Executive Director, Customer Solutions Center

Providence Health
Renton, Washington
Jun 21, 2021
Jun 25, 2021
Position Type
Executive / President
Full Time
Organization Type
Executive Director, Customer Solutions Center
Renton, Washington

The Patient and Market Experience team within Providence is looking for a savvy, energetic, customer first leader to help us create the customer service and collections center of the future. The Executive Director, Centralized Patient Service Center will work with leaders to optimize operations and elevate the patient experience across multiple touchpoints leading to increases in patient satisfaction and revenue. This role will lead a team of motivated caregivers and bring to life best practices for a distributed (home based) support model. The Executive Director, Centralized Patient Service Center will lead our modernization efforts (people, process, technology) to build a world class customer service center. This is an opportunity to be part of a team that is creating positive impact for our patients and the healthcare community by creating experiences that change people's lives for the better.

Note: The role will manage a 200 seat contact center servicing over 1.5M calls annually and responsible for collecting $7B annually.

Required experience and education for this position include:
  • Bachelor's in any degree, experience or education that focuses on the study of people to include hospitality, marketing, anthropology, behavioral science etc; or equivalent educ/experience
  • More than 10 years of experience with working in a customer facing function focused on providing high quality service
  • More than 10 years of experience in healthcare, retail and/or financial services
  • Ability to effectively build relationships with customers, executive management, and other stakeholders through positive interaction and problem identification and resolution.
  • Demonstrated ability to elicit, analyze and communicate business requirements from multiple customers across disparate functions
  • Demonstrated excellent judgment and decision making skills
  • Demonstrated ability to define, develop, and analyze performance measures and metrics
  • In depth knowledge of contact center technology
  • Proven ability to effectively manage production and service based workforce.

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When applying online, please reference job number 2293900.

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Providence is an Equal Opportunity Employer.

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