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Client Services Manager - Health Lab Customer Support Services, Full Time, Days

Northwestern Medicine
Employment type: 
Full time
Required degree level: 
Remote Position: 

Helps all employees make the connection between the NM values, their daily work and patient and customer satisfaction. Holds staff accountable for modeling service standards and behaviors. Sets clear expectations for continuous quality and service improvement. Uses internal and external benchmark data and best practices to establish specific targets, timelines and metrics for improvement projects. Encourages those who identify problems, potential solutions and opportunities for improvement. Supports and empowers staff in piloting new ideas and solutions. Creates an environment of partnership, collaboration, seamless quality and service enhancement across teams, departments and divisions of the organization. Stays informed of current and emerging issues and trends for areas of accountability, NM organization and healthcare industry. Communicates and educates staff on requirements, changes, advances, opportunities, directions and projections for the future. Thinks and acts in ways that support the NM strategy, vision and plans. Identifies opportunities for new business growth and development, expansion of current services, etc. Practices fiscal accountability. Encourages staff and team accountability by involving them in budget preparation, identifying ideas for increasing efficiency, cost savings, developing and growing the business and existing services. Measures and monitors budget and business development plans; provides ongoing updates to staff. Achieves or exceeds budget and business growth and profitability targets. Makes effective hiring decisions; completes successful orientation process for new employees. Identifies staff's individual skills and interests; provides timely, positive, constructive feedback; addresses performance gaps as they occur with clear action plans and timelines for improvement. Supports ongoing learning and skill development for self and staff; provides coaching and mentoring; assigns stretch goals, cross-training and other opportunities for career development within NM. Involves staff in planning and decision-making as appropriate. Holds staff accountable for follow-through and results. Facilitates change readiness and agility among staff and teams. Uses timely, effective communication methods to update staff on departmental and organizational priorities and progress. Creates a culture of respectful communication by listening, demonstrating approachability, practicing meeting, voicemail and e-mail courtesy. Asks for staff input; encourages diverse perspectives and solutions, drawing from staff, peers, physicians, patients and other stakeholders. Demonstrates ability to communicate effectively across departments and various sectors of the organization; within all levels of management; with patients, visitors, other customers, etc. Acknowledges and celebrates individual and team contributions. Meets call center performance objectives including SLA (% of calls within X minutes), abandonment rates, calls per agent, etc. Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; and implementing process improvement and quality assurance programs. Continuously works with staff to improve efficiencies and patient satisfaction. Demonstrates exceptional leadership. Utilizes the call center system and electronic medical record to optimize the patient experience. Works with IT systems and applications to identify and implement innovative process improvement solutions.

Required: Five (5) years progressive management experience in a call center preferably in a medical setting. Demonstrated success in call center management. Bachelor's Degree. Skilled in budget and financial planning, strategic planning, problem solving, human resource management and team building. A collaborative team player with a high degree of comfort interacting with patients, physicians, and executives. Able to effectively communicate in English, both verbally and in writing. Ability to assess and determine situations requiring an interpreter, and the use interpreter services effectively. Preferred: Masters Degree. Project Management

Northwestern Medicine is dedicated to providing the most advanced healthcare to the communities and patients we serve. The Northwestern Medicine clinical and administrative staff, medical and science faculty and medical students come together everyday with a shared commitment to superior quality, academic excellence, scientific discovery and patient safety.

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