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Director of Customer Engagement Centers

Company: Renown Health
Location: Reno
Posted on: November 10, 2019

Job Description:

Position PurposeThis position will be responsible for overseeing operations within Renown Health Contact Center and Hometown Health Customer Service. Incumbent will be responsible for ensuring compliance with quality and service standards for the following key stakeholders including;Patients, families and caregivers, members, providers or other customers that depend on Renown Health for their health and well-being or insurance services. Internal customers from across both Health Services and Acute divisions and departments, community medical practices and social service organizations, and regional healthcare delivery partners.The Director shall be responsible for operating within an evidence-based best-practice value driven organization, including leadership development, understanding contracted relationships with necessary service providers and creating delivery partnerships with community health organizations.Nature and ScopeThe Contact Center shall be responsible for the following functions: (1) Excellence in customer experience (2) Member/Customer outreach, and (3) Refferal management and scheduling (4) PBX functions.Hometown Health Customer Service shall be responsible for the following functions: (1) Excellence in customer experience (2) Adherance to regulatory and plan requirements, and (3) Annual and Open enrollment functions (4) grievance and appeals (5) provider services.Experience and/or responsibilities include, but are not limited to the following: Track record developing/implementing operating plans as well as analyzing call center, financial, clinical and quality data; Ability to lead a comprehensive assessment of customer needs to create the necessary customer touch points to ensure access, engagement, and alignment with all potential care coordination models. Facilitate discussions regarding the necessary IT infrastructure to support optimization of an all-inclusive state of the art customer engagement center.Characteristics for this position include:-- Successful influencer who can interact effectively with diverse groups of stakeholders such as physicians, healthcare administration, and staff-- Leader in demonstrating how to build a partnership between physicians and administration, and staff-- Strong communication skills, including listening and presenting-- Ability to build trust and confidence with the integrity-- Ability to lead change management initiatives-- Assumes accountability and responsibility for own actions-- Team player who can build collaborative relationships across the organization-- Credibility with physician constituenciesDisclaimerThe foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.Minimum QualificationsRequirements - Required and/or PreferredNameDescriptionEducation:Must have working-level knowledge of the English language, including reading, writing and speaking English. BA or BS in Healthcare, Management, Business Administration, or other related field from an accredited college or university required, Masters degree preferred.Experience:Minimum of five (5) years of management experience required, with health care experience including physician group practices and employed physicians preferred.License(s):None.Certification(s):Professional and/or clinical certifications preferred.Computer / Typing:Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.

Keywords: Renown Health, Reno , Director of Customer Engagement Centers, Executive , Reno, Nevada

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