Director of Contact Center

Job Description

Job Description

Description : JOB SUMMARY :

The Director of Contact Center serves customers by providing excellent customer service; planning and implementing call center strategies and operations; improving systems and processes; hiring, managing, and training staff; addressing customer service issues; establishing and maintaining the annual budget; and maintaining a high level of departmental performance. This position currently oversees centralized contact center (medical, dental, OB / GYN), nurse triage, Health Information Management and care coordinators.

DUTIES AND RESPONSIBILITIES :

A. Determines overall Contact Center strategies based on organizational goals; needs assessments and feasibility analyses; current and state-of-the-art technologies; trends in call and contact centers; user requirements; and customer service needs.

B. Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and performance improvement programs.

C. Plan, organize, direct and evaluate the operations of the Health Information Management Department to ensure all patient records (E.H.R and Paper) and data exchanges abide by all federal, state and other regulations (Joint Commission, HIPAA, HITECH, Omnibus Laws).

D. Plan, organize, direct and evaluate the Care Coordinators(Family / Pedi) to ensure the effective provision of Population Health Management coordination services, inclusive of referral management, preventive screenings, notification / scheduling, chronic disease management, health education, chart updates, ER / Hospital discharge follow-up, and communications (inquiry calls from patients, pharmacies, health care providers and others).

E. Plan, organize, direct and evaluate the operations of the Nurse Triage Department.

F. Plan, organize, direct and evaluate the operations of Cancer Screening and Population Health Management Programs to ensure full compliance with policies, procedures and other regulatory requirements.

G. Recruits, selects, hires, orients, trains, coaches, counsels, disciplines, and evaluates Contact Center employees; creates and administers work schedules; and enforces organizational policies and procedures.

H. Works and communicates with other members of the management team to implement initiatives, troubleshoot and resolve issues, improve processes, adjust and improve provider ledgers, and meet other organizational goals.

I. Conduct training, orientation, workflow analysis and in-service, as needed.

J. Appropriately handle protected health information (PHI) as per HIPAA.

K. Participate in the agency’s Quality Improvement Program.

L. Other duties as assigned

Requirements : QUALIFICATIONS :

A. Education : Minimum of Bachelor’s Degree. Experience may be substituted in lieu of degree at the discretion of the CEO.

B. Experience : Required

5 years experience overseeing a call center OR 2 years overseeing a call center and 5 years in other management roles

Experience managing departments with 20 individuals

Strong customer service orientation

Excellent interpersonal and communication (verbal and written) skills

Demonstrated ability to lead people and get results through others

Ability to organize and manage multiple priorities

Analytical and interpretation skills including financial and operations data

Computer proficiency, in particular with Microsoft Office products

Preferred

General experience working in a health care setting

Experience with Cisco voice and call center environment

Bilingual English / Spanish

PHYSICAL REQUIREMENTS :

A. Must be able to perform the essential functions of the position.

B. Must be able to meet the attendance requirements of the position.

C. Must be able to sit for long periods of time.

D. Must be able to lift 20 pounds unassisted.

E. Must not pose a direct threat to the health or safety of other individuals in the workplace.

F. Must be able to deliver excellent customer service, externally and internally