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Director Patient Experience Contact Center

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Location: Buffalo, NY, United States

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Job Description

Salary: 114,211.50-171,307.50 USD

Facility: Administrative Regional Training Cntr

Shift: Shift 1

Status: Full Time FTE: 1.000000

Bargaining Unit: ACE Associates

Exempt from Overtime: Exempt: Yes

Work Schedule: Days

Hours:

Summary:

The Director of the Contact Center is responsible for leading all aspects of the system wide Catholic Health Contact Center, from its daily operations to its long-term strategic success. Functional services represented in the Contact Center include the primary consumer-facing components of: scheduling and registration for physician offices and hospital outpatient departments, financial clearance, insurance verification, price estimation, referral coordination, marketing support, class/event registration, billing customer service, and other potential centralized functions in the future.

The Director is responsible for the Contact Center's budget, technology, strategic vision, site/virtual operations, and safety. The Director will work to develop and operationalize initiatives that support the implementation, ongoing operations and optimization of all Contact Center services and sites.

The Director will operate the main consumer-facing delivery entity and "front door" to the health system. This individual will ensure that service levels are consummate with industry standards for responsiveness, quality, cost and most importantly, consumer satisfaction. The Director will clearly articulate the mission and vision of the organization to internal and external audiences while acting as a change agent for the organization. This position directs Contact Center management activities, sets performance expectations and goals, evaluates processes and outcomes, and implements improvements to support quality and efficiency.

This position is responsible for building trusting relationships and partnering with leaders in functional areas supported by the Contact Center to continually improve service delivery. The Director will champion process improvement and change management efforts, and partner with others to complete projects that drive rapid and sustained development of the Contact Center. The Director will participate in relevant implementations and optimizations for services, maintaining a clear understanding of the organization and intersection of the Contact Center with Catholic Health services.

This position will demonstrate customer service focus in all aspects of the work. The position will be responsible for ensuring the team exemplifies customer service both internal and external to the different segments the team supports and serves.

Responsibilities:

EDUCATION
  • Bachelor's degree in related field (i.e., healthcare, business, marketing, or a related field) required
  • Master's degree preferred

EXPERIENCE
  • Five (5) years of relevant director level experience
  • Centralized services management experience required
  • Telecom experience preferred
  • Customer service experience preferred
  • Operational experience with scheduling, referral management, patient access, customer service departments and other revenue management functions preferred

KNOWLEDGE, SKILL AND ABILITY
  • Possesses basic customer service skills and empathy while interacting with patients
  • Demonstrates excellent, active listening skills
  • Shows comfort with Microsoft Word and Excel
  • Works well with computers and possesses good typing skills
  • Demonstrates a personal commitment to promoting high performance
  • Strives for continuous improvement
  • Maintains high energy and a positive attitude
  • Excellent time management, organizational and problem-solving skills
  • Strong oral and written communication skills
  • Thinks quickly and uses appropriate judgement
  • Demonstrates diplomacy and patience while interacting with consumers and colleagues
  • Demonstrates regular, consistent and punctual attendance
  • Must be able to work variable schedules
  • Able to interact with staff, colleagues and stakeholders in a respectful manner
  • Maintains a neat and professional appearance

WORKING CONDITIONS

ENVIRONMENT
  • Normal heat, light space, and safe working environment; typical of most office jobs
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