Mgr Business Development (Contact Center)

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• The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties tasks and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
• Employees must abide by all Joint Commission requirements including but not limited to sensitivity to cultural diversity patient care patients rights and ethical treatment safety and security of physical environments emergency management teamwork respect for others participation in ongoing education and training communication and adherence to safety and quality programs sustaining compliance with National Patient Safety Goals and licensure and health screenings.
• Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanfords patient-experience and represents a framework for patient-centered interactions.
• All qualified applicants will receive consideration for employment without regard to race sex color religion national origin protected veteran status or on the basis of disability.
• Daily Operation:
• Acts as a thought partner to ECC Patient Experience and Ambulatory leadership teams in identifying key priorities and strategic topics for ECC.
• Provides strategic guidance ad hoc to ECC Leadership including operations and shared services as well as non-ECC stakeholders.
• Mitigates operational escalations stalled or blocked implementations and initiatives by proactively engaging with the appropriate stakeholders.
• Identifies continuous improvement opportunities to drive business excellence; supports the operationalization of those opportunities.
• Serves as a business advisory representative to key projects and programs.
• Reviews projects and program requirements and determines feasibility for implementation and whether they are within scope of ECC purview.
• Identifies and monitors changing patterns of ECC operations and recommends responses.
• Identifies and develops ECC growth opportunities and partners with a cross-functional team including ECC operations ECC shared services and external stakeholder teams to build-out from concept to implementation.
• Operational Expansion Initiatives:
• Collaborates with clinic prospects and stakeholders to support new initiatives that will enable contact center-related transitions and programs into the ECC.
• Collaborates with clinic prospects to translate strategic plans into operational plans that will meet the goals of transition to a Health System-centric contact center model
• Facilitates the coordination of operational collaboration to develop roadmaps for successful transitions in leadership oversight key functions or locations of transitioned teams.
• Ensures programs are launched and sustained effectively through the first 3-6 months post transition.
• Supports identified strategies to achieve growth in volume improve quality and service and/or reduced expenses.
• Accesses utilizes and evaluates internal and external data to determine service and program competitiveness relative to selected other contact center teams. Maintains ongoing review of performance dynamics new programs operational development opportunities etc.
• Partners with Business Manager and Executive Director to ensure that programs and services in the strategic contact center transition plan are appropriately supported.
• Partners with Director Access Relationships and Patient Journey to perform warm handoff in relationship management post-go-live.

• Bachelors degree in a work-related field/discipline from an accredited college or university.

• Five (5) years of progressively responsible and directly related work experience.

• Ability to communicate effectively both orally and in writing.
• Ability to develop financial budgets and manage expenses.
• Ability to develop long-range business plans and strategies.
• Ability to foster effective working relationship and build consensus.
• Ability to mediate and resolve complex problems and issues.
• Ability to provide leadership and influence others.
• Knowledge of local state and federal regulatory requirements related to areas of functional responsibility.
• Knowledge of principles and practices of organization administration and fiscal and personnel management.
• Knowledge of the marketing and business development design principles program development assessment methodologies and metrics.

• None

• Occasional (please list each item under Comments). There may be some walking standing bending and carrying of light items such as papers and books. No special physical demands are required to perform the working conditions outlines the environment in which the employee will typically is performed in a typical office environment with standard equipment and tasks

• Category III - Tasks that involve NO exposure to blood body fluids or tissues and Category I tasks that are not a condition of employment

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination inall ofits policies and practices including the area of employment. Accordingly SHC does not discriminate against any person on the basis of race color sex sexual orientation or gender identity and/or expression religion age national or ethnic origin political beliefs marital status medical condition genetic information veteran status or disability or the perception of any of the above. People of all genders members of all racial and ethnic groups people with disabilities and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

The salary of the finalist selected for this role will be set based on a variety of factors including but not limited to internal equity experience education specialty and training. This pay scale is not a promise of a particular wage.