Director, Customer Service & Contact Center
The University of Arizona Medical Center - Tucson, AZ

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The University of Arizona Health Network (UAHN) is Arizona’s first academic medical network. Located in Tucson, Arizona, it includes two teaching hospitals, The University of Arizona Medical Center – University Campus and The University of Arizona Medical Center – South Campus, some 40 clinics, as well as a Health Plan Division and the largest Practice Plan for physicians from the University of Arizona College of Medicine. UAHN employs more than 6,000 employees and is one of the top ten employers in Southern Arizona.

The Patient Access Contact Center is a connection between patients, UAHN hospitals and clinics and our physicians. The Contact Center provides a single point of access for comprehensive registration, scheduling and triage for outpatient appointments when conducted by telephone, via web site or using other electronic means. The Contact Center will implement an enterprise approach to scheduling to address individual facility and faculty practice needs, provide easy access into UAHN, improve patient and physician satisfaction, and deliver a positive patient experience.

Leads and directs activities of the UAHN Contact Center Organization to include defining, and measuring key performance indicators, staffing, reporting, training, quality assurance, budget, new product implementation, telecom and infrastructure direction, system and application direction and other related functions.

•Oversee operations of contact center management at UAHN to include the following: hiring, developing, evaluating, coaching and direct supervision of contact center group, managers and supervisors.
•Supports training efforts to ensure appropriate new hire training is achieved; and appropriate handoffs and tracking exist between Contact Center organization and training organization
•Develops strong customer satisfaction ensuring customer issues and complaints are addressed
•Acts as a consultant to internal customers on contact center capabilities
•Assists and champions implementation of new technologies to ensure quick adoption into contact center
•Oversees budget ensuring FTE’s are managed accordingly
•Represents contact center management in meetings with other departments ensuring customer’s best interests are upheld
•Develops and implements short and long range strategies for the contact center
•Ensures gaps in service are identified and processes implemented for remediation
•Drives development and reporting of Key Performance Indicators; provides reports to physician and senior leadership detailing departmental statistics, accomplishments, priorities and issues
•Develops learning curve metrics ensuring onboarding process meets needs of department
•Creates dashboard report through data mining to establish standardized reporting format for executive level review
•Ensures inbound, outbound and off phone work is managed across team for optimum utilization
•Develops quality programs, methodologies and an environment of continuous improvement
•Helps identify methods to improve service delivery
•Provides forums for open communication across contact center ensuring team meetings and one on ones are held so that associates stay abreast of department activities and initiatives
•Develops and implements creative practices to engage, motivate and reward staff
Bachelor’s degree or equivalent experience in professional customer service/call center management is required plus 5-7 years previous experience managing a call center in a comparable industry (Healthcare experience preferred) or related experience.

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Medical Excellence, Exceptional Care, Endless Possibilities Banner Health and the University of Arizona Health Network (UAHN) have come...