Mgr Business Development (Contact Center)

If youre ready to be part of our legacy of hope and innovation we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.

Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

Reporting to the Executive Director the Operation Development Manager is responsible for coordinating implementing and managing identified programs and strategic initiatives to grow the Enterprise Contact Center. This position collaborates with hospital clinics and stakeholders on new initiatives and programs to support the long-term organizational goals and to enhance and expand the contact center services. This position will be responsible for providing value-added services for all operation and business development related activities within the Enterprise Contact Center and will collaborate with business and operational staff and leaders to ensure programmatic success and effective communication across the department and organization.

Locations

Stanford Health Care

What you will do

• The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties tasks and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
• Employees must abide by all Joint Commission requirements including but not limited to sensitivity to cultural diversity patient care patients rights and ethical treatment safety and security of physical environments emergency management teamwork respect for others participation in ongoing education and training communication and adherence to safety and quality programs sustaining compliance with National Patient Safety Goals and licensure and health screenings.
• Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanfords patient-experience and represents a framework for patient-centered interactions.
• All qualified applicants will receive consideration for employment without regard to race sex color religion national origin protected veteran status or on the basis of disability.
• Daily Operation :
• Acts as a thought partner to ECC Patient Experience and Ambulatory leadership teams in identifying key priorities and strategic topics for ECC.
• Provides strategic guidance ad hoc to ECC Leadership including operations and shared services as well as non-ECC stakeholders.
• Mitigates operational escalations stalled or blocked implementations and initiatives by proactively engaging with the appropriate stakeholders.
• Identifies continuous improvement opportunities to drive business excellence; supports the operationalization of those opportunities.
• Serves as a business advisory representative to key projects and programs.
• Reviews projects and program requirements and determines feasibility for implementation and whether they are within scope of ECC purview.
• Identifies and monitors changing patterns of ECC operations and recommends responses.
• Identifies and develops ECC growth opportunities and partners with a cross-functional team including ECC operations ECC shared services and external stakeholder teams to build-out from concept to implementation.
• Operational Expansion Initiatives :
• Collaborates with clinic prospects and stakeholders to support new initiatives that will enable contact center-related transitions and programs into the ECC.
• Collaborates with clinic prospects to translate strategic plans into operational plans that will meet the goals of transition to a Health System-centric contact center model
• Facilitates the coordination of operational collaboration to develop roadmaps for successful transitions in leadership oversight key functions or locations of transitioned teams.
• Ensures programs are launched and sustained effectively through the first 3-6 months post transition.
• Supports identified strategies to achieve growth in volume improve quality and service and / or reduced expenses.
• Accesses utilizes and evaluates internal and external data to determine service and program competitiveness relative to selected other contact center teams. Maintains ongoing review of performance dynamics new programs operational development opportunities etc.
• Partners with Business Manager and Executive Director to ensure that programs and services in the strategic contact center transition plan are appropriately supported.
• Partners with Director Access Relationships and Patient Journey to perform warm handoff in relationship management post-go-live.

Education Qualifications

Experience Qualifications

Required Knowledge Skills and Abilities

Licenses and Certifications

Physical Demands and Work Conditions

Physical Demands

Blood Borne Pathogens

These principles apply to ALL employees :

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients families and towards each other. C-I-CARE is the foundation of Stanfords patient-experience and represents a framework for patient-centered interactions. Simply put we do what it takes to enable and empower patients and families to focus on health healing and recovery.

You will do this by executing against our three experience pillars from the patient and familys perspective :

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices including the area of employment. Accordingly SHC does not discriminate against any person on the basis of race color sex sexual orientation or gender identity and / or expression religion age national or ethnic origin political beliefs marital status medical condition genetic information veteran status or disability or the perception of any of the above. People of all genders members of all racial and ethnic groups people with disabilities and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale : Generally starting at $66.52 - $88.14 per hour

The salary of the finalist selected for this role will be set based on a variety of factors including but not limited to internal equity experience education specialty and training. This pay scale is not a promise of a particular wage.

Required Experience :

Manager

Key Skills

Athletics,Fitness,Facilities Management,Agriculture,Communication,Archicad

Employment Type : Full-Time

Experience : years

Vacancy : 1

Hourly Salary Salary : 66 - 88