What are the responsibilities and job description for the Call Center Director position at Automated Health Systems?
Automated Health Systems, a dynamic healthcare management company, is seeking a Contact Center Director to oversee all omnichannel (voice, chat, email, text, etc.) activity regarding provider enrollment, service desk and recipient choice counseling activity. This position is based in the Tallahassee-area office and reports to the Deputy Account Executive.
The Contact Center Director will oversee the work of the Contact Center Manager to verify that all contractual SLAs for contact center performance are maintained and to implement appropriate corrective action when they are not. This position will also review the Contact Center Manager’s work to ensure that all issues related to the processing of inquiries, enrollments and tickets are streamlined, accurate, and documented within the timeframes specified. The Contact Center Director will work closely with the Training and QA Director and the Document Center Director to ensure contract objectives are met.
The successful candidate will be a self-directed, articulate professional able to motivate, coordinate, and direct on-going team effort. They will have knowledge of the principles and methods of public program management and health care administration required, along with thorough understanding of AHCA policies, state and federal guidelines for Florida Medicaid as well as current health care delivery issues. They will work well under pressure and perform several tasks concurrently with ease and professionalism. They will have strong writing ability for documentation of policy and procedure and will be able to quickly acquire sufficient knowledge of a complex and substantial Project to effectively supervise the Contact Center Unit.
MINIMUM REQUIREMENTS
- A minimum of five to seven years of contact center and direct management experience in public health or social service organizations.
- Bachelor’s degree in related field; Master’s degree preferred
- Knowledge of Genesys or other similar omnichannel contact center and workforce management systems; Microsoft Dynamics 365 or other similar customer relationship management (CRM) application; Power BI or other similar reporting systems.
- Capable of relating to a broad range of stakeholders throughout the organizational levels to mobilize and sustain their support of the Project
- Able to evaluate personnel and build organization with capabilities to meet operational goals