Operations Director

Job Summary

Oversees and is accountable for all activities related to the strategic growth and development of a centralized call center, including workflow, performance data, and overall management of the operations to ensure that internal and external customer calls and requests are handled timely, efficiently and accurately.

• Responsible for the growth and development of the centralized patient access center, referral department, and pre‑certification/authorization department.
• Develop, implement and maintain quality assurance levels with internal and external customers.
• Leads continuous operation improvement by initiating and implementing performance improvement activities or projects.
• Oversees and communicates key performance indicators to senior leadership through the development of reports as needed and/or as requested.
• Responsible for overall financial management of the department, including but not limited to capital and operating budgets, variance analysis and performance, as well as management of resources within financial and workload standards established by hospitals.

Minimum

Required:

Five (5) years of supervisory experience; or three (3) years leadership experience in call center management, or healthcare related field.

Preferred/Desired: Ten (10) years supervisory experience; seven (7) years experience in call center management.

Minimum

Required:

Bachelor’s degree in Business Administration, Finance, Health Care Administration, related field or related medical group practice experience.

Preferred/Desired: Master’s degree.

Preferred/Desired: Expertise in call center functioning including metrics, staffing models, business plans, and quality and satisfaction measures.

• Director

• Other

• Management and Manufacturing

• Hospitals and Health Care