Providence St. Joseph Health is calling a Manager Call Center Applications PSJH to work remotely within our footprints: AK, CA, MT, OR and/or WA.
We are seeking a Manager Call Center Applications PSJH who will provide ongoing leadership and management to centralized service departments. The Manager is responsible for facilitating complex planning, development, and execution of strategy for assigned business and/or digital communication tools. The Manager and team, serve as the internal and external expert for the technical operations, Telephony and digital offerings managed within the department. The Manager advises senior leaders on strategic, administrative and operational matters. Leads or participates in PME-wide special projects, committees or task forces as requested.
The purpose of this position is to provide excellence in call center applications which includes, implementation and support for Contact Center caregivers within the SBO Organizational scope. The essential functions of this position include providing day to day management of the call center applications which can include a single module to many areas and collaborating across IS and additional supporting departments to ensure success. This role will provide leadership input and support of the department and IS strategic goals to include road map deployment, resource planning and utilization, support, and ownership of the application services. This position is responsible for managing department software and new scope implementations, leading, mentoring and developing application analysts and supervisors as well as other staff. This position is responsible for the overall integrity of call center applications including but not limited to: Patient payor platforms, telephony, WFM system mapping and build, the success of these applications and integrated third party product introductions, and may also have accountability for other, third-party applications.
In this position you will have the following responsibilities:
Ensures the performance of applications and evaluates the performance of services based on specific KPIs to meet or exceed Service Level Agreements and operating level goals.
As appropriate, manages and/or escalates critical issues problems or delays in production, projects or other initiatives that have an impact on PSJH Patients and Caregivers.
Actively leads and participates in optimizing processes to improve service delivery, increase value and promote customer service and satisfaction.
Supports appropriate service delivery models for core application functions by supporting the defining, delivering, and improving services for the enterprise and its caregivers.
Effectively manages project portfolio, including contract maintenance, upgrades, invoices, and vendor relationships.
Develops, initiates, and manages a communication plan, including regular status reports.
Hires, trains, guides, evaluates, and provides leadership for managers to support technical operations and support including supplies, staffing, facilities, budgeting, information systems, and scheduling.
Prioritizes multiple project requirements in keeping with organizational priorities to ensure completion to a schedule.
Maintains relationships with key business partners and other senior leaders, as well as key contacts in the IT industry to leverage best practices, and to evaluate and manage emerging technologies.
Manage stakeholder expectations regarding the success of Information Services strategies and projects; ensures measurable outcomes are defined and reported for each strategy or project.
Responsible for working with key stakeholders including executives, senior leaders, and a variety of customers to identify, oversee, and deliver technical solutions that are effective and user-friendly, and support strategic initiatives, business, and patient experience outcomes.
Responsible for coordinating and facilitating teamwork with multidisciplinary groups, building, and reaching consensus; agreeing upon a course of action where there are multiple perspectives.
Required qualifications for this position include:
5 years leadership experience
3 years working in a call center environment
2 years leadership in an Epic environment.
5 years related experience
Preferred qualifications for this position include:
- Bachelor's Degree in Business, Information Systems, or related field plus 5 years’ experience in a similar role in a comparable or larger healthcare institution.
About the department you will serve.
One Revenue Cycle (ORC) is the name adopted to reflect the Providence employees who work throughout Providence Health & Services (PH&S) in revenue cycle systems and structures in support of our ministries and operations in all regions from Alaska to California. ORC’s objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (know me, care for me, ease
my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.
We offer a full comprehensive range of benefits — see our website for details —http://www.providenceiscalling.jobs/rewards-benefits
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Non-Clinical Lead/Supervisor/Manager
Other Location(s): Montana, California, Washington, Oregon, Alaska
Req ID: 357987