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Baystate Health Manager, Contact Center in Springfield, Massachusetts

Job ID R4365 Full / Part Time:Full time Location:Holyoke,Massachusetts Regular/Temporary:Regular Full / Part Time:Full time Location:Holyoke,Massachusetts Regular/Temporary:Regular The role of leaders at Baystate Health is, first and foremost to, work Together to Deliver a Higher State of Caring for our diverse patients, community and staff. Baystate Leaders are expected to act as dynamic stewards of the organization and to engage people in meaningful work that calls on each person to contribute what they do best in order to ensure organizational success. It is especially important that our leaders act in a way that demonstrates compassion, inclusiveness and raising the standard of excellence. Baystate Health is committed to the development and growth of its leaders and expects that its leaders, in turn, are committed to their own development and growth as well as that of all employees. Baystate Leaders continuously develop the competencies that better enable them to envision purpose, engage people and execute productively, thus allowing us to fulfill our mission and achieve our vision of transforming Healthcare. Envisioning Strategy: Communicate a compelling vision of the organization?s future and effectively translate that into Divisional/Departmental and Individual goals. Engaging People: Recruit, develop and position people utilizing their strengths. Create and promote an inclusive environment in which people are actively engaged, included and inspired to do their best to continuously improve individual and organizational effectiveness. Executing to Achieve Results: Implement complex plans to achieve results through others with creative and sustainable solutions. Summary Description: The Contact Center Manager provides proactive leadership in a fast-paced, high-visibility call center environment. The position requires the ability to strategically coordinate between internal and external stakeholders, physicians, leaders and call center staff. This position is responsible for planning, organizing and managing operational and strategic services provided by the department to support designated service lines regionally. The position includes engagement in planning and the development of departmental budget. Additional administrative activities that require effective interpersonal and oral/written communication skills. The individual must identify opportunities for improved performance, and initiate appropriate staff developmental plans. Provides leadership to achieve a satisfied and competent employee work environment. Conducts annual reviews of staff performance, and initiate Career Ladder promotions as warranted. This individual is a liaison between department and outside communities regionally. The individual serves as a coach and mentor for other positions in the department and designs, implements and measures internally developed learning solutions. This individual works cohesively with departmental management to ensures that the department consistently achieves desired outcomes, including high degree of patient and physician satisfaction. Processes the ability to implements change, demonstrating the ability to motivate and direct employees with productive follow through. Education: Bachelor of Science: Business Administration/Management (Required), Master of Business Admi

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