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In an environment of continuous quality improvement, the Director, Contact Center is responsible for day to day operations, managing and directing all aspects of contact center operations to support strategic goals and excellent patient experiences. Exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times.
Job Functions
In collaboration with leaders, providers, and AVP, develop and execute strategies and solutions that support our patients and community health needs, and are aligned with organizational goals.
Oversee and optimize contact center operations policies and procedures to enhance customer interactions and ensure efficient workflows as well as compliance in nursing protocols. Maintain knowledge base of software and IT systems, keeping current on industry trends and advancements.
Conduct quality assurance activities like call monitoring, data review, coaching with an emphasis on quality, consistency, and accuracy.
Analyze contact center data to identify opportunities and challenges to guide operations, sharing dashboard reports, metrics, data, and analytical reporting.
Performs all other duties as assigned.
Qualifications
Minimum Education/Experience Required:
Bachelor’s degree in nursing.
Current licensure in the State of Ohio and West Virginia as a Registered Nurse required.
Minimum of 3 years healthcare experience preferred.
Special Knowledge, Skills, Training
Must have strong customer service and communication skills.
Ability to build strong relationships.
Service oriented with positive attitude a must.
Computer proficiency a must.
Knowledge of process improvement or change management experience is beneficial.
Compensation Details: Education, experience, and tenure may be considered along with internal equity when job offers are extended.
Benefits: Memorial Health System is proud to offer an affordable, comprehensive benefit package to all full time and flex time employees. To learn more about the many benefits we offer, please visit our website at www.mhsystem.org/benefits.
Bonus Eligibility: Available to qualifying full or flex time employees. Eligibility will be determined upon offer.
Memorial Health System is an equal opportunity provider and employer.
If you wish to file a Civil Rights program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, found online at https://www.ocio.usda.gov/document/ad-3027, or at any USDA office, or call (866) 632-9992 to request the form. You may also write a letter containing all of the information requested in the form. Send your completed complaint form or letter to us by mail at U.S. Department of Agriculture, Office of the Assistant Secretary for Civil Rights, 1400 Independence Avenue, S.W., Stop 9410, Washington, D.C. 20250-9410, by fax (202) 690-7442 or email at program.intake@usda.gov.
Memorial Health System is a federal drug-free workplace. This policy prohibits marijuana use by employees.
Seniority level
Director
Employment type
Full-time
Job function
Other
Industries
Hospitals and Health Care
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