Call Center Director

Call Center Director

Bayless Integrated Healthcare is committed to improving lives and transforming healthcare.  We utilize our Core Values as the foundation for all we do:

Compassionate:  Compassion is the humane quality of understanding the needs of others and wanting to do something about it.  We show kindness and a willingness to help others.  We always provide care for our colleagues, our patients and our community.

Adaptable: The ability of our team to adapt to different environments, conditions and changes is imperative to deliver high quality care.  Adaptable people are open to others while realizing the impact of their own words, tone and body language on others.

Innovative: Our team must have creative and critical thinking in order to introduce new ideas.  Our commitment is creating a comprehensive healthcare delivery system like nothing done, experienced or created before.

Reliable:  As a patient and community centric organization, being reliable is of the utmost importance.  In order to achieve results, we must have a team comprised of consistent and trustworthy individuals that can be counted on to follow through.

Relentless:  We have an unwavering commitment to improve the healthcare system, disrupt the status quo, and create a better community.  We are driven individuals that exemplify intensity and the pursuit of excellence.  A strong work ethic and enthusiasm are necessary in order to help our patients, improve our community, and accomplish our goals.

POSITION SUMMARY

The Engagement Center Director is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the patient experience.  Tactical emphasis is on internal and external customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Primary Job Responsibilities:

  • Monitors all aspects of team performance, including but not limited to, patient experience, work quality, efficiency and compliance to Bayless policy and procedures
  • Creates and implements performance improvement initiatives to meet and exceed team and company goals and KPI’s
  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum patient experience
  • Together with the Chief Operations Officer, responsible for development and administration of annual department budget to attain business goals with operational stability,
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
  • Proven experience managing metrics, ensuring patient satisfaction, and reporting statistical performance levels related to Call Center
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Develops and fosters a positive team environment and provides ongoing guidance to team members
  • Ensure compliance with regulatory agency guidelines and standards. Uses excellent communication skills
  • Other duties as assigned.

QUALIFICATIONS

Education, Certification, and Experience Requirements

  • Bachelor’s degree preferred or an Associate degree in a related field
  • Three to five years’ experience in call center supervisory experience, including competency in strategic planning, program development, quality and risk management and conflict resolution
  • Exceptional communication and time management skills
  • Strong technical acumen, preferably in a healthcare and tele-medicine environment
  • Familiarity with mental health and physical health conditions a plus
  • Must have a valid Arizona Fingerprint Clearance card
  • Demonstrated ability to provide leadership and work independently

 

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Improving lives, transforming healthcare