About Us:

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary: The Call Center Associate Director (AD) is responsible for managing all aspects of the call center, patient appointment reminders and portal communications. The Call Center AD ensures that call center staff consistently provide the highest level of customer service to patients and staff, taking appropriate actions to respond to patient requests and schedule appointments. The Call Center AD is also responsible for managing call volume, maximizing call handle rates, analyzing reports, listening to communications between call center staff and patients, and providing real-time feedback and coaching.

Job Description:

Principle Duties and Responsibilities: Manages the day to day operations of the call center in partnership with clinical operations. Partners with clinical operations on the management of physician scheduling templates. Develops a high-functioning call center within the clinic environment that allows for call center staff and patient service representatives to be cross-trained to improve efficiencies within the clinic. Tracks and audits activities as it pertains to scheduling, show rate, and overall metrics. Creates, maintains, and implements process improvements and best practice procedures by collaborating with leadership to improve call center/scheduling services and achieve department goals. Oversees tasks that optimize workflow; provide suggestions to continually improve processes and the customer experience. Provides leadership, coaching, and guidance on a continuous basis to patient service representatives. Assists patient service representatives with resolving the more complex clinical questions Serves as the subject matter expert and main point of contact for questions and concerns related to call-center processes Handles patient escalations and troubleshoots issues Monitors calls in real time and make appropriate adjustments to keep wait times to a minimum Identifies and leads resolution of technical and non-technical problems that arise during all operational processes. Hires, trains, and supervises knowledgeable, compassionate, productive patient service representatives Trains patient service representatives on new processes, programs and enhancements to computer systems and/or telephone equipment Creates and maintains employee work schedules. On-boards new call center patient service representatives Leads regular staff meetings with the team to review and discuss call-center metrics and communicate company policy and procedure changes Meets with management to report call center performance and offers suggestions for improvement as necessary Education, Licensure/Certification, and Training Required for the Job: Bachelor's degree in Business Administration, Health Care Administration, Public Health or other related discipline required. Master's Degree in Business Administration, Health Care Administration, Public Health or other related discipline or equivalent combination of experience and education preferred 5+ years' experience directly related to management/supervisory work within a health care required, call center preferred. Experience with Athena clinical software preferred. Skills and Abilities Required: Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel. Exhibits superior management skills that emphasize team building and strong leadership with the ability to provide clear direction to the department. Proficient skill in oral and written communication Ability to exercise initiative, problem solving, leadership and decision making Ability to interpret and apply policies and procedures to everyday problems and deal with a variety of situations Ability to organize plan and prioritize Safety Requirements: Compliance with Department Health and Safety policies and procedures Working Conditions/Schedules: 40 hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required.

Wayne Health is an EEO/AA/Veteran/Disability Employer