Primary City/State:

　　Mesa, Arizona

　　Department Name:

　　Patient Meal Order Center-Corp

　　Work Shift:

　　Evening

　　Job Category:

　　Marketing and Communications

　　Banner Health believes leadership matters. We look for people who share our vision making health care easier, so life can be better. Our leaders are at the front of the health care transformation, planning the future of Banner Health.

　　Our Contact Center Team (Specifically our Meal Order Representative Team) is a large team who work various shifts that run a 6:00AM-7:00PM Mon-Sun operation, 365 days per year . Meal Order Representatives are responsible for answering inbound room service calls from hospital patients and enter all daily patient meal selections and preferences. In addition they access patient menu orders within software system while providing knowledge of appropriate menu items to makes suggestions to patients.

　　As an Associate Manager you will be responsible for managing a team of 15-20 Meal Order Reps who may be a mix of onsite workers as well as remote. Your duties will include coaching and conducting 1x1 meetings with your team members, training, ensuring call quality, processing required reporting, responding to all facility questions, stepping in to take phone calls when needed and much more!

　　Location: Banner Mesa Corporate Center - 525 W Brown Rd , Mesa, AZ 85201

　　Shift: 10:30am-7pm w eekend and holiday rotations are required.

　　You will be part of a leadership team of four, covering 6:00am-7:00pm operations., because of this you may be required to work at a different shift time to support the team when another leader is out.

　　Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

　　POSITION SUMMARY

　　This position provides leadership and oversight of the Patient Contact Call Center supporting scheduling, intake and various access related phone calls into the Banner Health System. This role serves both internal and external customers building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction. This position entails organizing and directing department operations, evaluating metrics to meet key performance indicators, and successfully drives change. The role is responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills. This position must also possess a proven leadership ability and collaborate across all departments and practice entities to enhance the consumer experience.

　　CORE FUNCTIONS

　　Responsible for smooth and efficient operation of the call center including meeting or exceeding targets, improving workflows, utilizing tools and technology to facilitate easy access to the health system and monitoring Customer Experience Center Agents performance. Understands contact delivery paths and how call volumes, call types and call complexities impact the staffing plan. Monitors service levels to meet department goals. Monitors call center metrics including abandonment rates, average speed of answer, after call work flows and quality. Identifies training needs within the team on systems relative to team specific functions and systems. Reviews and monitors call performance, quality assurance, and provides feedback to staff as necessary. Identifies opportunities for success and leads by example.

　　Provides follow up on complaints or comments from patients and key stakeholders, provides real time guidance for team members on scheduling protocols, supports leadership by identifying deficiencies and manages up as appropriate. Advocates for the best patient experience and is able to adapt and facilitate change to meet operational needs. Listen’s to the voice of the customer and is able to make decisions based on what is best for the customer and business.

　　Acts as a change agent to foster excellence in performance, leadership and communication. Creates opportunity for mentoring and growth, communicates goals and expectations to support a career succession path for team members. Demonstrates innovative ways to achieve business objectives and drive results by leveraging all customer channels. Demonstrates cross-functional collaboration and yields high productivity.

　　Works with leaders and human resources to recruit exceptional talent to the organization. Sets and communicates expectations for team members, administers performance reviews, participates in compensation planning as appropriate, coaches and counsels team members, identifies training needs and takes action Administers Banner Health Systems Policy and Procedures.

　　Works under limited supervision following defined procedures and holds responsibility for the performance of the assigned work group. Typically supervises fifteen to twenty non-exempt staff members. Internal and external customers include all levels of staff in a variety of departments, physicians and their office staff, patients, families, government agencies, insurers, social services, payor organizations.

　　Maintains professional and technical knowledge by seeking continuous education and researching emerging trends in call center operations management and healthcare relevant publications.

　　Supports system implementations, technology upgrades and miscellaneous software deployment to meet employee key metrics and individual goals. Coordinates and participates in special projects as assigned.

　　MINIMUM QUALIFICATIONS

　　Requires the knowledge and business skills normally demonstrated by an Associates Degree in Business Management or equivalent education and/or experience.

　　Requires a proficiency level typically achieved in three to five years in office management and/or employee supervision or leadership in healthcare or contact centers.

　　Demonstrated professionalism and excellent problem solving skills to ensure positive outcomes with patients, overcome challenging obstacles and effectively deal with escalated customer concerns. Ability to interact with internal customers at all levels of the organization.

　　Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work independently and possess strong computer skills and functional knowledge of systems and applications.

　　Excellent organizational skills, human relations, and communication skills (written and verbal) required. Must possess the ability to think critically in stressful situations.

　　PREFERRED QUALIFICATIONS

　　Bachelor’s degree. Previous scheduling and software experience preferred. Preferred knowledge of medical terminology and knowledge of clinic practice and/or acute care operations and one of the following; scheduling, emergency notifications, food service operations, tech support, reservations, physician referral or other specialized contact center operations.

　　Additional related education and/or experience preferred.

　　EOE/Female/Minority/Disability/Veterans (https://www.bannerhealth.com/careers/eeo)

　　Our organization supports a drug-free work environment.

　　Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)

　　EOE/Female/Minority/Disability/Veterans

　　Banner Health supports a drug-free work environment.

　　Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability