Medtronic Site Operations Director in Bala Cynwyd, Pennsylvania
Site Operations Director
Bala Cynwyd, Pennsylvania, United States
Jul 31, 2017
Careers That Change Lives
The Site Director, Medtronic Monitoring Inc. (MMI) will lead overall site operations of both U.S. Customer Support and the Independent Diagnostics Technical Facility (IDTF) supporting the Patient Services and Monitoring business. The Site Director will work across the Patient Monitoring Diagnostics and Cardiac Rhythm Heart Failure business units with functional leaders in Customer Support, US Patient Monitoring, Service Quality, Human Resources, and Finance. This site is in Bala Cynwyd, a suburb of Philadelphia.
A Day in the Life
As the Site Operations Director, you will:
Deliver on key performance metrics for bothCustomer Support and IDTF services
Establish and maintain a safe, secure, and cleanwork environment by engaging directly with service providers
Lead in enhancing site culture, develop and implementinitiatives to further integrate the site with the Medtronic Mission andculture, drawing on cross functional partners
Implement key policies across the site and focus onquality and employee productivity
Drive a continuous improvement mindset to achievequality, compliance, and service levels
About MedtronicMonitoring Center:
The Medtronic Monitoring Center is a Medicare Certified Independent Diagnostic Testing Facility (IDTF) with 80+ trained Cardiographic Technicians and Customer Support Technicians with 24/7 review of incoming ECG data and report generation. As an IDTF, the Medtronic Monitoring Center meets performance standards required to obtain and maintain Medicare billing privileges.
The site offers world-class clinic support, including complimentary reimbursement support, proactive surveillance, and report creation and delivery, as well as complimentary patient support including personalized concierge service and ongoing courtesy calls.
5+ years of experience in leading contact centerservice organizations with direct interaction with customers
10+ years of experience supervising/managing peoplein a customer service center environment with at least 3 direct reports, includingperformance management, talent identification, hiring, retention, andmotivation
Experience in leading and managing contact centeroperations in a regulated environment
Nice to Have:
Master’s degree in operations management orequivalent
Healthcare industry experience with demonstratedtrack record of best-in-class service
Proven ability to operate in a matrix organizationand work effectively with leadership, customers, and across geographic andorganizational boundaries
Demonstrated competency to be boundary-less inworking across functions to achieve results
Knowledge and experience in best practices forcontact center management
Leadership and management of multiple functionalgroups
Strong oral and written communication skills withexperience in communication to internal and external stake holders
The physical demands described within theResponsibilities section of this job description are representative of thosethat must be met by an employee to successfully perform the essential functionsof this job. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.
While performing the duties of this job, theemployee is regularly required to be independently mobile. The employee is alsorequired to interact with a computer, and communicate with peers andco-workers.