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Director LPG Contact Center

Location: 6630 Orion Drive, Fort Myers, FL
Category: Leadership
Type: Full Time
Schedule: Days

Description:

Job Summary

Summary:

Will be responsible for continuous improvements in operations and service delivery efficiency that will result in high customer satisfaction and growth. Acts as a resource in the strategic planning process between IT and LPG Administration for the development and implementation of web based and patient portal information flow between LPG customers and physician offices. Works with call center Medical Director who acts as a liaison or advocate to the Medical Staff, Practice Managers and clinical staff regarding telephone triage management and clinical issues. Identify and assist in the resolution of LPG practices clinical workflows, processes, issues or problems to ensure quality services that improve customer satisfaction and positive patient outcomes. Over sees resolution to fruition. Collaborates with LPG Ambulatory Operations Managers in the analysis, development and implementation of clinical policies, protocols and procedures which in conjunction with the call center promote a patient oriented environment; make recommendations designed to maximize LPG practices clinical operational efficiency and effectiveness. Act as a clinical resource and provides clinical leadership for the call center staff to provide excellent customer service. Additionally, creates a work environment that supports and values a high degree of professionalism, enthusiasm and teamwork. Sets up department goals and provides guidance to the manager, supervisors and staff to successfully achieve these goals. Identifies and manages call centers KPIs to evaluate productivity and determine pro-active course correction when necessary. Develops and aligns workforce strategies to address business plans and facilitate organizational change initiatives. Works with the Health System to build the call center infrastructure in the rapid growth, healthcare environment. Regularly reviews the departmental processes looking for process improvement opportunities. Is conscious of the departmental budget and strives to be on target or below.

Job Requirements

Responsibilities:

Educational Requirements

Degree/Diploma ObtainedProgram of StudyRequired/
Preferred
and/or
Bachelor'sRequired

Experience Requirements

Minimum Years RequiredArea of ExperienceRequired/
Preferred
and/or
5 YearsCall Center ManagementRequiredand
Customer ServiceRequired

State of Florida Licensure Requirements

LicensesRequired/
Preferred
and/or
Required

Certifications/Registration Requirements

Certificates/RegistrationsRequired/
Preferred
and/or

 

Work Type:

Full Time

Primary Shift:

Shift: Shift 1

Location:

Orion Building

US:FL:Fort Myers