Director, Customer Service Operations

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.

The Customer Service Director is responsible for developing and implementing a business strategy for Ensemble's inbound Customer Service unit. Oversight includes performance and effectiveness of the department including technology, telephony, applications, audit processes, and operational workflows. The Director is responsible for implementing short and long-term plans and objectives to improve business operations and reporting standard metrics of outcomes around work processes and productivity. This position is directly responsible for the management of the audit team, operations support analyst team, and the training initiatives for the department.

Essential Job Functions

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

Direct the operational and technical activities within Customer Service while achieving department and institution goals. Design and direct procedures for effective call management, auditing, and training. Analyze operational activity and provide statistical data and other KPI reports to demonstrate performance. Direct strategic planning and implementation of new programs, technology and customer service improvement projects. Work with internal and external customers to make key decisions impacting the department and the organization. Responsible for hiring, training, evaluating, motivating and developing qualified staff to ensure the work processes can be fulfilled. Mentor managers and supervisors. Ensure that job requirements and goals for each position are clear to employees. Determine and document the qualifications and competence of department personnel. Develops, updates and implements job standards, job duties, departmental policies and performance appraisals for all areas of responsibility. Direct efforts for consistent improvements and efficiencies for customer service programs and processes. Lead strategic planning, development and implementation initiatives. Review, update and implements policies and procedures to support the vision and goals of the department and organization. Establishes departmental goals to optimize performance and meet or exceed budgetary goals.

Job Competencies

• Leadership Decision Making - Makes day-to-day leadership decisions by securing and comparing information from multiple sources to identify issues; commits to an action after weighing alternative solutions against important criteria; effectively communicates decisions to the appropriate people and teams and holds them accountable. Drives results.

• Coaching & Building Talent - Achieves results through other leaders by empowering them and providing feedback, instruction and development (coaching the coach) to develop their own associates; plans and supports the growth of individual skills an