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Baptist Memorial Health Care · 1 week ago

System Director-Service Delivery & Customer Experience

Memphis, TN

Full-time

Onsite

Director/Executive

Baptist Memorial Health Care is seeking a Senior IT Director of Service Delivery and Customer Experience to oversee IT customer service functions across the organization. The role involves leading a team to deliver high-quality customer service in a fast-paced healthcare environment while establishing strong relationships with end users and operational representatives.

GovernmentHealth CareHospitalMedicalNon ProfitNursing and Residential CareRehabilitationWellness

Responsibilities

Oversee a team of direct reports who in turn collaborate with site support teams across our 22 acute care settings, our 150+ ambulatory sites, business operations, and academic environments

Service Markets encompass West-Tennessee, Northern to Mid-Mississippi, North East Arkansas, and our Baptist University campus service areas

Oversee our IT Customer Service Desk for Baptist Memorial Health’s Corporate IT department

Responsible for Corporate IT customer communications across the organization

Provide leadership and be responsible for delivery of IT customer support throughout Baptist Memorial Health

Along with local site support teams, provide IT support for local site-specific applications (Tier 3)

Establish credibility with all key customers in the system including being primary liaison to our Baptist Medical Group physicians

Deliver a user focused, customer experience that ensures the information technology team is a client services organization. Both internally and externally

Promote communication between IT and system users. Develop a credible priority-setting mechanism and effectively communicate

Hire as necessary, train, manage and evaluate staff reporting to the Senior IT Executive. Provide guidance and support for information systems managers. Realign as necessary for more effective and streamlined operations

Set reasonable customer satisfaction goals and work with the team to meet them consistently by way of existing intercompany service surveys

Improve CSAT (Customer Satisfaction) scores, or other equivalent customer satisfaction metric

Review all information technology operating and capital budgets, making necessary recommendations on strategies and related expenditures to assure consistency with corporate goals and objectives

Strategically lead and develop a director team to enhance performance by setting clear accountable performance measures

Create a culture and processes, which achieve the business goals and objectives concerning their customer service

Enhance and maintain the First Call Resolution of the Service Desk

Act as the Voice of the IT Customer across the organization

Qualification

Customer service managementStrategic leadershipRelationship managementCall center operationsPerformance metricsCommunicationNegotiation skillsAdaptabilityLeadership skills

Required

Extensive experience managing operational customer service teams

Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets

Proven Management and/or relationship management experience at a senior, strategic level role. Established record of accomplishment of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment

Experience operating call centers or support centers a plus

Demonstrate ability to motivate and communicate with others at all levels

Influential relationships skills at all. Able to use these relationships to deliver service improvements

Excellent communication and negotiation skills

Able to adapt and succeed in a changing environment

Evidence of well-developed leadership skills