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Director of Operations Patient Access Centers

Company: CHS Corporate
Location: Franklin
Posted on: March 22, 2020

Job Description:

The Director of Operations Patient Access Centers, will serve as the central point of accountability and is responsible for service excellence in all service areas of service delivery- including but not limited to, customer service and satisfaction, revenue generation, self-service channels strategy, productivity, employee relations, quality, and resource utilization.? The Director of Operations Patient Access Centers leader will work as a liaison between the contact centers and other strategic internal and external business partners.?Enterprise Leadership responsible for the operational execution for 11+ Patient Access Centers (PAC) which includes the following key duties:----- -- -- --Overall responsibility for directing and managing a multi-million dollar annual operational budget within a matrix environment.----- -- -- --Leadership Development and mentorship of existing PAC Managers / Directors.----- -- -- --Deployment of new programs and services at scale throughout the enterprise.----- -- -- --Executing programs and services within established Key Performance Indicators such as:--o-- --Avg. Speed to Answero-- --Abandonment %o-- --Utilization %o-- --Service Level %--Essential Duties and Responsibilities1.Develop operation's strategic plans for a 250+ person contact center organization, to encompass customer, employee, process, and technology.2.Oversee the customer service call center managers and develop the staffing, training, technical, and the operational aspects of the customer service contact center--3.Measure and improve team performance based on call center and performance metrics4.Oversee staffing and workforce/workload balancing decisions for the entire contact center organization5.Optimize cost per contact and cost per call metrics6.Lead, coach, and influence site directors, supervisors, and support staff7.----- -- -- --Develop, communicate, and implement established call center strategies to leverage the customer experience as a competitive differentiator----- -- -- --Lead a call center operating model that delivers a superior customer experience while achieving operation efficiency and reasonable cost-to-serve metrics----- -- -- --Collaborate in the development of call center technology and creation of productivity tools----- -- -- --Be proactive and take personal responsibility for minimizing legal exposure in situations involving potential liability----- -- -- --Promote an environment that inspires employees to strive to achieve customer service excellence and helps others to accept change----- -- -- --Manage overtime, headcount and recognition budgets for assigned areas----- -- -- --Work with direct reports to validate forecast and direct the creating and execution of the staffing plans----- -- -- --Grow employee knowledge and capability----- -- -- --Achieve superior customer satisfaction and loyalty scores----- -- -- --Ensure employee development and strive to achieve employee loyalty----- -- -- --Ongoing self-development/?growth of business skills, call center operational knowledge and technical expertise--QualificationsRequired Education:Undergraduate Degree or equivalent work experience--Required Experience:----- -- -- --10+? years call center leadership experience----- -- -- --Experience in leading multiple functions including customer support, self-service channels, and sales operations----- -- -- --Ability to lead change by effectively building commitment and winning support for initiatives----- -- -- --Ability to engage others by encouraging open communication, and building positive business relationships internally and externally, and by motivating through influence----- -- -- --Ability to drive results by making decisions in a proactive, timely way and establishing priorities with clear goals, and responsibilities to achieve results----- -- -- --Strong interpersonal skills with the demonstrated ability to gain the confidence, respect and trust of both subordinates and senior executives----- -- -- --A trustworthy executive with a reputation for fairness, professionalism, dependability and adherence to high ethical standards----- -- -- --Outstanding problem solving, communication and analytical skills----- -- -- --Exceptional customer focus and strong professional acumen----- -- -- --Proven leader with the ability to motivate and inspire team members----- -- -- --Self-starter who is flexible, adaptable, accountable, and highly independent--Preferred Experience:----- -- -- --Experience managing a shared service contact center at a Director / Manager Level supporting physician primary care and specialty clinics----- -- -- --Healthcare background a plus----- -- -- --Contact Center Management Experience leading multisite locations----- -- -- --Directing a workforce of several hundred resources-- ----Computer Skills Required:----- -- -- --Understanding of call center technologies such as CRM, CTI, IVR, ACD, VoIP, Knowledge Management, workforce planning,-- and performance tracking systems----- -- -- --Experience with general office related products (i.e. Microsoft Office, Google Office Suite)Physical Demands:In order to successfully perform this job, with or without a reasonable accommodation, the following are outlined below:--1.The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.2.The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions.3.The Employee is not substantially exposed to adverse environmental conditions and; therefore, job functions are typically performed under conditions such as those found within general office or administrative work.

Keywords: CHS Corporate, Franklin , Director of Operations Patient Access Centers, Executive , Franklin, Tennessee

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