Fairview Health Services Manager Contact Center Operations in St Paul, Minnesota


The position requires thorough understanding of contact centers and the interrelatedness with partners and developing/executing strategic plans for their functional area. Proven ability to achieve business results crucial. Ability to retrieve, analyze and report data is integral to position. Hands-on experience communicating to a wide range of internal and external stakeholders is required.

Responsibilities/Job Description

Responsibilities include:

  • Develops and maintains relationships with key business unit leaders. Collaborates to deliver service level standards and support models. Monitors and responds to performance reporting on established service levels and key performance indicators to ensure business strategies, goals, and objectives are met.

  • Supports the organizational strategic vision for the contact center including the full continuum of customer services as well as innovative technology solutions. Aligns business unit goals to overall organizational strategies.

  • Provides oversight of daily department operations. Monitors operations and efficiency of area of responsibility from a performance, resource perspective to achieve timely execution of objectives and strategies. Continually examines opportunities for standardization and/or consolidation. Recommends and implements operational changes that will improve service, productivity, quality and/or financial performance.

  • Monitors and evaluates indicators that reflect the important aspects of care and service. Collaborates with Medical Director to ensure medical competency of clinical staff as appropriate. Initiates recommendations and follow-up actions to respond to identified problems.

  • Manages and coordinates employee goals and performance. Ensures staff are trained, developed and empowered to effectively do their jobs. Manages performance appropriately and ensures development plans for staff are in place. Sets performance standards and provides feedback and recognition on job performance on an ongoing and timely basis. Conducts employee rounding, annual performance evaluations, coaching, and performance management.

  • Ensures adherence to financial forecast for area of responsibility. Identifies and implements cost saving opportunities and other tactics to close the gap between run rate and target rate. Manages overall expenses and identifies cost saving opportunities.

  • Fosters a culture of excellent customer service, improvement, efficiency and innovative thinking.

  • Maintains knowledge of, and complies with, all relevant laws, regulations, policies, procedures and standards.


Minimum Education

BS or BA (prefer communications, marketing, management, or health care field)

Preferred Education

MBA or equivalent Leadership degree or MSN

Minimum Experience

5 years combined healthcare (clinic or hospital) experience or related fields and call center experience

3 years progressive leadership.

Preferred Experience

2 years call center

5 years clinic or hospital setting

5 years progressive leadership

Additional Requirements:

Knowledge of Microsoft office suite, desktop publishing tools. Microsoft Excel expertise required.

Knowledge of communications

Knowledge and experience working with call center metrics and various telephony platforms/applications

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Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Joined by HealthEast in June 2017, Fairview is one of the most comprehensive and geographically accessible systems in the state, with 12 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area and north-central Minnesota.

Its broad continuum also includes 56 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.

EEO/AA Employer/Vet/DisabledAll qualified applicants will receive consideration without regard to any lawfully protected status.

Requisition ID 2019-28511

Profession Non-Clinical Professional

Speciality Leadership/Management/Executive

Location Fairview offices at Energy Park

Shift day

Hours per 2 weeks 80

Department Fairview Access Services