Director Customer Contact Operations

Summary

Directs and leads efforts to achieve the goals and objectives of the business unit, including budget, productivity, and transaction quality. Promotes and aligns the business unit with the overall vision and strategies of the enterprise. As member of Operations leadership, utilizes planning, prioritizing, and organizational skills to effectively manage the assets, tools, and processes necessary to achieve the Operations department objectives, in support of Enterprise goals. Relies on extensive knowledge of healthcare operations, concepts, practices and procedures. A wide degree of independence, latitude and creativity is expected.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Develops strategies for cost effective, world-class, service delivery of Contact Center Services; including growth-supporting contingency plans for multiple locations and overflow resourcing. Develops plans and budgets to execute approved strategies.

• Provides leadership in order to recruit, manage and retain the necessary resources to successfully perform the duties of the assigned work group(s). Develops staff to meet the current and future needs of the organization. Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance.

• Oversees management of work group(s) to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of project deliverables. Evaluate new client implementations each month for accuracy and appropriate documentation. Provides day-to-day leadership and direction including, developing and administering policies, business processes, quality standards, measurement criteria. Meet with staff on a regular basis to discuss performance, implementations, special projects and client relations. Sets high standards and encourage new ideas for improving organizational performance.

• Partners with other MedImpact business units to effectively resolve customer issues and inquiries, implement new business, design solutions that meet the mutual needs of MedImpact, our customers, and our pharmacy partners. Supports new product offerings and strategic sales & marketing efforts. Actively participates as a key member of cross functional workgroups, teams, and committees as assigned.

• Leads and promotes continuous improvement by developing and documenting business processes, assigning roles and responsibilities, and measuring results. Identifies and leads the improvement opportunities for assigned work group(s) and business processes. Seeks out and actively participates in business initiatives that contribute to service excellence. Provides recommendations for the acquisition/development or enhancement of tools and applications necessary to support the business in an efficient and quality manner.

• Responsible for the delivery of exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications. Responsible for leading strategy development and managing the operation of multiple Contact Centers ensuring adherence to proven best practices, development of staff through the career path process, alignment and support of the sales process including responding to RFPs, and achievement of performance standards and client performance guarantees.

Supervisory Responsibilities        

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to: Manage difficult or emotional client situations, respond promptly to client need, solicit client feedback to improve service, respond to requests for service and assistance from clients and meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BA/BS Degree or equivalent; plus 10 years’ related experience; 10 years of SME in respective area(s); (or equivalent combination of education and experience); and 8 years supervisory experience; Supervisory experience may be substituted with 10 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be  completed within 12 months in new position. 

Computer Skills

Excellent knowledge of the MedAccess system or similar Windows based database program. Proficiency with MS Word, Excel, Visio, and Outlook to create complex documents, manage schedules, create process flows, and analyze data. Must have an in-depth understanding of the company’s key business applications and claims adjudication system.

Certificates, Licenses, Registrations

Pharmacy Technician Certification preferred

Other Skills and Abilities

• Excellent skills in written and oral communication; organization/prioritization; decision-making; problem, analysis and resolution; negotiation; team building; and leadership.

• Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job. Strong attention to detail and follow-through skills. Ability to analyze and develop business cases including ROI development.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. 

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Language Skills    

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.       

• Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Competencies To perform the job successfully, an individual should demonstrate the following competencies: