Director Patient Engagement Center

Imagine a career at one of the nation's most advanced health networks.

Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary
Manages a high-volume call center and develops and implements plans and services that promote network growth and strategic vision. Plans, organizes, and manages all material, financial, and human resources within assigned areas. Responsible for program planning, budget development, goal development, performance improvement, and operational improvement. Establishes a culture of service excellence focusing on patient, physician, and colleague satisfaction and engagement.

Job Duties

• Designs and implements goals, objectives, plans, and processes for departments to incorporate lean thinking and cost efficiencies.
• Ensures departmental services are responsive to the needs of the patient, medical staff, and inpatient and outpatient.
• Coordinates all promotional plans, marketing projects, and public relations efforts.
• Develops and monitors departmental budgets, including capital and departmental operating expense.
• Ensures quality indicators are met per program; assesses and addresses specific plans for new growth opportunities.
• Ensures that department goals are being met, assesses goal progress and when necessary, directs changes to affect desired outcomes.
• Prepares annual performance improvement report summarizing indicators, corrective action, and follow-up evaluation.
• Develops and reports on key indicators to evaluate access to and utilization of services.

Minimum Qualifications

• Bachelor’s Degree
• 7 years experience in a hospital, medical practice, healthcare, call center, or customer services environment with demonstrated track record of success in progressively responsible assignments in senior leadership positions. and
• 3 years improving workflow/processes and customer satisfaction.
• Demonstrated leadership and ability to inspire, develop, and engage teams in a fast-paced healthcare environment.
• Strong interpersonal skills and emotional intelligence, fostering positive relationships.
• Proven ability to coach, mentor, and develop staff to achieve performance, quality, and service excellence goals.
• Strong critical thinking and problem-solving skills, utilizing sound judgment to identify issues, evaluate options, and implement effective solutions.
• Demonstrated customer service and patient-centric mindset with a commitment to delivering an exceptional patient experience.

Preferred Qualifications

• Master’s Degree
• 2 years Call center management and
• 2 years medical practice operations.
• Knowledge of telecom reporting and use.
• Knowledge of call center staffing methodologies.

Additional Qualifications

• Previous training in LEAN or Six Sigma.
• Previous training in scheduling, customer relations systems, or logistics software systems.

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

Work Shift:

Day Shift

Address:

515 Hamilton St

Primary Location:

Three City Center

Position Type:

Onsite

Union:

Not Applicable

Work Schedule:

Monday-Friday; 8:00a-5:00p

Department:

1012-99108 LVPG-L Strategic Operations