Contact Center Manager
Company: One Medical
Location: Tempe
Posted on: October 10, 2024
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Job Description:
About Us One Medical is a primary care solution challenging the
industry status quo by making quality care more affordable,
accessible and enjoyable. But this isn't your average doctor's
office. We're on a mission to transform healthcare, which means
improving the experience for everyone involved - from patients and
providers to employers and health networks. Our seamless in-office
and 24/7 virtual care services, on-site labs, and programs for
preventive care, chronic care management, common illnesses and
mental health concerns have been delighting people for the past
fifteen years. In February 2023 we marked a milestone when One
Medical joined Amazon. Together, we look to deliver exceptional
health care to more consumers, employers, care team members, and
health networks to achieve better health outcomes. As we continue
to grow and seek to impact more lives, we're building a diverse,
driven and empathetic team, while working hard to cultivate an
environment where everyone can thrive. The Opportunity: As we
continue to expand and transform the primary care experience, we're
looking for energetic and passionate leaders to manage the people,
processes, and technology that make One Medical unique. As a
Centralized Services Operations Manager, you'll be responsible for
meeting One Medical patient promises of outstanding quality of
care, access, and truly patient-centered experiences at an
affordable cost. You'll execute our mission of delivering
high-quality care and service using The One Medical Performance
System (TOPS). Specifically, you'll manage the centralized services
team members and lead our operations to ensure One Medical is a
great experience for both patients and team members. You are a
strong people leader and innovative problem-solver, who is driven
to create efficient workflows and cultivate cohesive teams. You are
self-aware, a continual learner, and focus on the big picture. You
have mastered the art of customer-service, administrative work and
motivating a team or peers, especially through times of change. You
are currently looking for your next opportunity that has an
emphasis on delivering results, driving engagement and all things
people management at an organization that is transforming
healthcare. If this sounds like you, we would love to connect. What
You'll Likely Work On: Support the management of the day to day
operations of our inbound and outbound patient support center Model
the ideal team member experience through excellent on-boarding,
training, performance feedback, skills coaching, learning
opportunities and engaged career development Prepares performance
reports by collecting and analyzing centralized support specialists
data for coaching and feedback. (a team of 15+ support services
specialists) Audit interactions for quality, compliance and present
solutions to enhance patient interactions with our central teams
Lead team meetings, deliver information and drive KPI's to ensure
patient satisfaction and access to care at all times (CSAT/NPS)
Assist with the development of weekly, monthly and quarterly goals
and action plans Partners with Leadership to help determine
operational center strategies by evaluating team results and
objectives. Maintains and improves our operations by monitoring
system performance and identifying and resolving problems that
arise. Ensure patients have an amazing experience though timely
access to the care they need (pre- and post-visit administrative
tasks, messages, and calls) and provide solutions to issues with
minimal waste and friction Build an engaged team leveraging CICARE
(a framework containing the key elements of a great interaction and
effective communication that we use with patients and each other),
Active Daily Management, and Lean principles to meet patient and
team experience goals What you'll need: 5+ years relevant
experience managing high-performing teams, with at least 2 years
managing customer or patient facing support teams in a high-volume
contact center setting Strong written and verbal communication
skills Ability to remain calm and in control in all situations to
help resolve patient issue with little to no friction Advanced
customer/patient focus and service skills Proven ability to foster
strong, collaborative team-dynamics that ensure a supportive and
engaged team culture Experience developing talent through
mentorship and coaching, consistent feedback, goal setting and
accountability Proven track record of leading successful change
management and process improvement efforts Experience in
healthcare, particularly in collaboration with clinicians, is
highly desirable Excellent understanding of technology, software
and tools along with experience with RingCentral / Nice-InContact a
plus Familiarity with G Suite and Electronic Health Record systems
are a plus Flexibility with your schedule as we provide round the
clock care for our patients Benefits designed to aid your health
and wellness: Taking care of you today Employee Assistance Program
- Free confidential advice for team members who need help with
stress, anxiety, financial planning, and legal issues Competitive
Medical, Dental, and Vision plans Free One Medical memberships for
yourself, your friends and family Pre-Tax commuter benefits PTO
cash outs - Option to cash out up to 40 accrued hours per year
Protecting your future for you and your family 401K match Credit
towards emergency childcare Extra contributions toward maternity
and paternity leave Paid Life Insurance - One Medical pays 100% of
the cost of Basic Life Insurance Disability insurance - One Medical
pays 100% of the cost of Short Term and Long Term Disability
Insurance This is a full-time salaried position located in Tempe,
AZ INDOPS1 One Medical is an equal opportunity employer, and we
encourage qualified applicants of every background, ability, and
life experience to contact us about appropriate employment
opportunities. One Medical participates in E-Verify and will
provide the federal government with your Form I-9 information to
confirm that you are authorized to work in the U.S. Please refer to
the E-Verification Poster (English/Spanish) and Right to Work
Poster (English/Spanish) for additional information.
Keywords: One Medical, Sun City , Contact Center Manager, Executive , Tempe, Arizona
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