Skip navigation
#195633

Sr. Director, Call Center Operations

Egg Harbor, NJ
Date:

Overview

Placement Type:

Permanent

Salary (USD):

$175K

Start Date:

06.03.2024

The Sr. Director of Call Center Operations is responsible for the strategic direction of the center, ensuring operational excellence and supporting the growth of the organization. Acting as both a player and coach, this role oversees operations while driving the development, design and execution of process enhancements within the center.

KEY RESPONSIBILITIES:

  • Strategic Planning and Vision: Develop and execute a strategic vision for call center services that aligns with the overall goals and objectives of the organization.
  • Team Leadership and Development: Provide leadership, mentorship, direction, and support to a multidisciplinary team of call center staff, including schedulers and support personnel. Foster a culture of collaboration, excellence, accountability and continuous improvement within the team.
  • Operational Oversight & Quality Assurance: Ensure the efficient and effective operation of the call center, including call routing, scheduling, registration, pre-authorization, and referral coordination processes. Monitor key performance and quality metrics. Implement strategies to optimize workflow, reduce wait times and improve resource utilization.
  • Technology Utilization: Leverage technology solutions such as Salesforce (CRM), scheduling software, and telecommunication tools to streamline processes and improve communication. Stay abreast of emerging technologies and trends in IT.
  • Compliance and Regulatory Oversight: Ensure compliance with relevant healthcare regulations, privacy laws, and accreditation standards. Stay informed about changes in regulations and implement necessary updates to policies and procedures.
  • Interdepartmental Collaboration: Collaborate closely with clinical departments, marketing, revenue cycle management, information technology, and other key stakeholders to facilitate seamless coordination and information exchange. Establish effective communication channels and workflows to support interdepartmental collaboration.
  • Financial Management: Collaborate with finance and revenue cycle management teams to monitor financial performance indicators including revenue, expenses, and productivity metrics. Identify opportunities to optimize revenue cycle processes and reduce operational costs while maintaining high-quality care delivery.

QUALIFICATIONS:

  • Bachelor’s degree in related field or equivalent required; Master’s degree preferred.
  • 10+ years of progressive experience in development of managerial skills, with proven leadership responsibility and a track record of successful accomplishments. This position requires knowledge of Call Center functions and information systems implementation, team building, process improvement, maintenance & support, preferably in a healthcare setting.
  • Previous experience in call center leadership roles.
  • Demonstrated ability to think strategically, innovate, and drive results in a fast-paced, dynamic system.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Proficiency in utilizing software applications.
  • Demonstrated ability to lead and motivate a diverse team of professionals.
  • Commitment to continuous quality improvement.