Call center manager
Overview
Lovelace is comprised of Lovelace Medical Group / New Mexico Heart Institute, Lovelace Women’s Hospital, Lovelace Medical Center, Heart Hospital of New Mexico at Lovelace Medical Center, Lovelace Westside Hospital, Lovelace Regional Hospital and Lovelace UNM Rehabilitation Hospital.
Across its six hospitals, 33 health care clinics and seven outpatient therapy clinics, Lovelace has 619 inpatient beds and employs a team of more than 3,450, including over 280 health care providers.
Lovelace continues to invest in our community, providing more than $81 million in unfunded care and supporting local nonprofit and community organizations with more than $357,000 in charitable contributions and community support in 2022.
From the first and only hospital in New Mexico dedicated to women’s health to the state’s only hospital devoted exclusively to cardiovascular care, Lovelace is a leader in meeting the healthcare needs of this region.
Responsibilities
Directs performance improvement activities for all services provided by the department and provides strategic direction on scheduling activities to support our outpatient physician offices.
Adheres to policies, procedures, and regulations to ensure compliance and patient safety.
- Monitors team to develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction.
- Provides leadership demonstrating the ability to influence, motivate, manage, train, counsel, and develop staff to work toward their highest level of function, following job descriptions and competencies.
- Supports, interprets and monitors compliance with system goals while continuing to develop and attain personal goals, drive for excellence, and special job knowledge.
- Evaluates circumstances using good judgment and ability to set priorities in decision-making, problem-solving, and eliciting cooperation.
- Implements staff and program development / maintenance of high-performance standards, good communications, and positive employee relations and assures departmental staffing levels meet the needs of organization goals.
- Ensures service levels, productivity, and quality standards are met.
- Ensures employee satisfaction through effective management and execution of processes and approaches consistent with the philosophy of teamwork, which is designed to maximize employee engagement metrics.
- Represents the organization and / or department at various community and / or business meetings; serves as liaison and develops and maintains business relationships.
- Schedules and conducts staff, team, and interdepartmental meetings.
- Collaborates with leadership teams for coordination of training, onboarding, equipment setup, department application support, data collection, and performance improvement activities.
- Takes ownership of assignments; other duties as assigned or requested.
- Cooperates and interacts with supervisor, peers, other departments, and all customer groups demonstrating our commitment to service’.
- Develops policies, processes, strategies, and goals that support Department / Corporation direction.
Qualifications
Minimum Job Requirements :
- Associates degree in related field
- In lieu of degree six (6) or more years of relevant experinece may be substituted
- Two (2) years of related experience in a healthcare environment
- Two (2) years of supervisory experience
Preferred Job Requirements :
- Bachelors degree in related field
- Ability to communicate effectively
- Ability to direct and manage projects and / or programs
- Ability to prepare technical reports - advanced computer skills
- Extremely strong analytical, problem solving and operational skills in a high-volume production-oriented work environment
- Proven ability to leverage cross-functional alliances to execute organizational objectives
- Strong written and verbal communication skills
- Ability to interpret and communicate trending and statistics and the status of key initiatives
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