Client Services Manager HealthLab

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Client Services Manager - HealthLab reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards.

The Client Services Manager serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

The Client Services Manager will hire, train, prepare and motivate their staff members to provide excellent service to customers; to set objectives, analyze call center metrics, ensure that staff meet their targeted goals and provide reliable, efficient support for customers.

The Client Services Manager will be responsible for establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, focus on improving performance and processes to better support customers through data collection and analysis.

Responsibilities:

• 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. 
• Training, mentoring, and providing EPIC training for new hires and supporting continued EPIC training for process improvements amongst staff

Required

• 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. 
• Five (5) years progressive management experience in a call center preferably in a medical setting.

Preferred

• Master’s degree
• Project Management

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.