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#102028 Manager of Care Nav Hub Specialties

Filing Deadline: Wed 2/26/2020

This posting shall remain open until filled.

UCSD Layoff from Career Appointment: Apply by 10/02/2019 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 10/11/2019. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

Responsible for providing a full range of customer services. Develops processes to ensure customer service needs are met with speed and accuracy and customer service issues are resolved. Responds to customer inquiries and / or problems. Researches and resolves questions and problems, maintains records and communicates resolution and / or status.

The Manager plans, supervises, coordinates and directs the day to day operations of the contact center. The Manager is responsible for ensuring the delivery of outstanding customer service, resolving issues, and providing accurate information to customers. The Manager is responsible for participating in the recommendation, development and implementation of short and long term quality service strategies that improve customer satisfaction. The Manager is responsible for proactively identifying and resolving service barriers and working with partnering departments as needed to do so. Additionally, the Manager is responsible for collecting and analyzing the necessary data to ensure customer service and productivity standards are achieved.

MINIMUM QUALIFICATIONS

  • A Bachelor's Degree in business, healthcare administration or related area; and/or equivalent combination of experience/training.

  • Five (5+) or more years of relevant experience in supervising and/or managing an healthcare clinic or healthcare contact center that involves scheduling patients and/or processing referrals.

  • Solid knowledge of healthcare call centers. Solid knowledge of common call center technologies.

  • Demonstrated supervisor experience in a healthcare call center environment.

  • Demonstrated skills in employee supervision.

  • Strong interpersonal skills to effectively motivate others.

  • Excellent communication skills to include verbal and written, active listening, critical thinking, and persuasiveness.

  • Solid organizational and customer service skills to effectively manage multiple priorities.

  • Proven skills to quickly evaluate complex issues and identify resolution(s).

PREFERRED QUALIFICATIONS

  • Process improvement.
  • Experience with contact center technology.
  • Master’s Degree or professional development or certifications such as lean six sigma, etc.

SPECIAL CONDITIONS

  • Must be able to work various hours and locations based on business needs.
  • Employment is subject to a criminal background check and pre-employment physical.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, and several outpatient clinics. UC San Diego Medical Center in Hillcrest is a designated Level I Trauma Center and has the only Burn Center in the county. We invite you to join our dynamic team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health Sys
Payroll Title:
CUSTOMER SVC SUPV 2
Department:
Surgical Specialties
Salary Range
Commensurate with Experience
Worksite:
Lightwave Avenue
Appointment Type:
Career
Appointment Percent:
100%
Union:
Uncovered
Total Openings:
1
Work Schedule:
Days, 8 hrs/day, Monday-Friday

 

As a federally-funded institution, UC San Diego Health maintains a marijuana and drug free campus. New employees are subject to drug screening.