Chief of Client Experience - #135265

Job Code: CCE - 129

Revision Date: September 18, 2023

Starting Salary: $44.75 hourly; $93,070 annually

FLSA: Exempt

Overview

We are an agency committed to innovative behavioral health services in trauma-informed care that promote healing and recovery to instill a sense of empowerment and foster a lifelong sense of resilience.

General Description

The purpose of this job is to achieve business objectives, ensure optimal performance, and devotion to service standards as related to client satisfaction vis a vis patient flow process beginning with initial point of contact through discharge. This will require the development, implementation, and enhancement of call center services; and providing direct supervision of centralized call center staff. This position will follow specific objectives and key performance measures related to non-clinical patient interaction associated with creating an optimal patient experience.

This class works under general supervision, independently developing work methods and sequences.

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

• Ensures a high-performance environment for all client-facing departments through training and performance metrics.
• Ensures the level of care a client receives lives up to expectations through the development and implementation of outreach processes to manage the development, implementation, and enhancement of non-clinical services.
• Provides direct supervision to all call center staff; creates and updates call center policies and procedures and effectively communicates with internal and external customers.
• Evaluates call center duties and implements practices to constantly improve unit to include scripting, mystery call scheduling and other quality measures.
• Monitors general office operations and performs a wide variety of administrative tasks for the area, ensuring call center operations are performed in an efficient and cost-effective manner.
• Obtains, organizes, reports, and communicates data regarding call center operations and departmental deficits on an ongoing basis.
• Coordinates, assigns and reviews work and establishes work schedules; maintains standards; monitors status of work in progress.
• Assists in monitoring the administrative responsibilities of patient financial services to include insurance and service authorization, client scheduling, charge capture, billing compliance, among others as appropriate.
• Oversees customer expectation and engagement activities; and creates center wide processes associated with process improvement in this area to include analyzation, interpretation, and presentation of data.
• Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
• Monitors Clinic and unit operations as they impact call center services.
• Evaluates call center duties and implements practices to constantly improve unit to include scripting, mystery call scheduling and other quality measures.
• Streamlines Patient Engagement with an Omnichannel Approach
• Enhances online presences with appointment bookings, automated recall, and re-care.
• Automates clinical and administrative workflow.
• Evaluates and acts on patient experience situations in real-time.
• Responsible for EHR implementation and initiatives as it pertains to this area.
• Enhances patient grievance and complaints process by creating, in collaboration with TIROC, a Patient Centric Workplace Culture
• Performs other duties as assigned.

Minimum Education and Experience Requirements

Requires a Bachelor's degree in business, communication or related field supplemented by three (3) years of responsible call center experience and one (1) year of supervisory experience; or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.

Required Knowledge and Abilities

Knowledge of trauma-informed theories, principles, and practices (includes multi-faceted understanding of concepts such as community trauma, intergenerational and historical trauma, parallel processes, and universal precautions), preferred.

Physical Demands

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable Hazards (Work Environment)

• Involves routine and frequent exposure to:
• Bright/dim light; Dusts and pollen.
• Other extreme hazards not listed above.

Special Certifications and Licenses

• Must possess and maintain a valid state Driver's License with an acceptable driving record.
• Must be able to pass a TB, criminal background, and drug screen.

Americans with Disabilities Act (ADA) Compliance

Emergence Health Network is an Equal Opportunity Employer. ADA requires Emergence Health Network to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

Other Job Characteristics

• Staffing requirements, including criteria that staff have diverse disciplinary backgrounds, have necessary State required license and accreditation, and are culturally and linguistically trained to serve the needs of the clinic's patient population.
• Credentialed, certified, and licensed professionals with adequate training in person-centered, family centered, trauma informed, culturally competent and recovery-oriented care.

Note: This Class Description does not constitute an employment agreement between the Emergence Health Network and an employee and is subject to change by the Emergence Health Network as its needs change.