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Director Contact Center Operations
4 months ago
Primary Duties and Responsibilities 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.
Minimum Qualifications
Education
- Bachelor's degree in business, healthcare,requiredor
- related field requiredand
- Clinical background preferred
- 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.
Why MedStar Health?
At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:
- Strong emphasis on teamwork - our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
- Strategic focus on equity, inclusion, & diversity - we are committed to equity for all people and communities.We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
- Comprehensive total rewards package - including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
- More career opportunities closer to home - as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.
About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It's how we treat people.
MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.