Director Contact Center - Kelsey Seybold Clinic - Patient Access Center - Pearland - Remote

UnitedHealth Group•Pearland, TX

18h•$112,700 - $193,200•Remote

About The Position

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation’s leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together. General Role Description: Responsible for leadership, management, and oversight of continuous operations (24X7) of the Contact Center. Responsible for strategic planning, oversight and development of Contact Center service strategies including maximization and use of all types of multi-media technologies including telephony and other call center system technologies, processes, and staff. Lead and develop interrelationships between the Contact Center, other departments (including IT, Marketing/Business Development, Health Care Finance, Kelsey Care powered by Cigna, Kelsey Care Advantage, Pharmacy, After Hours Nurse Triage), and clinics. Establish and develop successful relationships that provide in-depth understanding and communication of the needs of the clinics, the doctors, the patients, and the Contact Center. Provide leadership and functional direction regarding all outbound marketing/preventive medicine related campaigns Establish and manage center operating budget to ensure establish targets enable achievement of industry best practice benchmarks. Operational oversight includes: call forecasting and staff planning, quality performance monitoring, establishment of performance metrics and ongoing performance improvement processes. Responsible for coaching, counseling and professional development of Contact Center staff. If you are located in Pearland, TX, you will have the flexibility to work remotely as you take on some tough challenges. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

8+ years progressive contact center management of a 24 x 7 operation which directly supports in-bound and out-bound call activities
OR For internal employees, 7+ years of experience in a strategic leadership or operations management role
Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word, Microsoft Project and Microsoft Visio
Demonstrated track record of exhibiting solid leadership skills with the ability to develop and execute both strategic and tactical business initiatives
Demonstrated analytical skills utilized in the development, implementation, monitoring and adjustment for routine core responsibilities and project management

Nice To Haves

10+ years of experience managing a large multi-specialty medical practice, integrated delivery system, insurance plan or health care related contact center
Experience with Epic Healthcare system
Experience or familiarity with Microsoft Access
Solid communication and interpersonal skills with the ability to present information concisely in order to drive decisions and action
Solid staff development skills

Responsibilities

leadership
management
oversight of continuous operations (24X7) of the Contact Center
strategic planning
oversight and development of Contact Center service strategies including maximization and use of all types of multi-media technologies including telephony and other call center system technologies, processes, and staff
Lead and develop interrelationships between the Contact Center, other departments (including IT, Marketing/Business Development, Health Care Finance, Kelsey Care powered by Cigna, Kelsey Care Advantage, Pharmacy, After Hours Nurse Triage), and clinics
Establish and develop successful relationships that provide in-depth understanding and communication of the needs of the clinics, the doctors, the patients, and the Contact Center
Provide leadership and functional direction regarding all outbound marketing/preventive medicine related campaigns
Establish and manage center operating budget to ensure establish targets enable achievement of industry best practice benchmarks
Operational oversight includes: call forecasting and staff planning, quality performance monitoring, establishment of performance metrics and ongoing performance improvement processes
Responsible for coaching, counseling and professional development of Contact Center staff