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The System Director Customer Solutions Center will lead the operations and vision of the Customer Solutions Center. The Customer Solutions Center will leverage technology and operational excellence to ensure interactions between customers and the health care delivery system are seamless, efficient and focused on creating positive experiences. This role will be responsible for partnering closely with operational and technology leadership and teams on the design and execution of deliverables to enable this process, including but not limited to: Enterprise contact center that ensures ease of access for all care related inquiries, Customer Relationships Management for the system, the Consumer engagement platform and all technology and workflows needed to operationalize these capabilities. This role will also lead operations and teams of the Customer Solutions Center.
Overall responsibilities include development and oversight of Customer Solutions Center operational plans including financial, systems/processes and internal controls. This position ensures that the Customer Solutions Center and its customers (internal stakeholders) actively engage in continuous process improvement to enhance performance.This role will work in partnership with a Physician dyad leader to provide operational and strategic oversight for the Customer Solutions Center.
This position requires remote work. In addition to adhering to all Fairview policies, guidelines, procedures, the Fairview Commitments, and the Code of Conduct, it is the expectation the following requirements of the remote work policy will be met, including but not limited to:
Remote workspace that is clean, safe,andprofessional.
Maintains an internet connection consistent with Fairview standards at remote workspace.
Remain productive and responsive during their scheduled work hours.
Attend primary Fairview location, as needed.
Responsibilities/Job Description
Partners with senior leadership on the design and leads execution of the Customer Solutions Center.
Leads assessment of technology options and analyzes future trends in healthcare and healthcare technology to inform Customer Solutions Center strategy and priorities.
Responsible for the design and implementation of an innovative omni-channel environment to improve customer access.
Leads scheduling standardization and optimization scheduling practice effortsin partnership with operational and service line leaders
Oversees the day-to-day operations of Fairviews integrated, system-wide Customer Solutions Center ensuring excellence in operational performance.
Assures strategic objectives, customer expectations, performance standards, and compliance requirements are met.
Provides strategic direction based on customer expectations, financial expectations, environmental requirements, and organizational objectives.
Prepares annual entity departmental financial plans, monitors productivity and financial performance, and maintains departmental operations within budget. Assures processes are both efficient and effective.
Manages human resources to assure appropriate staffing levels, productive and engaged employees, staff development and succession planning.
Embeds Fairview Operating System principles into design, implementation and sustainment of the Customer Solutions Center
Qualifications
Education
BA or BS in business, healthcare or related field or minimum of 5 years in Director level role.
Experience
Seven to ten years of leadership experience in healthcare business services, with at least two years at a Director-level in a contact center environment, registration and/or acute care intake.
Preferred
Education
MA, MBA, MBC, MAOL, MSN OR MHA
Experience
Ten years experience in healthcare working in business services, leading large teams. 5 years director level experience
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, ...Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.
