• Vice President Contact Center

    Job Locations US-FL-Jacksonville
    Type Full-Time
    ID
    2019-3670
    Updated Date
    8/2/2019
    Address
    1460 Vantage Way South
  • Overview

    The Vice President of Contact Center, reporting to the COO, is responsible for leading the implementation of the scheduling, order entry and insurance departments. Will implement Standard Operating Procedures pertaining to all training and development, and usage of company practices and systems. The ideal candidate will oversee analysis and management of labor costs, labor technology solutions, statistical data analysis and management of departmental staff.

    Responsibilities

    • Responsible for the recruitment, training and development, performance reviews, counseling and/or disciplinary action of the centralized scheduling department
    • Establish, implement and enforce department policies and procedures
    • Maintain and improve department operations by monitoring system performance; identify and resolve problems; preparing and complete action plans; system audits and analyses; manage system and process improvement and quality assurance programs; conducting needs assessments, capacity planning, and cost/benefit analyses;
    • Work with COO to assist in establishing department goals and managing provider and department expectations
    • Investigate, recommend, and operationalize strategic initiatives and programs to support the department
    • Works to integrate newly acquired groups into the team and standardize practices
    • Prepare performance reports by collecting, analyzing, and summarizing data and trends.
    • Meet department financial objectives by compiling data pertaining to estimating requirements; monthly metrics, annual budgets; analyzing variances; increased employee comp;
    • Monitor and escalate urgent issues contributing to increased comp and other client and provider dis-satisfiers.
    • Maintain professional and technical knowledge by tracking emerging trends in department management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
    • Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
    • Other duties as assigned

    Qualifications

    Other Skills and Abilities

    • Knowledge of the Healthcare industry a plus
    • Proven experience in managing customer service environment
    • Experience in clinical centralized scheduling environment for multi-specialty programs
    • Excellent oral, written and interpersonal communication skills to communicate with all levels of management and team members
    • Demonstrates a solid understanding of workforce tools
    • Strong analytical/problem solving skills
    • Experience documenting process and workflows

    Education

    • Bachelor's Degree from four-year college or university; Master’s Degree preferred
    • 5 or more years of related experience; or equivalent combination of education and experience;

     

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