working in a large, highly-matrixed, integrated delivery system in a senior management level position. Proven track record of driving strategic and performance outcomes, as well as accomplishing organizational goals. Experience anticipating and responding to the needs of internal and external customers. Proven experience in managing fiscally sound, profitable, efficient, and responsible operations. Strong financial and business acumen. Knowledge of budgeting and forecasting methodologies. Skilled in effectively engaging management level staff, employees, and stakeholders in order to build partnerships, achieve strategic initiatives, and attain organizational goals; managing problems and situations where uncertainty is inherent; constructing new and innovative solutions for complex and varying problems and situations while approaching issues/problems by considering the larger perspective or context; mentoring and coaching management level staff by providing open and honest feedback that results in enhanced performance outcomes; developing and implementing strategic goals and initiatives that demonstrate a strong commitment to organizational success; effectively allocating resources in order to accomplish organizational goals; quickly assessing and assimilating organizational and industry financial dynamics in order to make appropriate decisions and act quickly on new initiatives; negotiating win-win scenarios with outside vendors/partners while representing the organization in the best possible light; developing collaborative relationships with internal and/or external strategic partners and/or other applicable parties. Leadership style and characteristics necessary to effectively perform in this role include: systems-thinker; innovative; collaborator; ability to work with teams; good listening; nonvolatile; values multiple disciplines; community visibility and leadership; and passionate about continuous improvement and providing high quality service to our customers.
Advanced degree preferred.
Additional related education and/or experience preferred.
Internal Number: 248485
About Banner Health
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.