Scripps Health MGR, CUSTOMER CARE - Full Time - Day in San Diego, California
Develops call center plan based on objectives and priorities of the department and Scripps system. Manages daily operations of concierge and call center team including leadership of department policies and procedures ensuring high performance standards. Supports leadership in meeting patient recruitment targets per Scripps Marketing and Communications strategic plan. Collaborates with internal and external customers to develop process flows that establish best customer handoff, meet recruitment and retention objectives according to services lines and support customer engagement and referral in the community for employee sponsored events. Manages Scripps response to corporate open enrollment for Scripps Health plans and other campaigns.
*Required Education/Experience/Specialized Skills: *Three (3) years working in fast-paced customer contact center. Experience working in performance and process improvement, as well as managing and mentoring. Strong communications and customer relations skills. Project management and health care experience involving substantial public contact. Patient advocacy and customer service skills. Previous experience with quality management/risk management programs. Program development experience, including data management skills with a high level of detailed reporting. Conflict management/contract negotiating skills. Excellent communications and problem solving skills. Knowledge of organization and community resources. Experience with preparation, monitoring and tracking budgets. Experience with Windows and call center software and planning and executing marketing tactics. Poised, possess sound judgment and tact, and can engage with all levels of staff, community and general public. Highly organized and detail-oriented with the ability to manage many projects and provide direction to staff, team members and vendors.
Preferred Education/Experience/Specialized Skills/Certification: Bachelors degree in business or health care management. Call center experience in an integrated healthcare delivery system.
/ Scripps Health is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, sexual orientation, or gender identity/expression), age, marital status, status as a protected veteran, among other things, or status as a qualified individual with disability. /
Job: *Leadership - Administrative
Organization: *Scripps Health Corp
Title: MGR, CUSTOMER CARE - Full Time - Day
Location: Central San Diego County-SAN DIEGO-SCRIPPS CORPORATE OFFICES
Requisition ID: 1022253