Chuck Langle Email & Phone Number

Remote

In this position, I handle the relationship and performance operations between DispatchHealth and our Vendor/Service Partners supporting the Care Organization.Responsibilities include:• Primary liaison between the Vendor and the Business Owner.• Manage large and culturally diverse teams to achieve results. • Assist in creation of policy with internal Vendor/Partner support team.• Responsible for interaction of partner initiatives/requirements with Business Process Owners and DispatchHealth • Support organizations including, but not limited to, Revenue Management Operations, Training and Support, QA, WFM, Finance, Procurement, Project Management and IT to assure organizations are supported appropriately to ensure success. • Responsible for the Partner’s development of process improvement requirements, and the management of the communication of those initiatives within DispatchHealth and act as process champion of initiatives. • Manage alignment of Vendors/Partners with internal DispatchHealth processes, ensuring support is delivered for operational issues with DispatchHealth’s IT Department, Help Desk, Customer Care Centers and Market Operations and build strong relationships with these internal teams. • Own engagement with DispatchHealth Business Process Owners to ensures all parties are working with the proper levels within Vendor/Partners

Dallas, Texas

Lead, motivated, and managed the Dispatchhealth Care Team – Dallas to build and maintain a culture of exceptional service, teamwork, and high performanceEnsured Care Team agents were equipped to manage issue escalation, and troubleshooting, and were aligned with current company priorities and able to deliver on the highest level of service for each medium of service: inbound/outbound calls, emails, chats, etcLead the Care Team – Dallas to meet organizational objectives related to customer service, patient conversion, patient satisfaction, clinical support and clinical team support

Austin, Texas Area

• Develop new hire training curriculum, materials, and schedules for Grubhub• Implemented training feedback process to ensure new hire specialists are trained on the most relevant technical skills, scenarios, and processes• Regularly meet with department managers to discuss and compose policy and procedure changes, and their effect on training• Create and implement self-paced learning modules for new and seasoned specialists• Oversee new hire agentsduring their on the job portion of training by setting schedules, answering questions, and handling escalations

Austin, Texas Area

* Data collection, analysis, and distribution of essential call center KPIs* Internal tools Product analysis and development* Process improvement * Excel dashboard reporting* SQL querying to determine trends and opportunities for process improvement

Greater Chicago Area

• Collaborated with multiple vendors to facilitate both Quality Assurance & Training programs• Trained and audited partner QA & Training staffs to ensure KPI’s were met• Monitored partner communications to ensure consistent quality and provided constructive feedback & coached in a manner that results in improved performance• Implemented weekly Quality calibration sessions to ensure consistency• Generated metrics from multiple data points to identify overall Quality trends and Training opportunities

Greater Chicago Area

• Instituted “Peer feedback” system to help identify knowledge gaps• Created QA trend analysis to identify and implement training opportunities • Contributed to internal Knowledge Base.in response to knowledge gaps as identified • Created and delivered training modules as needed

Greater Chicago Area

• Assisted in the creation and implementation of a QA Form and scoring methodology• Implemented Quality Assurance Feedback tracking system to improve effectiveness of QA program• Headed project with the WFM team to identify “off peak” time to conduct QA reviews• Conducted agent quality reviews and reported on results

Philosophy

Bachelor'S Degree, Philosophy