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Director, Customer Support

Job ID R-13636 Date Posted 11/22/2022 Location West Valley, Utah Schedule/Shift/Weekly Hours Regular/Days/40

Organization:

S3-Sutter Shared Services-Utah

Position Overview:

Provides administrative leadership which includes one or more teams performing customer support work. Establishes and implements goals, standards and practices that guide and support initiatives while ensuring the delivery of quality service or exceptional customer/employee experiences. Develops and fosters a solid partnership with leaders, work teams and other employees to facilitate and collaborate on initiatives, to resolve operational challenges and/or to improve processes. Works with senior leadership to develop and establish short- and long-term strategic plans that complement system, operating unit or affiliate goals and initiatives, including business, operations, and/or organizational priorities. Sets priorities and allocates resources to align with business objectives and annual plan. Develops and establishes the direction of policies and procedures, and sets a structure for providing a safe and productive work environment. Establishes overall operating and capital budget with input from management team, ensuring financial targets are achieved and variances are addressed timely.

Job Description:

EDUCATION
Equivalent experience will be accepted in lieu of the required degree or diploma.

Bachelor's: Business or Healthcare related field or equivalent education/experience

PREFERRED EXPERIENCE AS TYPICALLY ACQUIRED IN:
12 years experience directing large scale contact centers that are multi-functional across different service lines

12 years experience of budgeting and fiscal management.

12 years experience interacting with technical personnel on complex tasks and interacting with individuals/groups at various organization levels.

12 years experience in survey protocols on a department and organizational level (Joint Commission, State, etc).

12 years experience with electronic health record applications.

SKILLS AND KNOWLEDGE
Solid understanding of customer support department’s operations and workflows, and how department’s process/workflow impacts other department operations.

Understands business and operational requirements, demonstrating ability to design and establish goals to meet long and short- term objectives.

Demonstrates ability to effectively plan and provide services consistent with applicable legal standards and regulations.

Demonstrates credible leadership presence, with the ability to respond to questions with logic, clarity, calmness and authority; and the ability to motivate and engage others.

Ability to build and establish effective working partnership with employees, peers and leaders to achieve business objectives.

Collaboration skills to facilitate open sharing of information and cooperation with various stakeholders.

Ability to handle difficult circumstances and make sound business decisions with little direction.

Working knowledge of wage and hour laws.

Demonstrates commitment to providing exceptional customer service and responding to customer needs/requests in a prompt, courteous manner.

Verbal and written communication skills, with the ability to convey concepts and communicate information or issues in a manner that is readily understood by management and employees.

Job Shift:

Days

Schedule:

Full Time

Shift Hours:

8

Days of the Week:

Friday, Monday, Thursday, Tuesday, Wednesday

Weekend Requirements:

None

Benefits:

Yes

Unions:

No

This position is work from home eligible.

Position Status:

Exempt

Weekly Hours:

40

Employee Status:

Regular

Number of Openings:

0

Sutter Health Affiliates are equal opportunity employers EOE/M/F/Disability/Veterans.

Qualified applicants with arrest and conviction records will be considered for employment. Applicants for specific positions are still required to disclose certain convictions during the application process, and those convictions may also be considered in determining eligibility for employment in accordance with applicable law.

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