Assistant Director, Customer Care Contact Center (C4) - Houston, TX

 
Position: Assistant Director, Customer Care Contact Center (C4) - Houston, TX

Job ID: 148026

Location: US-TX-Houston

Department: CONTACT CENTER - ADMIN/SUPPORT

Talent Area: Professional - Non-Clinical

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 8a - 5p Monday - Friday

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.   Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.   To join our community of 13,000 dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org.

Summary:

We are searching for an Assistant Director Contact Center – someone who works well in a fast-paced setting. In this position, you’ll be responsible for the day-to-day operations and activities in the Customer Care Contact Center, including achieving targeted goals for service level performance, abandonment rates, forecast accuracy and workforce productivity for each contact center function and workgroup supported; managing and leadership of processes for the continuous improvement of the customer experience and access to care. This role will also be responsible for quality management, capacity management, workforce planning, recruiting, coaching and training.

 

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Responsibilities :

Job Duties & Responsibilities

 

  • Assures optimal workforce staffing and temporary worker strategies by monitoring productivity levels, measuring and analyzing key performance indicators based on volume, required service levels, WHPUOS targets and budgetary guidelines
  • Assures service goals for multi-channel call center performance are monitored daily and reported to director when outside expected threshold
  • Leads and optimizes non-clinical quality assurance program which monitors scheduling and registration quality
  • Assures quality standards are consistently maintained by monitoring and reporting scores to director
  • Optimizes use of speech tags in call recording software to data mine key elements and improve patient satisfaction
  • Develops and implements operational processes for telephonic and digital scheduling platform inclusive of web applications to support expansion of existing or future patient scheduling and access services related to the Contact Center by working with key stakeholders as needed
  • Develops, implements, and manages outbound campaigns
  • Assumes responsibility for ongoing development and implementation of Guided Scheduling Questionnaires
  • Acts as liaison for telecom and technology by offering industry experience and expertise
  • Supports MyChart adoption and optimizes C4 communications through MyChart
  • Represents C4 to support online and direct scheduling functions
  • Provides subject matter expertise in Epic template capacity management
  • Assumes responsibility for ongoing development of a centralized referral intake program
  • Coaches and develops individual team members by providing structured feedback through weekly leader engagement meetings, annual goal setting and informal and/or formal PMP follow-up at least twice per year
  • Promotes individual professional growth and development by meeting requirements for mandatory continuing education and skill competency
  • Supports department-based goals which contribute to the success of the organization
  • Ensures appropriate staff competency and ongoing education by working closely with the managers, supervisors, quality analysts and the Revenue Cycle Education Training Team to ensure training is relevant to staff job expectations
  • Coordinates training from other departments with the Revenue Cycle Education Training Team


Qualifications:

Skills & Requirements

 

  • Bachelor’s Degree in business, technical, or a healthcare related field
  • Four years of experience in contact center communications, technology operations, or healthcare experience including the patient registration, appointment scheduling, and the physician referral process may substitute for the Bachelor’s degree
  • 5 years of experience in healthcare, customer service, contact center communications, or technology operations is required
  • 2 years of experience in a supervisory role is required
  • Knowledge of customer service, digital technology and contact center technology
  • Knowledge of current business practices, information technology including interfaces, and knowledge of best practices and standards involved with effective patient access services
  • Must have abilities in leadership, team building, and appropriate written and verbal communication, analytical and organizational skills
  • Must have ability to deal effectively with patients, medical staff, administration and the public
  • Must demonstrate the ability to work independently with minimal supervision
  • Knowledge of healthcare patient registration, appointment scheduling, and the physician referral process is preferred


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