Associate Director, Patient & Customer Call Services

Job Summary:  Under the direction of the Senior Director of Operations (SDOO) the Associate Director of Patient and Customer Call Services will provide leadership and management for patient engagement within the Call Center Department. This position will modernize and improve operational efficiency, as well as streamline processes to enhance the patient experience at the call center. Further, this position will be responsible for developing qualitative benchmarks, verifying performance metrics, analyzing trends, and creating Key Performance Indicators (KPIs) to compare, monitor, and track the effects of process improvement to support efficiency, lower costs and improve quality. Furthermore, evolving and implementing seamless results-based workflows, proven value-based technology or techniques, and following industry best practices, to achieve Omni’s patient-focused vision. This position requires an individual with a strong contact center background and a record of successfully managing performance and improving the patient experience. This position will improve call performance, adapt new proven technologies to increase efficiency and achieve call centric metrics.

  Job Duties: 

 Develop and maintain effective organization of responsibility for the Call Center including, but not limited to, efficient recruiting, training, coaching, workflow patterns, performance standards, delineation of duties and responsibilities, and staffing levels. 

1. Ensuring that a high professional standard is achieved and monthly targets and KPI targets are met by call center agents and team leads. 
2. Responsible for overseeing the functions of the Call Center Department by ensuring effective communication, performance, and compliance with all standards, including OFH policies and procedures, HIPAA, and other Federal and State requirements regarding patient privacy.
3. Provide the leadership, management, and vision necessary to ensure that the Call Center Department has the proper operational controls, and administrative and reporting procedures to efficiently fulfill patient service needs. 
4. Coordinate analytic, strategic, and technical resources to meet patient expectations and ensure satisfaction; including implementation of Quality Assurance (QA) activities to foster continuous process improvement.
5. Ensure the delivery of critical contact center processes to include training that enables the call center team to deliver excellent service to patients through a structured performance management program to drive team and individual achievement, relative to goals, to include effectiveness, efficiency, and response metrics. 
6. Recommend, evaluate, and implement solutions to enhance the effectiveness of the Call Center. 
7. Evaluate the need for training to ensure that call center agents maintain current knowledge of multiple software programs. 
8. Analyze past results, perform data analysis, identify trends, and make recommendations for improvements 
9. Collaborate effectively with other departmental stakeholders to assure alignment with best practices and Omni Family Health’s mission, goals and strategic plans. 

Additional Duties and Responsibilities :

1. Collaborates with management stakeholders in the development and maintenance of policies, procedures and workflow design.
2. HIPAA compliance - Responsible for maintaining abreast of and in compliance with all HIPAA regulations and requirements. Treat all member information confidential.
3. QA/QI - Participate in QA/QI activities and contribute towards the overall performance improvement of the organization. 
4. All employees will participate in the Patient-Centered Health Home Model at OFH. 
5. Other work-related duties as assigned by the SDOO.

Qualifications, Education, Experience: 

 Education: 

1. Bachelor's degree in healthcare management, business management, or closely related field and from an accredited college or university preferred, or 8 years relevant measurable working experience.
2. Graduated from an accredited school with a Master's or higher degree in business administration or public health, desired.

  Experience: 

1. 3+ years’ experience managing large Call Centers – Clinic or Hospital based preferred 
2. 3+ years’ vendor management with a combination of in and outsourcing environment 
3. 3+ years’ working in a mid-level management capacity supervising exempt personnel  
4. 3+ years’ experience working directly with Federal, State, or County funded programs and within community health centers or healthcare-related organization preferred, but not required.

  Skills/Competencies: 

1. Advanced end-user of MS Office Suite including Project, Excel, PowerPoint, and Word.
2. Possess a high degree of self-discipline; self-starter and capable of working under pressure in fast paced environments. 
3. Excellent writing skills and experience writing/editing diverse materials.
4. Strategic thinking: ability to set priorities, balance short-term and long-term objectives.
5. Creative development vision, including the capacity to work with individuals from varying backgrounds to generate innovative ideas.
6. Identify best practices and utilize a data-driven approach to administrative decision making and resource management. This will include drafting and editing reports and memos, preparing presentations, and developing presentations of data trends, processes, and outcomes.

Responsible to:  Senior Director of Operations (SDOO)

  Classification:  Exempt