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Director Contact Center

Work Schedule/Days:  Variable / Monday - Friday; Variable
Employment Type:  Full-Time
Requisition #:  30313

JOB SUMMARY

The Director, Contact Center is responsible for operational, strategic and, financial leadership for the execution of business strategy for the Contact Center to include One Point of Contact, Nurse Advice Line services, Disease Management telephone services, and Telemedicine Program.

This leader proactively supports the efforts that ensure delivery of safe patient care and services and promotes a safe environment at Children's Healthcare of Atlanta. The position reports to the Senior Director, Physician Practice Services. Approximately 100 Contact Center professionals report through this leader, including six direct reports.

JOB RESPONSIBILITIES*

  1. Provide operational leadership to the comprehensive Contact Center, Nurse Advice Line (NAL), and Telemedicine including implementation of annual business plan objectives.
  2. Continually improve the level of service provided to patients, families, internal customers, and physicians served by the Contact Center, NAL and Telemedicine.
  3. Maintain current knowledge of industry trends, changes in practice and legislative/legal issues through membership in professional organizations, conferences and review of the literature.
  4. Ensure all needed technology systems and support for technology systems, in a state of the art Contact Center, NAL and Telemedicine, are in place. Liaison with technology vendors for the Contact Center and Telemedicine to build partnering relationships.
  5. Identify, design, and activate operational improvements and practices, including:
    • Analyze and modify access and patient throughput to ensure Children’s maximizes the time patients are in the facilities;
    • Evaluate and improve patient satisfaction;
    • Conduct productivity analysis and efficiency studies. Make recommendations for optimization; and
    • Identify staffing and people development needs.
  6. Responsible for the financial viability of the Children’s Contact Center as assigned, including, but not limited to:
    • Monitoring progress against budget;
    • Planning and implementing capital expenditures;
    • Following progress of business office (either central or local); and
    • Plan and maintain operating budget.
  7. Serve as a resource for special task forces throughout Children’s as needed.

EXPERIENCE*

  • Minimum of five (5) years of management experience within a contact center in a high acuity healthcare setting.
  • Broad based experience with call center software, communications technologies, local area networks, and interfacing technology is required. Working knowledge of EMR systems is required. 
  • Working knowledge of leading customer service methodologies for contact centers. Demonstrated ability to deliver world-class patient experience in call center setting. 

EDUCATION

Bachelor’s degree in business administration, health administration, or related discipline is required. 

KNOWLEDGE SKILLS & ABILITIES*

  • Working knowledge of leading customer service methodologies for contact centers. Demonstrated ability to deliver world-class patient experience in call center setting.
  • A track record of leading the organization through complex business improvements. Hands on experience taking a strategy, developing processes, and implementing changes.
  • Strong analytical skills. Proven ability to develop and implement processes that achieve tangible improvement as it relates to patient access, patient throughput, patient experience, and staff retention.
  • Strong command of the principles associated with financial analysis, strategic planning, physician practice operations, and healthcare information systems.
  • Demonstrated skills and aptitude for conflict resolution, problem-solving, staff development and time management.
  • History of building and fostering trusting, sustainable relationships, both internally and externally. Able to collaborate and partner with other subject matter experts and departmental leaders.
  • Active listener. Able to communicate with surgeons and clinical leaders using empathy. Seek to understand their point of view and needs.
  • Ability to balance emotional intelligence and business insights when communicating with stakeholders. Possess the depth of experience to know when to persuade vs. negotiate. Able to take raw data and turn it into a relatable story that fairly represents the facts and incorporates the end user’s needs.
  • Senior consultant level facilitation skills. Able to balance and surface multiple perspectives in the audience.
  • High level of service orientation—responsive to the needs of physicians, clinical staff, and patients.
  • Strong track record of developing and engaging a team. Demonstrated ability to build trust, mentor, conduct regular check-ins, use situational leadership, etc. Approachable and enthusiastic leader who is accessible and visible to the team on a regular basis.
  • Self-motivated and directed individual who pays attention to the details and doesn’t cut corners. Ability to multi-task and prioritize activities in a high energy setting.
  • An individual of the highest integrity with high levels of energy, maturity, humbleness, and honesty.
  • Proficient in Excel, Word, and PowerPoint.

PREFERRED QUALIFICATIONS*

  • Masters degree.  
  • Experience in a pediatric setting.
  • Experience with EPIC medical records technology.

CERTIFICATION SUMMARY

No professional certifications required

 

About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 28 neighborhood locations and a total of 638 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 70 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been ranked on Fortune magazine’s list of “100 Best Companies to Work For” for thirteen consecutive years and named one of the “100 Best Companies” by Working Mother magazine. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow. 

Have questions about the recruitment process?  Check out What to Expect.

Location:  Office Park (1645)  -  1645 Tullie Circle, Atlanta, GA  30329
Function:  Leadership/Management - Director/Senior Director


Nearest Major Market: Atlanta

Job Segment: Manager, Medical, Information Systems, EMR, Pediatric, Management, Healthcare, Technology