Direct Hire | Healthcare | Las Vegas, NV (Onsite) | Apply Now –
POSITION SUMMARY
The Director of our client’s Clinical Contact Center is responsible for leading and managing the enterprise telecommunications strategy for the Contact Center, including voice, data, video, and mobile communications within the call center. Plans, organizes directs and controls the telecommunication activities for all owned and operated entities. This role will ensure the availability, reliability, and security of the organization’s telecommunication systems within the contact center, while also driving innovation and continuous improvement.
The position also has responsibility for leading and managing the healthcare organization’s patient access, scheduling and referral processes, including the contact center and referral management functions. This role will ensure that patients receive high-quality, timely, and appropriate care and access to services, while also driving process improvement and customer satisfaction.
KEY REQUIREMENTS
Patient Access – Referral Contact Center/Telecommunications
- Oversee and manage the healthcare organization’s telecom and contact center operations, including inbound and outbound calls, chat, and email communications with patients.
- Develop and implement strategies for patient engagement and referral management, including the use of technology and processes to improve efficiency and patient satisfaction.
- Ensure the availability, reliability, and security of all contact center systems and processes, including disaster recovery and business continuity planning.
- Develop and maintain relationships with providers and referral sources to ensure effective and efficient patient engagement and referral processes.
- Collaborate with other departments, such as Medical Operations, to ensure seamless integration of patient engagement and referral processes with other systems and processes.
- Monitor and evaluate the performance of patient engagement and referral processes and recommend changes as needed to improve efficiency and patient satisfaction.
- Stay informed of industry trends and best practices in healthcare patient engagement and referral management to continuously improve the organization’s operations.
- Prepare and manage the contact center and telecommunications budget, ensuring that resources are allocated effectively to support the organization’s needs.
- Analyze and report on key performance indicators, such as call SLA’s (answer rate, abandon rate, avg call time, etc.) patient satisfaction and referral volume, to leadership and stakeholders.
- Develop and maintain relationships with vendors and service providers to ensure effective and efficient telecommunications operations.
- Collaborate with other departments, such as Information Technology and Medical Operations, to ensure seamless integration of telecommunications systems with other systems and processes.
- Monitor and evaluate the performance of telecommunications systems and recommend changes as needed to improve reliability and security.
- Stay informed of industry trends and best practices in healthcare telecommunications to continuously improve the organization’s operations.
- Prepare and manage budget, ensuring that resources are allocated effectively to support the organization’s needs.
Standard Management Level Responsibilities:
- Directs and supervises assigned personnel including, recruitment, performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves grievances and other personnel problems within position responsibilities.
- Serves as a member of the Information Services management team working with colleagues to identify, examine and develop immediate and long-term resolution of issues.
- Develops and recommends the budgets for the areas managed. Manages activities to assure financial goals are met.
- Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
- Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation and fosters the effective integration of efforts with system-wide initiatives.
- Encourages and supports diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.
- Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.
- Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
- Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
- Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.
- Ensures adequate equipment and supplies for department.
- Develops and maintains established departmental policies, procedures, and objectives.
- Ensures compliance to all health and safety regulations and requirements.
KEY QUALIFICATIONS
- Bachelor’s degree; Telecommunications, Information Technology, or related field required.
- 10+ years of experience in contact center operations and telecommunications with prior management experience, preferably in an enterprise healthcare system.
- Experience in program administration, healthcare accounting techniques, cost/benefit comparisons, analysis of budget variances and staffing resources.
- Knowledge of performance improvement and program management.
