Mercy Health

  • Vice President-Contact Center Strategy

    Requisition ID
    Executive Leadership
    Position Type
    Full Time
    Integrated Marketing
  • Overview

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    We’re a Little Different


    Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.  


    We don’t believe in jobs at Mercy, we believe in careers that match the unique gifts of unique individuals; careers that not only make the most of your skills and talents, but also your heart.


    At Mercy, you’ll feel our supportive community every step of your day, especially the tough ones. We’re a team and love working that way. That team is expanding, and we currently have exceptional opportunities to help our communities grow.


    Responsibilities and Qualifications


    •  Ultimately responsible and accountable for contact center operations across Mercy; currently over 140 call centers, over 3k phone numbers and limited contact center capabilities (e.g. text, chat, etc)
    • Assess the current state of call centers across the ministry, developing an understanding of strengths and opportunities for people, process and technology
    • Develop an understanding of consumer experience in all consumer/patient calls that occur outside of call centers; i.e. physician offices and hospitals and build to meet/exceed consumer expectations
    • Develop contact center strategy, re-design, guidance, processes, metrics, reporting and technology that transform the consumer experience and support ministry growth
    • Lead the selection and implementation of a contact center platform that integrates with CRM and existing telephony and tools
    •  Develop contact center strategies that transform the consumer experience across the ministry, driving customer loyalty
    • Develop software and technology requirements that support contact center strategies, building on existing telephony and tools
    • Build strong working relationships with key groups across the ministry, including Operations, MTS, Revenue Cycle, Finance, HR, Legal and Mission
    • Responsible for the organizational and operational effectiveness of multi-site contact center operations, building a standard framework and measurement
    • Develop and optimize consistent, repeatable & measurable processes to quickly adapt to changing business conditions
    • Accelerate change across the organization by applying measurement and accountability in both the hospital and clinic setting
    • Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
    • Mentor and develop staff using a supportive and collaborative approach on a consistent basis.



    Because you’re committed to excellence, you understand the importance of being properly prepared for your role at Mercy. That’s why you’ll bring to your role the right set of qualifications:


    • 15+years in contact center operations, with a strong track record of delivering results at or above plan
    • Experience in leading a highly productive team
    • Experience in analyzing and interpreting complex data and information in a planning and decision making process


    We’ll Support You at Work and Home


    Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a “top 100 places to work.” We go out of our way to help people feel welcomed. We offer day-one comprehensive health, vision and dental coverage, PTO, and employer-matched retirement funds for benefit eligible coworkers. We’re proud to provide tuition reimbursement to help you grow and learn new skills.


    What Makes a Good Match for Mercy


    Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and are not afraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.


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