Director Patient Engagement Center

Schuylkill•Allentown, PA

11d•Onsite

About The Position

Manages a high-volume call center and develops and implements plans and services that promote network growth and strategic vision. Plans, organizes, and manages all material, financial, and human resources within assigned areas. Responsible for program planning, budget development, goal development, performance improvement, and operational improvement. Establishes a culture of service excellence focusing on patient, physician, and colleague satisfaction and engagement.

Requirements

Bachelor’s Degree
7 years experience in a hospital, medical practice, healthcare, call center, or customer services environment with demonstrated track record of success in progressively responsible assignments in senior leadership positions.
3 years improving workflow/processes and customer satisfaction.
Demonstrated leadership and ability to inspire, develop, and engage teams in a fast-paced healthcare environment.
Strong interpersonal skills and emotional intelligence, fostering positive relationships.
Proven ability to coach, mentor, and develop staff to achieve performance, quality, and service excellence goals.
Strong critical thinking and problem-solving skills, utilizing sound judgment to identify issues, evaluate options, and implement effective solutions.
Demonstrated customer service and patient-centric mindset with a commitment to delivering an exceptional patient experience.

Nice To Haves

Master’s Degree
2 years Call center management
2 years medical practice operations.
Knowledge of telecom reporting and use.
Knowledge of call center staffing methodologies.
Previous training in LEAN or Six Sigma.
Previous training in scheduling, customer relations systems, or logistics software systems.

Responsibilities

Designs and implements goals, objectives, plans, and processes for departments to incorporate lean thinking and cost efficiencies.
Ensures departmental services are responsive to the needs of the patient, medical staff, and inpatient and outpatient.
Coordinates all promotional plans, marketing projects, and public relations efforts.
Develops and monitors departmental budgets, including capital and departmental operating expense.
Ensures quality indicators are met per program; assesses and addresses specific plans for new growth opportunities.
Ensures that department goals are being met, assesses goal progress and when necessary, directs changes to affect desired outcomes.
Prepares annual performance improvement report summarizing indicators, corrective action, and follow-up evaluation.
Develops and reports on key indicators to evaluate access to and utilization of services.