Envision Healthcare

  • DIRECTOR, CLIENT SUPPORT CENTER, RADIOLOGY

    Job Locations US-TX-Dallas
    Company EVPS
    Requisition ID
    2019-21848
    Category
    Management
  • Overview

    Envision Physician Services is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women’s and children’s health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates joined forces to form Envision Physician Services.  As one organization, we provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia. 

     

    If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.

     

    We currently have an exciting opportunity available for an experienced Director, Client Support Center for our Radiology Service Line  to be located in our Regional Service Center in Dallas, TX. 

    Responsibilities

    The Director Radiology Client Support Center is responsible for the strategic planning and execution of all Support Center operations.  Core duties include management and leadership of processes for continuous improvement of the customer experience.  Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training.  Performance metrics include call efficiency, low abandonment rate, high-resolution rates, staffing utilization, acceptable turnover, and financial performance.

     

    Responsibilities:

    • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.
    • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards and improvements, delineation of duties and responsibilities, staffing levels and supervision.
    • Provide high quality services while meeting Service Level Agreements (SLA), improving call performance, and leveraging the use of new resources and adaptation of new, proven technologies to increase efficiency and achievement of metrics.
    • Actively contribute to the overall company operational targets as well as the daily business decisions.
    • Works closely with team to monitor department performance.
    • Execute the vision for the operation of the Call Center ensuring it meets customer and organization needs.
    • Continually lead and inspire their team in an engaging manner, developing and documenting best practices in the performance of all duties and responsibilities.
    • Develop and administer the annual department budget to attain business goals with operational stability.
    • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
    • Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs, fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
    • Coordinate analytic, strategic, and technical resources to meet client expectations and insure satisfaction.
    • Manage and expand client and coworker relationships.
    • Work collaboratively with practice management and IT project management on platform operations, enhancements, and performance.
    • Ensure appropriate back up and disaster recovery plans are in place and consistent with practice operations.
    • Keep leadership abreast of any changes that may affect practice performance.
    • Lead key change initiatives within assigned business function to support the evolving product and service strategy for the business.
    • Maintain confidentiality of all Protected Healthcare Information as defined by HIPAA.
    • Travel up to 25% as needed.

    Qualifications

    • Demonstrated ability to build and manage scalable call center operations that supports external and internal customers.
    • Experience managing 100+ remote representatives, across multiple time zones.
    • Experience building scalable call centers capable of supporting 500+ customers who are geographically dispersed.
    • Expert knowledge of Contact Center terminology and operation functions, including KPIs.
    • Demonstrated ability to work, grow, and manage a highly effective and efficient diverse group of high performing individuals at all levels of the organization, both internally and externally.
    • Commitment to excellence.
    • Demonstrated and proven strategic and operational leadership, business acumen, and customer service skills.
    • Demonstrated working knowledge of P & L.
    • Energetic, self-motivated leader with outstanding initiative to network and develop relationships.
    • Demonstrated knowledge of regulatory and compliance requirements for site operations.
    • Demonstrated and strong problem solving and decision-making skills, analytical skills, and change management skills.
    • Exceptional verbal and written communication skills as well as presentation experience to Senior Leadership.
    • Able to travel nationally up to 25%.

    Education/Experience

    • Bachelor's Degree from four-year College or University
    • Master’s Degree preferred
    • Minimum 10 years of progressive Call Center/Contact Center management experience

    Computer Skills

    • Microsoft Office
    • High technical aptitude

    We offer a comprehensive benefits package that includes full Medical, Dental and Vision benefits effective on your first day of employment, a company matching 401(k), tuition reimbursement, company paid Life Insurance and Long-term Disability, as well as generous PTO and Paid Holidays

     

    If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.

     

    Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visitwww.dhs.gov/E-Verify

     

    Envision Physician Services is an Equal Opportunity Employer.

     

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