The mission of University of Washington Medicine is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrowas physicians, scientists and other health professionals.A UW Medicine owns or operates the following: Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Childrenas University Medical Group and Seattle Cancer Care Alliance a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Childrenas. The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times.
The UW is proud to be one of the nationas premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.
The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times. The Contact Center has an outstanding opportunity for a CONTACT CENTER OPERATIONS MANAGER (Full-Time, Day Shifts). The Contact Center Operations Manager is responsible for the overall performance and operations of the UW Medicine Contact Center, specifically overseeing Contact Center Representatives 2s, 3s, the Data Entry Team, the Centralized Referral Team and the Supervisors for these teams. The Operations Manager also oversees the Contact Center strategic programs, which include the Compass Program for UW Medicine donors, the Accountable Care Networks for Boeing, the School Employees Benefits Board, the Public Employees Benefits Boards, the New Patient Retention Program, the International Patient Program, and the anticipation of the CIN network. The Operations Manager will ensure processes and procedures are adhered to in delivering timely, accurate customer/patient support for our key strategic programs which facilitate revenue for UW Medicine.
Major Responsibilities: aC/ Oversee day to day operations of the Contact Center's strategic programs and be responsible for flawless delivery of customer/patient service to internal and external clients who access the Contact Center on a daily basis. aC/ Create a flawless referral path, to ensure patients have the optimal experience regarding their care. aC/ Work with clinic partners to develop strong partnerships on behalf of the patient experience. aC/ Evaluate the quality of internal and external customer interactions through both monitoring tools and data analytics and communicate results to key business partners such as the ACN stakeholders, Compass Programs, etc. aC/ Work closely with the other members of the Contact Center Leadership team to ensure that any issues impacting performance or service are addressed in a timely manner and provide avenues for employee feedback and suggestions. aC/ Work with the management team to ensure the highest level of patient satisfaction and loyalty, providing feedback to the management team as to how the UW Medicine Contact Center can improve its patient satisfaction through training. aC/ Monitor departmental efficiency and performance through statistical data with respect to call volume, call abandon rate, nature of calls, etc. and provides regular statistical reports to management. aC/ Create and ensure compliance with Contact Center guidelines including policies and procedures, daily scheduling, patient and customer satisfaction goals to drive continual gains in productivity and improved patient/customer experience. aC/ Oversee the rollout of new work, to ensure staffing levels meet the service expectations aC/ Use customer satisfaction goals to drive continual gains in productivity and improved patient/customer experience. aC/ Provide leadership, coaching and mentoring to the supervisory staff. aC/ Manage Contact Center costs and expenses and ensure adequate staffing levels to deliver service level goals. aC/ Conduct and attend meetings/functions as a representative for the UW Medicine Contact Center. aC/ Effectively communicate UW Contact Center process and procedure changes with clinic leadership. aC/ Co-chair the Contact Center Equity, Diversity, and Inclusion Committee with the goal of decreasing health care disparities for the public and for supporting an inclusive environment within the department. A Supervisory Responsibilities: aC/ Provide leadership to the Contact Center Customer Service Team. aC/ Ensure quality hiring, training and retention of Contact Center staff for our strategic programs. aC/ Manage Contact Center costs and expenses and ensure adequate staffing levels to deliver service level goals. aC/ Have the authority to take or to effectively recommend corrective (disciplinary) action.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.