Manager, New Patient Experience
Cancer care is all we do
Hope in healing
Cancer Treatment Centers of America® (CTCA), part of City of Hope, takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.
This position will be an integral part of the New Patient Experience Team. Along with other managers (Operations and Training) this role supports the continued growth of the organization. They are accountable for achieving the productivity, Patient acquisition and quality KPI/KAI metrics through the management and supervision of their direct reports. While this role requires someone that can work at a strategic level, it is also important to recognize that the environment requires daily hands-on coaching and supervision of staff as well.
Education: Bachelor’s degree in Business Administration or related field required (Master’s preferred)
5+ years of proven experience managing teams within a call center environment
Background in healthcare preferred
Experience working with customer service technologies such as Sales Force, Verint, Calabrio, etc.
Knowledge, Skills, Abilities:
Exceptional coaching skills to drive improved performance across key KPI’s encompassing productivity, results, patient experience and quality metrics
Ability to motivate a team.
Strong initiative and judgement
Strong follow-up and follow-through skills
Exceptional listening skills and emotional intelligence to read and interpret team and leader dynamics
Strong ability to build trust & relationships with their team and other leaders
Strong organization/time management skills
Demonstrated ability to communicate and present across all levels of the organization; must be able to clearly articulate complex ideas both verbally and in writing
Organized, self-motivated, and capable of working in a rapidly changing environment
Team Leadership/ Performance Management
Assesses team performance and potential and develops appropriate plan. Develops a qualified and engaged team through proper selection, orientation training, ongoing coaching, performance management, development and recognition. Addresses and resolves performance and conflict issues within appropriate guidelines. Builds an effective and high-functioning team through leadership, communication and team building principles to achieve goals of the department. Provides leadership to facilitate and support stakeholders through operational changes
In collaboration with peers, identifies best practices, drives innovation and successful project or process implementation. Leads members of the Team forward through change initiatives in a positive and constructive fashion. Develops and presents meaningful communication that reflects these innovations and helps drive change. Communicate to Senior Leadership across the enterprise on a variety of topics to include operational and sales, staffing, innovation, etc. Role models to staff and peers the communication and business acumen skills necessary at this level.
Ensures the team is achieving all key KPI/KAI’s encompassing productivity, results, patient experience, efficiency and quality metrics. Regularly communicates with staff in regard to goals and outcomes. Identifies obstacles and opportunities through coaching sessions to ensure goals are consistently met by utilizing principles of sales funnel management. Works with the team to develop solutions to improve outcomes. Addresses any performance management issues through monthly coaching sessions and quarterly performance management sessions as needed. Utilizes recognition as a way to motivate the team & recognize the efforts of top performers.
In partnership with members of the Leadership Team, take ownership of and follow through on the project management of key initiatives for the Department. Build connections throughout the organization to maximize the success of the Department. Provide qualitative and quantitative analysis to support the outcomes.
Reviews and assesses correct utilization of technology and practices to ensure data integrity and proper record creation and documentation. Audits processes either through direct observation or available data to identify areas where improvement is required, assess root cause of issue, and develops action plans to address. Reviews that system records are properly input and maintained to ensure the delivery of clear and up to date communications with potential patients. Provides feedback about Sales Force system functionality as it supports the sales process and ease of use for the Department. May call upon Training to support additional or new training in this area or may draw upon peers for collaboration.
Quality & Customer Service
Ensures that communication with all potential patients, caregivers, referring Physicians and other internal Stakeholders is handled in a manner that demonstrates the mission, vision, values and brand of CTCA/COH. Continually sets expectations for staff and addresses when expectations are not achieved. May occasionally be involved directly with potential patient/caregiver communication when difficult issues arise and serves as a role-model appropriate to our brand delivery. Ensures that communication with potential patients and those reaching out to us embodies our brand and is handled in a timely manner
Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. Visit: Jobs.cancercenter.com to begin your journey.
We win together
Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us.
Visit: Jobs.cancercenter.com to begin your journey.
Job Status: Full Time
Job Reference #: JR-08878