Director Scheduling Call Center Operations

Profile

Description

The Director, Scheduling Call Center Operations represents the company by making outbound contacts to members and/or providers regarding a variety of issues. This role requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Responsibilities

Leads:


Dialer strategy to support demand-driven NP assignment and maximize acceptance and completion rates
Outreach strategy and scripting to increase acceptance rate
Matching of NPs and members to maximize member satisfaction and minimize NP dead time due to travel
Omni-channel confirmation and education post-booking to minimize cancellations
Rescheduling processes to minimize lost membership
Same-day rescheduling and provider concierge (through dedicated team with a frontline manager)
Onboarding, training, and management of call center agents through frontline managers


Collaborates with:


Market Ops Managers and Capacity Planning to develop dialer strategy based on production planning
Marketing to design and refine outreach and educational materials


Accountable for:


Overall performance of call center, including distinct members connected, booking, and cancel rates


Required Qualifications:

Technical skills required:


Extensive knowledge of call center operations, including telephony, workforce management, sales outreach and confirmation strategies
Knowledge of SFDC scheduling and routing software a plus


Soft skills required:


Excellent communication skills to proactively diagnose issues and elevate insights across the org
Demonstrated ability to lead 100 **** years experience in a call center management role, with health care experience, and direct sales channel preferred


Scheduled Weekly Hours

40

Company info

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