• Provides leadership and oversight of centralized and decentralized contact center teams supporting scheduling, intake and various access related phone calls into the Banner Health System. • Manages the daily operations of central scheduling and pre-registration functions where applicable for hospitals and ancillary services within the enterprise. • Serves all customers by building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction. • Coaches and develops department reports, managing daily operations and monitoring standards for success. • Evaluates metrics to meet key performance indicators, and supports the organization’s leadership to drive change. • Responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills. • Monitors performance for the teams and is accountable for department success. • Participates in performance appraisals, recruitment, employee retention and compensation planning.