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Director of Call Center Operations
Director of Call Center OperationsTeleSpecialists LLC • Atlanta, GA, US
Director of Call Center Operations

Director of Call Center Operations

TeleSpecialists LLC • Atlanta, GA, US
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Job Description

Job Description

This is an in-person office position at our Brookhaven, ATL office.

About Us :

TeleSpecialists is transforming healthcare delivery as the nation's largest and fastest-growing digital healthcare leader. By providing expert neurological and psychiatric care directly to over 400 hospitals and health systems across the country, we don't just provide care; we pioneer solutions that make quality healthcare easily accessible.

Join a team where your passion meets our purpose. If you’re inspired by innovation, thrive in a collaborative and entrepreneurial environment, and want to be a part of a team that’s reshaping the future of patient care, we want you on our team. At TeleSpecialists, you'll discover more than just a job. You will be able to experience meaningful work, accelerated career growth, and the opportunity to redefine healthcare for the future.

Tele Specialists Offers :

  • A great culture with a team environment
  • A fun, diverse work environment
  • A rapidly growing company with career advancement opportunities
  • Medical, Dental and Vision benefits
  • Tuition Reimbursement
  • 401k match
  • Paid Vacation
  • Leadership Training Classes
  • Mentorship Program

About the Role :

The Director, RRC is responsible for leading 24 / 7 / 365 Emergent and Routine clinical call operations. This position reports to the VP of Operations and works closely with Operations, Quality, Client Success, Med Staff, IT, Credentialing and Finance to streamline physician and nurse manager response time, improve call operations quality, and reduce costs of call center operations. The Director, RRC will assist / lead development and launch of new processes and escalation protocols, optimize workflows, train, and mentor call center staff. This role is responsible for data collection and reporting KPIs for call operations. The ideal candidate for this role exhibits functional ownership, servant leadership and mastery of the clinical and non-clinical aspects of call operations. The Director, RRC works with the VP of Operations and TS Leadership to develop the company’s services / programs & policies. They exhibit confidence in their interactions with senior leaders, providers, and business partners.

Essential Duties and Responsibilities :

  • Oversight of the development and administers call center workflows, KPIs, Downtime workflow and quality review of, Operations policies and procedures and individual / team goals.
  • Ensures the Continuous review of workflows, creating and improving workflows to increase efficiency.
  • Works closely with Operations Managers, Senior Nurse Manager (Director), & Call Center Operations Coordinator - Capacity to schedule call center operators, nurse managers and physicians for all service lines.
  • Leads high level analysis of call center operations and future modeling to meet ongoing RRC capacity demands.
  • Assigns or Leads root cause analysis of call center delays, errors, and technology gaps / failures.
  • Collaborates with TS IT & Operations Managers to evaluate technology, vendors, costs.
  • Responsible for working with OPS, Call Center, IT, and physician SMEs to provide up-to-date training for new hires and ongoing call ops changes and service expansion for the entire team located in multi-site call center environments.
  • Ensures individual Call Center team members understand and comply with call center objectives, performance standards, quality standards and policies.
  • Prepares monthly reports detailing call center activity and presents data to executive committee.
  • Monitors and evaluates employee performance, providing learning and coaching opportunities, and taking corrective action, if needed.
  • Ensures productivity levels are maintained, exceeded.
  • Identifies operational issues and recommends / implements improvements.

    • Qualifications :

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excellent verbal, written and inter-personal communication skills.
  • Ability to coach, train and motivate employees and evaluate their performance.
  • Excellent problem solving, leadership and customer service skills.
  • Ability to remain calm and courteous under pressure and navigate tense situations with internal and external stakeholders.
  • In depth clinical knowledge and experience in care delivery / telemedicine in areas of Emergency Neurology, Routine Neurology, EEG, and Emergency Psychiatry.
  • Ability to launch / master new clinical and non-clinical telemedical services.
  • Work collaboratively with employees, peers, and management to achieve business goals.
  • Ability to solve problems quickly and effectively, using excellent critical thinking skills and emotional intelligence to build rapport with the staff at all levels within and external to the organization.
  • Highly analytical, thorough, and detail-oriented with the ability to demonstrate command of details and articulate those details at a higher level.
  • Highly self-motivated, directed, and proactive.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Create a work environment that supports and values a high degree of professionalism and teamwork.

    • Education / Experience :

  • MSN, MBA, or MHA preferred.
  • BSN and 5+ years clinical bedside experience, required.
  • Active RN License in GA
  • Leadership Experience required
  • Knowledge and experience specific to telemedicine, stroke coordination, emergency / critical care, transfer center / call center is preferred.
  • Experience and comfort with health information technology and team management.
  • Experience and comfort with the client- and clinician-facing communications.

    • Computer Skills :

    To perform this job successfully, an individual should have knowledge of :

  • Microsoft Office Suite
  • Data analysis and business intelligence tools such as Domo is a plus

    • Physical Requirements :

  • Prolonged periods of sitting at a desk and working on a computer
  • Must be able to lift 15 pounds at a time
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