Director Call Center Operations

2 weeks ago

Virginia Beach, United States Sentara Full time

City/State

Virginia Beach, VA

Overview

Work Shift

First (Days) (United States of America)

Job Summary

The Director, Call Center Operations is responsible for establishing call center objectives, providing representatives with opportunities to expand their knowledge, troubleshooting techniques, analyzing call center data, and focusing on improving performance and processes in an effort to better support patients and customers. This position provides leadership to customer service representatives serving callers for inquiries related to patient services such as billing and/or scheduling and patient navigation. Responsible for strategy creation, implementation and driving corporate culture and values throughout assigned sites. Responsible for planning, developing, and implementing new systematic approaches to maximize business outcomes through well-organized, efficient, and effective processes. Provides exceptional customer service and drives continuous improvement to create value through a comprehensive knowledge of the health system's financial and/or patient services policies and resources. Serves as a key promoter of the Call Center as a service department which strives to meet and exceed the needs of its customers.

5 years management experience and 5 years call center experience required. Equivalent related management experience and/or certification will be considered in lieu of a college degree.

Experience with managing escalated customer concerns and executive level inquiries required.
Knowledge and expertise in applicable medical coding, billing, regulatory, or patient access/scheduling requirements preferred.
Adept at keeping up with new technology and ability to conceptualize workflow and improve efficiency in operations.
Strong understanding of healthcare industry and operational intricacies that drive billing, collections, or consumer navigation strategies.
Patient Access/Scheduling experience in a hospital or physician practice preferred.

Qualifications:

BLD - Bachelor's Level Degree: Accounting (Required), BLD - Bachelor's Level Degree: Business Administration/Management (Required)Certified Coding Specialist (CCS) - Certification - American Health Information Management Association (AHIMA), Certified Medical Practice Executive (CMPE) - Certification - Other/National, Certified Professional Coder (CPC) - Certification - American Academy of Professional Coders (AAPC), Epic Prelude (ADT Patient Registration) - Certification - Other/National, Epic Resolute HB (Hospital Billing) - Certification - Other/National, Epic Resolute PB (Professional Billing) - Certification - Other/NationalCall Center, Management Experience

Skills

Active Learning, Active Learning, Active Listening, Communication, Complex Problem Solving, Coordination, Critical Thinking, Judgment and Decision Making, Leadership, Learning Strategies, Mathematics, Mgmt of Financial Resources, Mgmt of Material Resources, Mgmt of Staff Resources, Microsoft Excel, Microsoft Word, Monitoring, Persuasion, Project Management, Quality Control Analysis, Reading Comprehension, Science, Service Orientation, Social Perceptiveness, Speaking {+ 5 more}

Sentara Healthcare prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

Per Clinical Laboratory Improvement Amendments (CLIA), some clinical environments require proof of education; these regulations are posted at ecfr.gov for further information. In an effort to expedite this verification requirement, we encourage you to upload your diploma or transcript at time of application.


In support of our mission “to improve health every day,” this is a tobacco-free environment.

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