Director of Consumer Experience Center

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance

• Paid Time Off from Day One

• 403-B Retirement Plan

• 4 Weeks 100% Paid Parental Leave

• Career Development

• Whole Person Well-being Resources

• Mental Health Resources and Support

• Pet Benefits

Schedule:

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Job Description:

• Regularly reports and monitors key performance indicators, and partners with leaders to adjust operations accordingly.

• Sets direction for ongoing development and optimization of operations; ensures performance and all initiatives are aligned with organizational goals.

• Participates as a key leader in the activation of new CxC services.

• Collaborates with technology leaders to further digitalize and optimize CxC functions, and develops new services that support AdventHealth’s mission and strategic imperatives.

• Oversees centralized support and monitors volume and performance in assigned areas.

• Conducts one-on-one meetings to discuss performance and provide coaching.

• Identifies talent development opportunities and creates customized learning paths to address individual development requirements.

• Ensures appropriate staffing and maintains a successful recruitment and onboarding process.

• Monitors call activities, manages escalations, and provides oversight for developing and maintaining workflows.

Knowledge, Skills, and Abilities:

• Excellent communication skills [Required]

• Experience and proven track record with large-scale change management [Required]

• Proven team builder with experience in developing organizational culture [Required]

• Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals [Required]

• Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions [Required]

• Responsive to ever-changing healthcare landscape [Required]

• Demonstrated interpersonal, customer relations, and communication skills [Required]

• Ability to lead or facilitate training and education [Required]

• Personal integrity and an ability to work under stress [Required]

• Strong organizational and coordination skills [Required]

• Proficiency in Microsoft Suite programs and Adobe [Required]

• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems [Required]

• Demonstrated ability in working successfully across multiple departments [Preferred]

Education:

• Bachelor's in business administration, healthcare management, or associated field [Required]

• Master's [Preferred]

Work Experience:

• 7+ years of relevant, manager/director level experience [Required]

• Experience in contact center leadership and management [Preferred]

• Experience within AdventHealth [Preferred]

Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.