5-7 years of experience in a leadership role within a healthcare or customer service environment
Exceptional interpersonal and communication skills, both verbal and written
Strong coaching and motivational abilities to lead a diverse team
Familiarity with management principles and organizational policies
Data-driven mindset with a focus on results and process improvement
Responsibilities
Drive exceptional customer service experiences for the organization
Draft and implement policies to enhance patient service quality
Manage metrics and report on patient satisfaction and team efficiency
Develop training and quality assurance programs for staff
Direct team workflow and address patient inquiries promptly
Motivate and coach the team through ongoing feedback
Identify technology and policy improvements to enhance customer service
Benefits
Opportunities for professional development and training
Supportive work environment focused on team collaboration
Access to advanced technology and resources
Annual budget administration for departmental goals
Engagement with multiple departments for holistic operational success
Full Job Description
Job Title: Communications Center Director Department: Call Ahead. Reports To: Chief Operating Officer FLSA Status: Exempt
Index Number: 90.040
Last Modified: 8-8-2021
Purpose:
The Communications Center Director is responsible for the strategic planning and execution of all Call Ahead operations. Core duties include management and leadership of processes for the continuous improvement of the patient experience with specific emphasis on patient care, quality management, workforce planning, recruiting, coaching and training.
Job Duties and Responsibilities
Drive exceptional customer service experience for the Next Level Urgent Care organization.
Draft, implement, and execute policies and procedures to facilitate a high-quality patient service experience.
Manage metrics, ensure patient satisfaction, and report statistical productivity and efficiency levels related to Call Ahead team.
Develop and implement training and quality assurance programs for new hires and experienced employees.
Direct the team workflow and workload as well as handle patients' questions and concerns in a timely manner.
Motivate, coach, train and encourage Call Ahead team through positive communication and feedback on an ongoing basis.
Identify and recommend expansions to technology, equipment, and policies that may improve customer service and retention.
Develop and administer the annual department budget to attain business goals with operational stability.
Act as a liaison between the Call ahead team and other departments in the organization.
Desired Qualifications
Exceptional interpersonal, customer service, problem-solving, verbal and written
communication and conflict resolution skills
Strong coaching and leadership skills with the ability to motivate employees
Knowledge of management principles and familiarity with company services and policies
Organized, reliable and data/results-driven
Excellent problem solving and process improvement skills to achieve the goals of the organization
