5-7 years of experience in healthcare management or call center operations
Strong leadership and motivational skills
Proven ability to develop and implement strategic plans
Experience in budget management and financial administration
Excellent communication skills, both oral and written
Ability to work in a highly matrixed environment with multiple stakeholders
Responsibilities
Develop and implement strategic and tactical plans for the Call Center
Facilitate the creation of transfer metrics to enhance loyalty from referring hospitals
Establish performance standards for receiving physicians
Collaborate with medical directors to troubleshoot transfer issues
Manage and report on budgetary status for all assigned budgets
Recruit, train, and retain a skilled professional staff
Lead the development of training programs for department associates
Foster a teamwork environment to enhance productivity and staff advancement
Communicate departmental objectives to all staff levels
Monitor department quality objectives and performance benchmarks
Develop and implement a Customer Service Strategy for the Transfer Center
Benefits
Full-time position with a standard work schedule of 8AM - 5PM, Monday to Friday
Opportunity to lead a dedicated team in a critical healthcare function
Engagement in strategic planning and quality improvement initiatives
Professional development through training and educational programs
Supportive work environment focused on teamwork and collaboration
Full Job Description
Summary:
The Director Transfer Center is responsible for managing the operations and performance of the Transfer Call Center serving all incoming hospital admissions to CHRISTUS hospitals. This includes accountability for processes, decision support information, and initiatives to ensure transfers are facilitated as quickly as is possible while maintaining accurate placement within the receiving facility. The Director provides leadership in the monitoring, and reporting of call center performance to stakeholders. This position is responsible for providing ongoing managerial and motivational leadership, in line with the organization's values and goals, to assure the consistent delivery of high quality services by a highly qualified trained and committed professional staff.
Responsibilities:
Develops and implements strategic and tactical plans related to the development and quality improvement of the CHRISTUS Louisiana Call Center.
Facilitates the development and definition of transfer metrics that create loyalty and repeat business from external referring hospitals and facilities.
Develops performance standards and requirements for receiving physicians at CHRISTUS facilities.
Works with Transfer Center medical director(s) and Regional Vice President(s) of Medical Affairs to troubleshoot transfers that fall outside of acceptable metrics.
Budget & Financial Administration -
Develops and manages a detailed budget, and regularly reports the budgetary status of all assigned budgets including hardware, software and support components.
Staff Management -
Recruits, trains, motivates, evaluates, and retains a staff of highly skilled professionals.
Plans and manages the development and delivery of training and educational programs for all Associates within the department.
Provides ongoing leadership and motivation to ensure that Associates are focused, committed and capable of producing expected results and exceptional level of customer service, both internally and externally.
Creates and maintains a teamwork environment conducive to productive output, successful staff advancement and a rewarding work experience.
Communicate, orally and in writing, with all staff levels to provide understanding and ownership of departmental and corporate objectives.
Establish and enforce department policies, procedures and standards.
Teamwork -
Maintains and demonstrates good teamwork through actions and job performance and works well in a highly matrixed environment with multiple stakeholders with minimal noise, continuously building and strengthening relationships.
Measuring / Monitoring Performance -
Establishes and monitors department quality objectives, milestones and benchmarks. Develops and implements effective tools to measure performance against these standards and to document and regularly report on department performance.
Develops Customer Service Strategy and Plan -
Leads the Transfer Center in the development and administrations of an effective Customer Service Strategy which includes provisions to accept, record, prioritize, assign, track, and report on customer service problems and issues. Leads in the establishing programs, which promote and emphasize the commitment to exceptional customer service standards.
