Job Summary

The Director of Contact Center Operations (DCCO), based in Tulsa, Oklahoma executes RadNet's mission by providing leadership, direction and oversight of the Tulsa Contact Center management teams, which support RadNet's West Coast Operations. The DCCO will collaborate with key internal and external partners to enable the achievement of service level goals and standards by transforming and energizing Contact Center Representatives (CCR) and continually enhancing the service strategy in alignment with the changing needs of our business, patients, referring physicians, and customers. This person is responsible for: ensuring performance and service metrics are consistently met, driving improvements in customer satisfaction, employee development and retention and for setting the tone for culture, performance and reputation.

Essential Duties and Responsibilities

• Lead, develop and mentor the management team in our mission to establish and maintain the best, industry leading operational practices at our Contact Centers by creating an environment where our Contact Center Representatives can experience growth and success.
• Collaborate with Operational Leadership and WFM teams to develop and track key performance indicators and metrics such as abandon rates, average speed of answer, service level, talk utilization, average work time, etc.
• Track and analyze Contact Center performance versus service goals & metrics; issuing regular reports to the Operational Management team, including recommended actions to ensure we meet or continue to meet our goals.
• Advise Senior leadership regarding trends, problems, and issues as well as recommended course of action; ensure timely communication; participate in the development and implementation of solutions
• Regularly monitor and report to Senior leadership performance reports and data to inform decision-making, process design or improvement and program modification or implementation; taking timely corrective action and following-up to ensure positive outcomes.
• Collaborate with QC team to develop and implement a Quality Control program focused on customer service excellence and higher level of patient/referring physician satisfaction by ensuring that our CCR's are adhering to RadNet policies and practices and are receiving constructive feedback and tools to maintain or improve performance.
• Collaborate with Contact Center Management & QC teams to address and resolve any gaps within service delivery, performance metrics, patient/referring physician satisfaction, retention, quality and compliance.
• Partner with Talent Acquisition team to recruit and hire Contact Center team members that exemplify RadNet values and culture, while continually assessing department structures and creating opportunities for growth.
• Collaborate with Training team to develop new hire and remedial training programs that will enable our Contact Center Representatives to succeed in their role.
• Maintain ultimate responsibility of Contact Center Office Operations, in collaboration with HR, Materials Management, IT, Telecom, Operations, Compliance and other departments.
• Identify opportunities and provide strategic planning for the Contact Centers to drive administrative efficiencies, emphasizing cost-containment, quality, compliance and accuracy; create buy-in among the staff and implement process and system improvements and standards.
• Develop and sustain a culture of customer service excellence, including measurement and continuous improvement.
• Build a team environment through regular contact, communication and meetings with staff and the management team.
• Evaluate, manage, support, strengthen and mentor direct reports through the use of one on ones, team meetings, performance evaluations and other means; identifying areas of opportunity and growth for the individual(s).
• Serve as business partner to assist with implementations of any new technology infrastructure, including the hardware, software, and telephony required; work to leverage the latest RadNet technologies (RIS, Nudge, Web, Email) to champion timely, high-quality patient, referring physician and internal customer experience.
• Manage BPO teams to ensure performance metrics and quality standards are met.
• Maintain a current knowledge base with regard to Contact Center workflows, company policies and federal and state regulations, including HIPAA, to ensure Contact Center teams are in compliance with all regulations.
• Occasional travel throughout the West Coast, primarily, but not exclusively between Oklahoma, California and Arizona.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• Understands how external forces in the healthcare industry affect operations and revenues.
• Ability to exercise a high degree of initiative, judgment, discretion and decision-making to achieve department and organizational objectives.
• Ability to communicate effectively through verbal and written communication.
• Ability to share information effectively and provide appropriate direction to team members.
• Ability to delegate responsibility and authority to team members.
• Knowledge of state and federal health and safety regulations.
• Knowledge of developing budgets, general computer skills, and Microsoft Office knowledge.
• Demonstrates leadership skills in interactions with peers in senior management.
• Maintains a “team” mentality as a member of senior management.
• A four-year degree in business administration or health care administration is preferred.
• Six or more years of experience in the Contact Center industry and management experience is preferred.
• A valid driver's license and an acceptable driving record are required.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
• Attends regular corporate meetings as requested.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours and lunch schedules, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel, drive a vehicle, and utilize other forms of transportation.

Working Environment

An office setting associated with patient care areas and environments.

RadNet is an equal employment opportunity employer and treats all applicants and employees in a fair and non-discriminatory manner without regard to race, color, religion, sex (including pregnancy), gender, gender-identity, national origin, ancestry, genetic information, citizenship, age, mental or physical disability, veteran/military status, qualified disabled veteran, marital/ domestic partnership status, religious creed, medical condition, sexual orientation, political activity, or any other characteristic protected by federal, state or local laws.