System Director Customer Solutions Center

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.

Based in the Twin Cities Metro area, this position will require residency within proximity of the workplace. As this position offers some ability to telecommute, 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.

• 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

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