Associate Director of Contact Center

Compass Health Center•Chicago, IL

13d•$75,000 - $100,000

About The Position

The Associate Director of Contact Center will be responsible for oversight of the daily functions of Contact Center. This role will lead our team of intake specialists and team of Senior Intake Specialists. Responsibilities will include refining our current inquiry process, screening process, monitoring and improving team conversion, ensuring appropriate staffing to meet community demand, timekeeping for the intake specialist team, performance management, and onboarding of new hires. The primary goals within the role will be supporting and creating access to care through initiative work; ultimately increasing admissions.

Requirements

Knowledgeable of PHP/IOP and available community resources
Able to maintain a courteous, diplomatic, and helpful orientation.
Able to use good judgment and function well in pressure situations.
Timely, accurate and thorough documentation of client records as well as work activities.
Bachelor’s degree in human services, Health Care, Social Service
5+ years of experience (ideally with some operational exposure)

Nice To Haves

Master's degree preferred

Responsibilities

Oversee daily management of the Contact Center Representatives’ tasks and operations including scheduling, managing PTO requests, development and motivation of personnel, and resolving employee issues.
Ensure optimal department efficiencies and staffing levels, using metrics to measure and report on the performance of the staff individually and of the department.
Establish clear guidelines for uniform service, addressing issues in a timely manner, and coaching staff to expectations.
Effectively resolve complex or non-routine caller support issues while providing superior customer service
Create, implement, and maintain clear, easily understood procedures for new or existing processes or technologies.
Accountable for compliance and risk management within the department, including customer identification, implementation, and inspection of internal controls, and ensuring staff compliance with healthcare guidelines (i.e. HIPPA).
Maintain a thorough understanding of Compass’ services across all sites and a general understanding of competitor’s in the market.
Seek to improve department processes and execute in process improvements by identifying areas of opportunities, obstacles and inefficiencies for staff within their workflows
Seek to improve customer experience and remove barriers for those seeking care
Lead in discovery, research, implementation, and training of phone system advancements, EMR and other technology needs to support patient’s seeking care at Compass, as well as presenting recommendations and proposals.
Serves as a liaison between the Contact Center and other departments within Compass
Work directly with the core during project implementation or routine troubleshooting
Serves as back up within the Contact Center team as needed.
Support community partners and relationships within the Contact Center experience