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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 Centralized Scheduling, Nurse Advice Line services, Disease Management telephone services, Communications Center operator 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. Provides operational leadership to the comprehensive Contact Center/Nurse Advice Line, and Telemedicine to include quality, service, goal setting, and deliverables.
  2. Continually improving the level of service provided to patients, families, internal customers, and physicians served by the Contact Center and Telemedicine.
  3. Participates in the development, planning, marketing, implementation and evaluation of new programs and services with services through the strategic and operational business planning process.
  4. Assumes accountability for the development and management of the department budget within established fiscal guidelines and facilitates the monthly analysis of budget performance inclusive of the accounts receivable (AR) process of billing and collecting contracted physician payments for Nurse Advice Line services and the revenue cycle for Telemedicine services.
  5. Organizes, directs and participates in compilation and fiscal analysis of data/statistics/dollars to support strategic planning and operational decision-making.
  6. Maintains current knowledge of industry trends, changes in practice and legislative/legal issues through membership in professional organizations, conferences and review of the literature.
  7. Ensures all needed technology systems and support for technology systems, in a state of the art Contact Center and Telemedicine, are in place.  Supports and participates in the continuous assessment and improvement of the quality of care and services.

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 nursing, business administration, health administration, or related discipline is required. 

KNOWLEDGE SKILLS & ABILITIES*

  • Deep knowledge of insurance industry pre-certification tools and techniques.
  • 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.
  • 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, EMR, Information Systems, Patient Care, Management, Healthcare, Technology