Director, Referral and Contact Center, Full Time Exempt, Central California Network

Adventist Health • Reedley, CA

295d

About The Position

Assumes responsibility for the strategic planning and execution of the referral and contact center operations. Plans, directs, coordinates, and oversees all activities and associates for network centralized contact center, consisting of the ambulatory and imaging referrals process and a comprehensive call/contact center. Develops and manages programs designed to improve care access and increase market share. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Supervises and directs the activities of various levels of assigned personnel using both professional and supervisory discretion and independent judgment.

Requirements

• Bachelor's Degree or equivalent combination of education/related experience: Required
• Master's Degree: Preferred
• Seven years' technical experience: Preferred
• Five years' leadership experience: Preferred

Responsibilities

• Design operational strategies to ensure high levels of customer service and operational efficiencies in the network contact center.
• Identify, measure and report on benchmarked performance outcomes related to referral processing, appointment scheduling and call answer/completion/response times.
• Develop strategic programs and tactics designed to improve care access for patients and increase market share.
• Lead expansion of current call center to support one centralized contact number for all rural health and foundation clinics.
• Collaborate with relevant stakeholders to develop and comply with organizational policies and procedures related to timeliness of service for patients.
• Manage, direct, and lead the departmental staff to ensure maximum productivity and efficiency.
• Plan/monitor/maintain FTE, capital, and operational budgets.
• Perform other job-related duties as assigned.

What This Job Offers

• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees