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DIRECTOR OF CONTACT CENTER

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Posting Details

Posting Details

Position Title DIRECTOR OF CONTACT CENTER
Job Category Managerial
Posting Number 20162142
Position Status Active-Full-Time
Positions Supervised

DIRECT
Assistant Director
Patient Access Supervisor (3)
Training & Quality Assurance Lead
RN Triage Lead (in conjunction with Nursing Director)

INDIRECT
Supervisors (2), Leads (2), Staff/Agents (37)
Leads (4), Agents (56)
Training & Quality Specialist (1)
Triage RNs (6 to 9)

TOTAL: 6 Direct and 108+ Indirect

Customer Service Statement

CUSTOMER SERVICE: Demonstrate adherence to the Group’s Customer Service Standards designed to support the mission of USF Health: enhancing life by improving health through research, education and healthcare. Our commitment is to improve the full spectrum of health, from the environment, to the community, to the individual. Together, through talent and innovation, USF Health is developing real-world solutions to reach our shared value – making life better.

Position Summary

Oversees and directs the development and organization of the Patient Access Center for USF Physicians Group. This includes policy formulation, training, budget development, performance monitoring and trends, quality assurance, and capacity planning for both the Patient Access. Collaborates with senior leadership to develop tactical and strategic plans that align with USFPG’s initiatives and goals. Leads in the management, planning and design of telecommunication systems, call flow processes and strategies for USFPG practice sites. Assures that process linking calls to schedules is seamless. Works closely with USF Information Technologies (main campus) and USF Health Information Services to maintain and manage the USFPG telecommunications infrastructure and access center technologies.

The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall organization’s operational targets as well as the daily business decisions. Calls are of an inbound and outbound nature, and electronic and portal customer contact is growing rapidly.
The Director of Patient Access Center executes the vision for the operation insuring the Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Position Requirements

Educational Requirements: Bachelor’s degree in Business Administration, Healthcare Management or related field required.

Experience Requirements: Five to seven years progressive management experience in a call center environment required. Access Center experience in a multi-specialty ambulatory care facility, preferred.

Business Skill Requirements: Comprehensive knowledge of principles and practices of medical group organizations and management in appropriate area. Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities. Exceptional ability to develop and manage results-oriented recruiting and training programs. Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations. Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing. Computer Skills: Microsoft Outlook and Word with advanced Excel skills.
Occasional travel to meet with clients at USF clinical sites.

  • Requirements reflect the minimum level necessary to be eligible for this position. Equivalent combinations of education and experience may be considered.
Customer Service Performance

CUSTOMER SERVICE PERFORMANCE EXPECTATIONS: Courteous and helpful behavior towards patients, physicians, coworkers and external customers; professional and efficient verbal and written communications; accomplishing tasks through teamwork and initiative; and ensuring a timely and thorough response to complaints and/or critiques, and anticipating the needs of all you come in contact with.

Physical Demands
Special Instructions to Applicants
Location UPC BLDG - USF TAMPA
Department Name CLINICAL OPERATIONS
Work Schedule Summary

Specific Duties and Responsibilities

Percentage Summary
Duties

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for patient contact and issue resolution,
• Responsible for development and administration of annual department budget to attain business goals with operational stability,
• Develop, implement and maintain effective internal Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Patient Access Center,
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
• Coordinate analytic, strategic and technical resources to meet client (Clinical Departments) and customer (Patient) expectations and insure satisfaction,
• Manage and expand client and coworker relationships, to include clinical departments, revenue cycle, clinical operations and information technology teams.
• Insure compliance with regulatory agency guidelines and standards.

Percentage 75
Duties

Leads patient access activities related to appointment scheduling and communication between patients and the practice assuring the highest standards of customer service. Assures the process linking calls to schedules is seamless by working with Division Directors, Chairs and Faculty to assure protocols are not restrictive to patient access. Circumvent and avoid problems with the protocol by creating/editing protocol guidelines for the Call Center, working with Faculty and Administrators, to clarify, build and communicate expectations.
Determines access center operational strategies by conducting needs assessments, trends, performance reviews, capacity planning and cost / benefit analysis. Leads in the design and implementation of access center processes, staffing models and technology that support business objectives and improvement efficiencies. Reports operational performance to the leadership team.
Facilitates process improvement activities by participating in ongoing communications with clinical providers and department leaders to maintain quality, uniformity, consistency and integrity of protocol guidelines and appointment scheduling. Develop, maintain and leverage strong relationships across the organization to ensure issues impacting customers and the access center are properly addressed.
Trains, defines methodologies, oversees the collection and analysis of data, and facilitates the development of and promotes support for best practices; communicates and regularly disseminates information to the access center workforce around the company’s strategy, goals and changing initiatives.
Reviews monthly and annual progress against budget plan to identify opportunities and challenges. Maintains awareness of industry trends in access center management, technology, and customer service.
Responsible for personnel management of department staff. Interviews, hires, trains, evaluates, counsels, disciplines and terminates employees as appropriate.
Prepares and presents the departmental budget and controls expenditures.

Percentage 10
Duties

Works closely with IT colleagues to leverage USFPG telecommunications network by formulating, evaluating and reviewing short and long range telecommunication plans to meet business requirements; collaborate on performance improvement initiatives.

Percentage 10
Duties

Perform other duties as assigned – special projects, etc.

Percentage 5
Duties

Liaison for after-hours on-call activities. Provides technical support and serves as liaison with answering service vendors during trouble identification, evaluation and resolution. Exercises considerable initiative, planning, and judgment. Maintains department, division, and physician profiles. Assists with contract negotiation and obtaining quotes for services from vendors.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter
  2. Letter of Recommendation 1
  3. Letter of Recommendation 2
  4. Letter of Recommendation 3