Director, Clinical Call Center Operations
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Cardiocom has an exciting opportunity for a highly motivated, proven senior leader in Clinical Call Center Operations. The selected candidate will be responsible for the growth and optimization of clinical call center services supporting Cardiocom’s telehealth monitoring platform. Our customer base includes the nation’s largest and most prestigious health plans, hospitals, physician groups, home health care agencies, and coordinated care companies. Join a fast growing organization offering the latest in telehealth products and services. The qualified candidate will be a senior leader who has directed a call center with a staff of 50 to 100 or more. An RN is required, advanced degree is strongly preferred.
Founded in 1997, Cardiocom develops, manufactures and markets telehealth communication solutions and services for heart failure, diabetes, hypertension, COPD, asthma and other chronic conditions.
Get to know more about Cardiocom - visit http://www.youtube.com/watch?v=O-dD11zePdo&feature=youtu.be.
The Director of Clinical Call Center Operations provides leadership to the development and daily operation of a rapidly growing clinical call center team. The Director has responsibility to identify and implement best-practice policies and procedures for call center operations in conformance to Cardiocom values and customer service expectations. The Director works collaboratively with the Clinical Program Manager to achieve internal and external quality goals, deliver excellence in customer satisfaction and achieve growth targets. This highly visible, senior role reports to the Chief Clinical Officer.
Develop 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 Cardiocom 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.
Knowledge and Experience Requirements:
Education: Bachelor’s degree in Nursingrequired, MBA or graduate degree desirable
Experience: Leadership and direction of a call center with a staff of 50 to100 or more. Previous clinical experience in a health plan, hospital, home health care agency or acute critical care center, or care coordination company preferred.
Other skills: Strategic thinker with hands-on results oriented approach. Leads by example with a proven track record of performance. Excellent reporting, presentation and customer relationship skills that can be demonstrated in small and large group settings. Skilled senior manager who can operate with limited daily supervision. Advanced competency in MS applications including Excel, Word PowerPoint and Outlook.
Salary, Benefits and Other:
- Salary based on experience.
- Cardiocom offers a dynamic team environment with a great benefits package that includes medical, dental, 401K, flex spend, life and PTO.
- Excellent opportunity for growth and advancement.
Cardiocom is an EEO/AA employer.
For more detailed company information, visit the Cardiocom website at www.cardiocom.com.