Director Contact Center Operations

3 weeks ago

Hyattsville, United States Medstar Full time

MedStar Health is committed to providing world-class, compassionate care and customer service to every customer, every patient, at every touch point. All associates are accountable for their role in meeting patient experience standards.Responsible for the daily operations and management of the group providing appointment scheduling and other patient access services for MedStar Health's system-wide patient access centers. Develops and maintains processes and quality assurance measures to increase patient satisfaction and access to MedStar Health. Maintains communication, including reporting, for MedStar Health service line administrators and physicians to ensure efforts meet expectations. Advocates on behalf of patients, physicians, associates, referral sources and other stakeholders to implement operations that promote an ideal experience within MedStar Health. Maintains expert level knowledge of the contact center network, scheduling software, work-force management systems, and call center operations. Prepares productivity and quality assurance reports, and other operational metrics to track individual and team goals within the orthopedic scheduling group. Coordinates implementation of new contact center services and service lines supporting MedStar Health. Leads and develops a team of managers, supervisors, and agents responsible for the direct and indirect appointment customer and patient scheduling function via inbound or outbound calls, texts, chats, or other forms of communication for various service lines across the MedStar Health system.
Education

  • Bachelor's degree in business, healthcare, required or
  • related field required and
  • Clinical background preferred
Experience
  • Experience in healthcare services, customer service or patient care/access related work. Prior exposure to call center operations with supervisory and training experience required, preferably within a healthcare or appointment scheduling setting. required
Knowledge, Skills, and Abilities
  • Excellent verbal and written communication.
  • Strong computer skills with an understanding of medical office scheduling software products.
  • Strong skills in using Microsoft Office desktop applications.
  • Excellent understanding of customer service concepts and contact center operations.
  • Ability to review data and troubleshoot problems.
  • Demonstrated ability to work in a fast-paced, often high-pressure environment.
  • Ability to manage people from different disciplines with varying degrees of technical experience in a physical, remote, or hybrid manner.
  • Ability to work in a matrix management environment.
Assists VP / AVP of MedStar's Patient Access Centers with development of the department's budget and with the design and maintenance of an integrated customer access model which provides scheduling, clinical, and other ancillary services for MedStar Health's regional and system-wide service lines and related businesses and the company's DCDN model. Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy. Develops and contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Ensures compliance with hospital/facility policies and procedures and governmental/accreditation regulations. Develops documents and training material as required. Works with teams to cross-train selected staff on the service lines, queues, and applications as needed. Directly supervises a team of managers / supervisors and, by extension, contact center agents, which includes: recruiting, training, developing, evaluating, disciplining and, if necessary, terminating associates. Resolves personnel actions such as grievances and disputes, and implements performance improvement plans, as required. Oversees the daily operation of the MedStar Patent Access Centers ensuring seamless integration and operation with the local clinical, administrative offices and associated physician and provider expectations and requirements. Supervises and provides operational leadership in accordance with company policies and procedures. Periodically reviews and updates physician protocols in concert with the local offices to ensure the agents. Monitors scheduling patterns (templates, availability, wait times) within MedStar's Patient Access Centers to make recommendations that optimize clinical operations and patient experience. Ensures that appointment scheduling and registration processes are accurate and efficient by establishing individual and group productivity and quality metrics including, but not limited to: Contact center key metrics and statistics (i.e. service level, average handle time, average speed to answer, abandon rates); Quality and customer service measurements through quality monitoring, call documentation, and reviewing agent's customer contacts; Overall call volume and appointments, and call conversion. Establishes regular communications with service line administrative and clinical leadership both regional and system-wide to review operational metrics, quality and customer service issues, and improvement plans. Ensures compliance with hospital / facility policies and procedures and governmental / accreditation regulations. Works with their managers / supervisors to establish and maintain appropriate staffing models. Maintains proficient knowledge of the contact center phone application and manages daily phone system function, including greetings, routing and performance. Works with internal IT's Telecommunications department and partner vendors and, potentially, local offices to implement new functionality and resolve technical issues. Maintains regular communication with MedStar Health service line administrators and physicians and local practice administration to ensure the efforts of the contact center meet expectations. Oversees the daily operations of the MedStar Ambulatory Services scheduling group, ensuring integration with clinical operations and individual physician schedules. Supervises and provides operational leadership in accordance with company policies and procedures. Participates in MedStar's Patient Access Center's efforts to broaden patient scheduling access initiatives. Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees, and represents the department and hospital/facility in community outreach efforts as appropriate. Provides support to agent associates and supervisors / managers by handling escalated calls to resolve issues. Routinely performs quality analysis of associates calls to ensure satisfactory staff competency levels and adherence to appointment scheduling and registration protocols. Provides regular feedback and performance improvement recommendations to staff members as required. Identifies and implements reporting process improvement initiatives.

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