Special Selection Applicants: Apply by 09/26/2019. Eligible Special Selection clients should contact their Disability Counselor for assistance.
In collaboration with Sr. Management, the Director of Care Navigation Hub Primary Care, and the Director of Care Navigation Hub Specialties, the Director of Care Navigation Hub Quality, Technology & Operations will lead a team to propose, manage and deliver key operational process and system improvements to deliver an exceptional patient, team member, and provider experience.
The Director, Care Navigation Hub Quality, Technology & Operations will lead a team to propose, manage, and deliver key operational process and system improvements to deliver an exceptional consumer experience. The focus will be in call centers, but will include consumer touch-points across other communication and service channels. This role has heavy program/ project management responsibilities and heavy influence and cross-boundary interactions with the following teams: Call Center leadership, IT, Capital/ Finance/ Project Management and other senior leaders. The Director is responsible for attaining cost, revenue, time, and quality targets.
Establishes quality plans and management mechanisms, monitors center delivery quality and enhances the customer satisfaction and service experience.
Represents Quality and Performance Management Team to liaise with key stakeholders (e.g., management, IT, other related business functions) and provides updates related to quality and performance management.
Establishes close relationships with the service and operations teams to identify needs and effectively resolve issues.
Ensures the team is appropriately structured and staffed to support operations and customer service.
Develops the performance measurement system and maintenance of service level agreements (SLA) and key performance indicators (KPIs).
Creates and maintains communication channels to ensure appropriate stakeholders receive accurate performance data in a timely manner.
Develops internal control management systems and implements effectively according to the internal control policy and center characteristics, identifies potential quality risks, develops and implements preventive measures.
Oversees the business process improvement team to ensure operational and efficient processes and practices are adopted within the center and a continuous improvement mindset is adopted.
Provides process compliance audit capability to ensure service delivery team compliance. Establishes and implements best practice knowledge management processes and practices.
Oversees the knowledge management team to ensure effective knowledge management tools are implemented and utilized by staff.
Ensures that staffing is efficient in order to maintain operational objectives.
Other duties as assigned.
Bachelor's Degree in Healthcare Administration, Business, Management or a related field.
A minimum of seven (7+) or more years of relevant experience, ideally including healthcare.
Proven experience in a large, complex healthcare organization. Experience of managing large and complex budgets and proven ability to manage and control costs effectively.
Contact center workforce management experience, including experience leading large scale change initiatives (ie: people, processes, and technology).
Demonstrated experience building consumer/patient-focused strategies.
Experience with operational process improvement (identification of issues, root cause, solutions and implementation plans).
Strong people management experience and skills, especially in building, leading and motivating large teams and of managing performance and conduct fairly and decisively.
Solid skills in process optimization and productivity.
Master's Degree in a relevant field.
Ten (10+) or more years of relevant experience in contact center environment.
Five (5+) or more years of managerial (or higher level) experience.
Experience leading technology vendor review and selection.
Experience leading large-scale software implementation projects.
Must be able to work various hours and locations based on business needs.
Employment is subject to a criminal background check and pre-employment physical.
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