Communications Director

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Last modified: 8-8-2021

Job Title: Communications Center Director

Department: Call Ahead

Reports To: Chief Operating Officer

FLSA Status: Exempt

Index Number: 90.040

Purpose

The Communications Center Director is responsible for the strategic planning and execution of all Call Ahead operations. Core duties include management and leadership of processes for the continuous improvement of the patient experience with specific emphasis on patient care, quality management, workforce planning, recruiting, coaching, and training.

Job Duties and Responsibilities

• Drive exceptional customer service experience for the Next Level Urgent Care organization.
• Draft, implement, and execute policies and procedures to facilitate a high-quality patient service experience.
• Manage metrics, ensure patient satisfaction, and report statistical productivity and efficiency levels related to Call Ahead team.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Direct the team workflow and workload as well as handle patients' questions and concerns in a timely manner.
• Motivate, coach, train, and encourage Call Ahead team through positive communication and feedback on an ongoing basis.
• Identify and recommend expansions to technology, equipment, and policies that may improve customer service and retention.
• Develop and administer the annual department budget to attain business goals with operational stability.
• Act as a liaison between the Call Ahead team and other departments in the organization.

Desired Qualifications

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Strong coaching and leadership skills with the ability to motivate employees.
• Knowledge of management principles and familiarity with company services and policies.
• Organized, reliable, and data/results-driven.
• Excellent problem-solving and process improvement skills to achieve organizational goals.

Additional Information

This position is full-time and at the director level within the healthcare industry. The role involves overseeing the Call Ahead operations, focusing on customer service, process improvement, and team leadership.