Overview

The Sr Director, Patient Services is responsible for the overall strategic and tactical direction and full oversight of our high touch concierge call centers that are accountable for delivering an empathic exceptional patient experience to individuals struggling with health concerns. It is also responsible for processing patient and physician reimbursement claims in timely and accurate manner. The department operates in multiple locations, up to 7 days a week from 8am – 11pm. The role is directly responsible for day to day operations and building high performing operational/service teams in complex business environments. The role is accountable for achieving world class service orientated teams both from an operational procedure perspective as well as people and organization design perspective with an extremely keen focus on complete end to end customer satisfaction.

The position requires cross functional collaboration working directly with executive partners, clients, and internal/external business support teams. This position will manage all employees for the department and be responsible for the hiring, training, development, and performance management of all staff. Additionally, this position will oversee third party outsourced call centers. 

This individual will have primary responsibilities for driving day to day customer contact operational excellence for a suite of client products/services across multiple facilities, including outsourced facilities. Driving an empathetic culture focused on the customer, first call resolution, customer experience, and overall world class service expectations. This area supports high call volumes from patients

Responsibilities

• Construct and develop a high performing service organization that is focused on customer empathy, outcomes, continuous quality improvement that is aligned with the market penetration and brand adherence goals of our clients.​
• ​​Lead a staff of 100 personnel in day-to-day customer contact center efforts across multiple facilities ​
• ​​Develop the organization and staff through training and extensive employee/consultant engagement initiatives that deliver outstanding communication, personal development, and passionate/dedicated staff that will grow with our client’s programs. ​
• ​​Create and manage performance through common industry performance indicators. Define operational service metrics that are aligned to world class customer outcomes Satisfaction​
• ​​Drive employee engagement based performance improvements​
• Develop recognition and award programs
• Define service transformational roadmaps that will deliver scalable solutions across people, process, and technologies that are aligned to the future needs of our client’s programs.
• Develop staff expansion solutions that can quickly plan and mobilize new teams to meet new program demands from our clients
• Drive staff forecasting and general resource management functions.
• Comply with all HIPAA, internal business controls, and all quality management system expectations.
• Develop and implement best practices, policies, and procedures that maximize staff performance and client/customer outcomes.
• Drive quick service improvements and make tactical and strategic decisions effectively with little guidance.
• Possess a consultative/positive work style that delivers results; can quickly develop understanding of client issues, and drive creative / efficient problem solving outcomes.
• Manage and maintain P/L of operational domains.
• Develop KPI’S and metrics that will allow deliver meaningfully insights into the performance of the contact center 

Qualifications

• Healthcare Experience with specific knowledge of:
  • Call center operations
  • Insurance and/or PBM plan designs/coverages
• Quality Management System protocols and work process disciplines (consistent work processes)
• Building diverse high performing operational teams through people, process, and technology focus that drives improved quality and business outcomes.
• Employee / staff performance management disciplines
• Bachelor’s Degree Required. MBA Preferred. Or equivalent experience
• 10 years of operational leadership in a highly complex and high transaction volume organization.
• 10 years of call center and/or organizational experience. (or similar work experience). 
• 10 years in health care operations and working with health care and pharmaceutical brands.
• 10 years of experience building and improving service teams.
• 10 years of progressive responsibility and acting as a change agent to influence client and enterprise growth.
• Exemplary communication and interpersonal skills.
• Innovative problem solving ability, ability to think strategically and creatively.
• Influence area performance through engagement focus and managing/measuring work.
• Ability to manage effectively through ambiguity and complex situations – Self Lead
• Ability to define process improvements and drive CQI
• Demonstrates managerial courage to drive staff improvement aligned to customer outcomes.
• Action and results orientated – Driven