If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Day - 08 Hour (United States of America) **This is a Stanford Health Care job.** **A Brief Overview** Reporting to the Executive Director of the Enterprise Contact Center, the Contact Center Manager oversees the day-to-day operations of the non-patient scheduling teams of the Contact Center. The Contact Center Manager is responsible for provision of service, quality management, personnel management, staff performance, process improvement, fiscal management, and regulatory compliance. The Manager is expected to ensure that staff are trained, following departmental procedures and policies as well as adhering to the SHC & government guidelines. The Manager will be responsible for designing, implementing new processes and system improvements for the non-patient scheduling processes and transitioning decentralized staff to a centralized model. **Locations** Stanford Health Care **What you will do** + Selects, hires and trains staff. Monitors the counseling of staff and initiates corrective action processes. Ensures that HR standards for corrective actions are met. Maintains necessary documentation. Maintains patient and employee confidentialities. + Monitors the quality of staff interactions to ensure excellent customer service. Utilizes appropriate training resources to support and continually develop staff skills. Holds staff accountable for engaging customers in a courteous and helpful manner. + Plans, organizes, directs, manages and evaluates the work of staff and functions in the non-patient scheduling teams in the ContactCenter. Oversees daily operations to ensure that systems and staff are utilized to meet the call center standards. Utilizes management reporting and related technology to continually monitor Center performance against expectations while proactively addressing deficits in performance. + Actively survey new technologies and leverages technology to optimize operations. + Conducts effective budget planning including cost and volume projections. Controls cost and manages revenue. Provides insightful variance analysis and effective corrective action as needed. + Maintains cooperative and productive working relationships with medical, nursing, professional and clinic staff, regulatory agencies, customers and others. Consistently communicates with customers in order to identify customer requirements, meet business needs and ensure a high level of service. + Plans, develops, implements and revises policies, procedures and standards in the Contact Center. Monitors and evaluates the efficiency and effectiveness of service delivery methods and standards in the Contact Center and implements initiatives to improve and enhance performance and services. + Plans, directs, coordinates and improves operations resulting in efficient patient and workflow and effective resource utilization. Coordinates and integrates services within the practice area and with other practice areas and departments. **Education Qualifications** + Bachelor's degree in a work-related discipline/field from an accredited college or university **Experience Qualifications** + Five (5) years of progressively responsible and directly related work experience **Required Knowledge, Skills and Abilities** + Ability to coduct analysis and formulate conclusions + Ability to communicate effectively, both orally and in writing + Ability to develop business metrics, analyze data, and present findings + Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation + Ability to foster effective working relationships and build consensus + Ability to mediate and resolve complex problems and issues + Ability to plan, prioritize and meet deadlines + Ability to provide leadership and influence others + Ability to work effectively both as a team player and leader + Ability to strategize, plan and implement change + Knowledge of call center administration principles and practices + Knowledge of computer systems and software used in functional area + Knowledge of principles and practices of organization, administration, fiscal and personnel management **Physical Demands and Work Conditions** **Blood Borne Pathogens** + Category II - Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned Category I tasks **These principles apply to ALL employees:** **SHC Commitment to Providing an Exceptional Patient & Family Experience** _Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery._ _You will do this by executing against our three experience pillars, from the patient and family’s perspective:_ + Know Me: Anticipate my needs and status to deliver effective care + Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health + Coordinate for Me: Own the complexity of my care through coordination **Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in** **all of** **its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.** Base Pay Scale: Generally starting at $54.22 - $71.84 per hour The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage. At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow. As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care. Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .