Director, Clinical Call Center Operations
CurrentDevelop and implement performance targets for care coordination services, quality, efficiency and profitability. Enhance clinical care management software platform, telephony and work flow systems and processes. Direct certification efforts and clinical protocol development. Provide key account support through direct contact with customers utilizing call center services. Enhance customer relationships through the provision of thorough and comprehensive status reports, timely response to customer requests and hosting customer visits to the call center operations.Review monthly and annual progress against plan. Identify opportunities and challenges, balance resources, and forecast staffing and resource needs. Work collaboratively with other senior leaders to meet short and long term business objectives.Maintain keen awareness of industry trends in call center management. Recommend investment and/or program changes to maximize business development and profitability. Incorporate performance targets into training provided by the call center supervisor. Provide performance evaluation of staff with constructive feedback, training opportunities and policy/procedure changes to optimize results.Establish hiring profiles and interview procedures to attract and retain qualified clinicians. Direct the training, development and mentorship of clinical talent to promote the professionalism of individual and call center performance.
