Director, Contact Center

Ardent Health Services (AHS) is a national health care services company headquartered in Nashville, TN. Through its subsidiaries, Ardent owns and operates nearly 200 sites of care. Our subsidiaries own and operate hospitals and multispecialty physician practices in six states. Ardent includes 30 hospitals, 4,423 patient beds, 23,000 employees, and 1,700 employed physicians. Within the industry, we are noted for recognizing that every hospital is as unique as the community it serves. This in-depth understanding of how health care works at the local level is one of our great strengths.

POSITION SUMMARY

The Director, Contact Center is responsible for the operations, personnel, and financial management of outpatient scheduling/message management operations across outpatient practices. Responsible for ensuring highly productive staff are scheduling in accordance with Provider Scheduling instructions, to include message management within the Albuquerque market, in addition to being an active stakeholder on corporate initiatives/strategies. Works in close partnership with clinic administrative directors and practice management directors/managers. Adheres to policies, procedures, and regulations to ensure compliance and patient safety.

• Supports in achieving optimum performance by ensuring continuity and quality of service and care through the daily operations management and interaction.
• Has strong familiarity with Contact Center Operations that include areas of responsibility in Project Management, Quality Assurance, Training, Workforce Management and floor operations (front-line).
• Translates strong ROI and value Contact Center's provide to corporate stakeholders and local market leaders with strong data, data visualization, reporting and strategy.
• Achieves benchmark KPIs related to Provider scheduling (access) and service metrics from traditional Contact Centers; inclusive of omni-channel support.
• Works with matrixed teams at local and corporate levels to create, execute operationalize and achieve common goals with patients being center focus.
• Represents the organization and/or department at various community and/or business meetings; promotes existing or new services; serves as liaison and develops and maintains business relationships.
• Takes ownership of assignments, special projects, pilot programs; other duties as assigned or requested.
• Communicates and listens effectively with internal and external customers; effectively understands instructions and shares knowledge.
• Meets Budget (Operating & Capital) for assigned areas.
• Mentors, coaches, develop subordinates to accomplish goals.
• Develops policies, processes, strategies and goals that support Department/Corporation direction.

Education & Experience:

• Bachelor's Degree in related field; Master's degree, preferred.
• 5 years' relevant experience in large-scale health plan and/or care delivery system, preferably in an integrated system.

Knowledge, Skills & Abilities:

• Knowledge of and ability to apply facility philosophy, principles, and technology experience in working closely with physicians and medical group leaders, especially with partnerships or program development.
• Ability to demonstrate competency in financial management, leadership in an interdisciplinary environment, systems thinking, and effective written and verbal communication skills.
• Ability to communicate/operationalize "big picture" strategy and create support/buy-in with all levels of staff who are not submerged in Contact Center operations in their everyday environment