VP Contact Center

Title: Vice President, Navigation &Access Center

Location: Fountain Valley

Department: C-Suite Executive

Status: Fulltime

Shift: Day

Pay Range*: $198k-219K

MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups - consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.

Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability.Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.

Position Summary

The Vice President, Navigation & Access Center is a seasoned operations leader with a holistic, leading-edge understanding of customer service, strategy, and operations. This pivotal role requires a strong and diverse background in navigation and access center and proven skills in customer experience strategy definition, cultural transformation, organizational consolidation, team leadership and development, process design, and implementation of programs, policies, and procedures. The Vice President, Navigation & Access Center will provide a comprehensive view of the customer, helping MemorialCare create strategies that optimize the customer experience and support a company-wide culture focused on placing the customer at the center of operations. This position will align processes, people, technology, and operations to deliver the highest level of customer experience.

REPORTING RELATIONSHIPS:

The Vice President, Navigation & Access Center will oversee and guide the navigation and access center directors and managers responsible for planning, organizing, and managing employees, processes, and other resources to deliver timely, accurate, and professional responses to customer and clinician inquiries and needs.

Essential Functions and Responsibilities of the Job

Strategic Leadership and Vision:

• Design, execute, and own a transformative customer experience strategy and roadmap for consolidation, standardization, and optimization aligned with the organization's overall business strategy and individual business unit performance goals.
• Participate in systemwide strategic planning sessions and serve as the executive-level liaison between the navigation and access center and campus leadership, with executive-level accountability and performance.
• Function as the voice of the customer across the organization, championing the customer and generating excitement about embracing a customer-centric mindset.

Operational Excellence:

• Oversee and guide the navigation and access center directors and managers in planning, organizing, and managing employees, processes, and resources.
• Facilitate the management and sustainability of a comprehensive performance management program to drive organizational, team, and individual achievement relative to goals outlined by the department.
• Ensure excellent service delivery through the development and management of critical navigation and access center functional processes, including:

o Facilitating the planning process and evaluating the reliability of proposed plans by understanding the underlying data inputs and assumptions driving the models, including defining paid not utilized (PNU) assumptions.

o Maintaining and leveraging historical workload databases to ensure accurate forecasts are produced for annual workload and staffing on a monthly level, rolling twelve-week workload and staffing forecasts at a weekly level, and three-week workload and staffing forecasts at a daily interval level.

o Monitoring staffing levels to report on and ensure operational compliance with plan.

o Developing forecasts utilized by finance for budgetary planning.

o Designing and incorporating call routing strategies within the telephony platform and reviewing and modifying schema as required by business needs.

o Collaborating across the business to anticipate any conditions impacting workload, and making the necessary forecasting, schedule and intra-day management adjustments to mitigate high or low volume workload conditions.

o Reporting on key performance metrics at the individual, team, functional and organizational level.

o Training that enables front-line personnel to deliver excellent service to customers and clinicians and to comply with company policies and procedures in all contact handling activities.

o A robust quality assurance/call monitoring process to ensure the organization's ability to measure contact center representative call handling professionalism, informational accuracy, and compliance with company policies and procedures.

o A comprehensive reporting suite to deliver operational and market trends and insights to corporate and business unit leadership and other stakeholders/departments on a regularly scheduled basis.

Customer Experience and Continuous Improvement:

• Drive the implementation or ongoing refinement of critical best practices within the navigation and access center, including voice of the customer feedback, employee engagement strategies, and optimization of navigation and access center technologies.
• Establishment of escalation processes and accountability for handling 1., caller complaints or executive inquiries/concerns and 2., "how-to" questions for representatives during calls with customers or clinicians.
• Conduct weekly performance review meetings with navigation and access center operational and campus leadership.
• Collaborate and communicate with cross-functional and systemwide teams to gather input on organizational strategies or activities impacting navigation and access center operations and provide feedback for business planning and analysis.

*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities