Director of Engagement Center Operations

The Director Engagement Center Operations is responsible for planning, implementing, and directing medical group patient call center access activities enterprise-wide. Responsible for developing and executing the strategic vision for the system 24/7 patient call centers that are focused upon achieving outstanding results, operational excellence, and improved patient experience across the care continuum. Develops business standards to improve overall operational effectiveness, oversight of key operational key performance indicators, and ensures the continued implementation of patient call centers non-clinical functions. Responsible for the execution of call center non-triage strategies across the system including, but not limited to patient outreach, clinic first call and post-visit follow-up calls, overflow management, physician referral, class registration, marketing communications initiatives, patient portal maintenance, patient scheduling and registration, and call center based e-strategies.

This is a remote position. Primary hours are flexible 7am-6pm Central Time. This position is responsible for 24/7 operations and may be required to take call/work on some weekends, holidays and evening/overnights as dictated by business needs.

Major Responsibilities:

• Plans, manages, and coordinates the operational and personnel activities of the non-clinical patient call centers to ensure exemplary customer service and optimal patient centered experiences. Directs the documentation and assists in the finalization of departmental policies and technical processes to ensure compliance requirements.

• Works closely with the patient service market leaders to maintain high quality, consistent standards. Provides timely and meaningful reports to clients.

• Supports, develops, and implements multi-disciplinary teams to identify new patient service opportunities or service enhancements for call center processes and workflows.

• Plans and directs patient call center operations to ensure the provision of exemplary customer service and quality care 24 hours a day, seven days a week.

• Develops and implements departmental and non-clinical patient contact operations policies and procedures. Implements call center and interdepartmental initiatives to enhance operational efficiency and delivery of quality performance.

• Works closely with the medical directors, clinic supervisors, and medical group physicians to maintain high quality standards. Improves operational efficiency, customer service, and consumer relationships throughout the Aurora Health Care System.

• Organizes, develops, and implements inbound and outbound calling campaigns utilizing appropriate mix of staff per project.

• Directs call center management activities, implements performance expectations, evaluates processes and outcomes, and implements improvements to support quality and efficiency.

• Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.

• Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.

• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree in Business or related field required.

Experience Required:

• Typically requires 7 years of experience in pre-service health care and call center experience. Includes 3 years of management experience in managing staff and budgets within a multi-department, large health care organization.

Knowledge, Skills & Abilities Required:

• Proven ability to effectively network and problem-solve for internal and external customers.

• Ability to work effectively and efficiently under tight deadlines, high volumes, and multiple interruptions.

• Advanced computer skills and knowledge. Competency in the use of a variety of computer hardware/software.

• Solid understanding of the health care industry and pre-service applications.

• Demonstrated effective interpersonal, organizational, and decision-making skills.

• Strong customer service orientation and a creative, positive, sales-oriented approach.

• Team player, facilitator, and risk-taker.

Physical Requirements and Working Conditions:

• Position requires travel. May be exposed to road and weather hazards.

• Must be on call to support needs of department.

• Exposed to a normal office environment.

• Operates all equipment necessary to perform the job.