Director, Contact Center Operations

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Develops, manages, and leads Contact Center for optimal experience for our patients, physicians, and staff. Provides support to our WVUM physician practices for appointment scheduling, referral processing, general Q&A, and schedule template management.
MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. Bachelor's Degree in business, Health Care Administration, or related field AND four (4) years of progressive experience in a healthcare setting, OR
2. Associates Degree AND six (6) years of progressive experience in a healthcare setting, OR
3. High school diploma or equivalent AND eight (8) years of progressive experience in a healthcare setting.
EXPERIENCE:
1. One (1) year of supervisory/management experience.
PREFERRED QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. Master's Degree in Business, Health Care Administration, or related field
EXPERIENCE:
1. Five (5) years of Contact Center experience
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all Responsibilities and duties. Other duties may be assigned.
1. Responsible for the performance of all Contact Center functions for WVUM.
2. Responsible for quality assurance, patient experience, employee training & development.
3. Provides data analytics reporting to departmental leadership & work closely with departmental administration.
4. Responsible for departmental patient access as related to templating and schedule management.
5. Continually obtains input and feedback on Contact Center expectations to improve patient access and exceptional customer service.
6. Maintains an in-depth knowledge of appropriate technology including but not limited to EPIC and OpenScape software.
7. Develops, monitors, and maintains department operating budget, assures cost effective staffing patterns, reviews trends and variances to develop long range plans for budget needs.
8. Identifies employee needs regarding development, employee engagement and retention, performance management, career path, and administers programs and interventions accordingly.
9. Plans, coordinates, and administers policies relating to all phases of department activities to include philosophy, goals and objectives.
10. Acts as departmental liaison for Ambulatory Operations promotes and contributes positively to intradepartmental and interdepartmental relationships. Serves as a liaison by establishing and maintaining open lines of communication.
11. Actively participates in on-going policy and procedure reviews and revisions to Ambulatory Operations systems and processes.
12. Continually obtains input and feedback on Contact Center and satisfaction from customers and stakeholders. Establishes formal forums in consultation with senior leadership to understand customer expectations and direction for strategic direction.
13. Works closely with department Administrators and clinical leadership to improve patient access and experience.
14. Plans implementation strategy including projects, transition strategies and full scall implementation of the Contact Center.
15. Represents the Contact Center sharing best practices and expertise.
16. Selects and implements appropriate technology applications to enable and enhance an exceptional customer experience.
17. Evolves the overall training and development strategy for the Contact Center and aligning department goals .
18. Plans, coordinates, and administers policies relation of all phases of the department to include philosophy, goas, and objectives
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Normal office environment demands.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Normal office environment.
SKILLS AND ABILITIES:
1. Excellent verbal and written communication skills.
2. Financial, technical, and professional skills.
3. Analytical and problem-solving skills as well as the ability to work and communicate effectively with other departments.
4. Knowledge of spread sheet, word processing and office software applications.
5. Ability to perform a variety of duties, ranging from direct involvement in various projects to coordination and supervision of the activities of co-workers.
Additional Job Description:
Scheduled Weekly Hours:
40
Shift:
Exempt/Non-Exempt:
United States of America (Exempt)
Company:
WVUH West Virginia University Hospitals
Cost Center:
515 WVUH Ambulatory Admin
Address:
3040 University Ave
Morgantown
West Virginia