Director, Customer Service Operations - Remote Eligible

Customer Service Director

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

The Opportunity: By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.

The Customer Service Director is responsible for developing and implementing a business strategy for Ensemble's inbound Customer Service unit. Oversight includes performance and effectiveness of the department including technology, telephony, applications, audit processes, and operational workflows. The Director is responsible for implementing short and long-term plans and objectives to improve business operations and reporting standard metrics of outcomes around work processes and productivity. This position is directly responsible for the management of the audit team, operations support analyst team, and the training initiatives for the department.

Essential Job Functions:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
• Striving for Excellence: Execute at a high level by demonstrating our "Best in KLAS" Ensemble Difference Principles and consistently delivering outstanding results.

Direct the operational and technical activities within Customer Service while achieving department and institution goals. Design and direct procedures for effective call management, auditing, and training. Analyze operational activity and provide statistical data and other KPI reports to demonstrate performance. Direct strategic planning and implementation of new programs, technology, and customer service improvement projects. Work with internal and external customers to make key decisions impacting the department and the organization. Responsible for hiring, training, evaluating, motivating and developing qualified staff to ensure that the work processes can be fulfilled. Mentor managers and supervisors. Ensure that job requirements and goals for each position are clear to employees. Determine and document the qualifications and competence of department personnel. Develops, updates and implements job standards, job duties, departmental policies and performance appraisals for all areas of responsibility. Direct efforts for consistent improvements and efficiencies for customer service programs and processes. Lead strategic planning, development and implementation initiatives. Review, update and implements policies and procedures to support the vision and goals of the department and organization. Establishes departmental goals to optimize performance and meet or exceed budgetary goals.

Job Competencies:

• Leadership Decision Making - Makes day-to-day leadership decisions by securing and comparing information from multiple sources to identify issues; commits to an action after weighing alternative solutions against important criteria; effectively communicates decisions to the appropriate people and teams and holds them accountable. Drives results.
• Coaching & Building Talent - Achieves results through other leaders by empowering them and providing feedback, instruction and development (coaching the coach) to develop their own associates; plans and supports the growth of individual skills and abilities in preparation for their next role (building bench); focuses on retention of high performers.
• Delegation - Successfully shares authority and responsibilities with others to move decision making and accountability downward through the organization while accomplishing strategic priorities; maintains personal ownership of outcomes without excessive involvement.
• Leading Teams - Inspires and sustains team unity and engagement by developing, motivating, and guiding the team to achieve results together through productive relationships and work.
• Executive Communication - Clearly and succinctly conveys information and ideas; communicates in a focused and compelling way that captures and holds others' attention (appropriate, impactful, and clear).
• Program/Project Management - Demonstrates high accountability and responsibility for projects and programs from inception through completion/implementation; manages budget and resource planning and awareness to ensure maximized output, reduced waste and exceptional results.

This position pays anywhere from $84,000- $126,000 based on years of relevant experience.

Join an award-winning company:

• Five-time winner of "Best in KLAS" 2020-2022, 2024-2025
• Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024
• 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024
• Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024
• Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023
• Energage Top Workplaces USA 2022-2024
• Fortune Media Best Workplaces in Healthcare 2024
• Monster Top Workplace for Remote Work 2024
• Great Place to Work certified 2023-2024

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.