Director Contact Center Advisor - Hybrid

The US Oncology Network is looking for a Director of Patient Contact Center to join our team to support Texas Oncology!

Texas Oncologyis the largest community oncology provider in the country and has approximately 600+ providersin220+ sites across Texas and southeastern Oklahoma. Our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today-at Texas Oncology, we use leading-edge technology and research to deliver high-quality, high-touch, evidence-based cancer care to help our patients achieve "More breakthroughs. More victories." in their fight against cancer. Today,Texas Oncologytreats half of all Texansdiagnosed with cancer on an annual basis.

Why work for us?

Come joinourteamthat isresponsible forhelping lead Texas Oncology in treating more patient diagnosed with cancer than any other provider in Texas.We offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage,a generous PTO program,a 401k plan that comes with a company match, a Wellness program that rewards youpracticing a healthy lifestyle, and lots of other great perks such as Tuition Reimbursement,an Employee Assistance program and discounts on some of your favorite retailers.

What does theDirectordo?

The Director of Patient Contact Center, will play an integral role in serving our patients, family members, and business partners by ensuring the best service is delivered. The Director will support the strategic focus areas of the teams, build organizational structures, coach, and develop team members, and continuously improve processes for the patient experience.The Patient Contact Center will include but is not limited to central scheduling, referral management, new patient registration, nurse triage, facilitating communication between patients and providers, and answering any questions patients, family members, and business partners may have.

The essential duties and responsibilities:

• Supports the establishment of the strategic direction and focus areas of the department.
• Oversees and manages the daily operations of the Customer Care Advisor Management/Supervisory team.
• Manages and coaches team members on key performance metrics, conducting root cause analyses and implementing continuous actions, as appropriate.
• Establishes service level agreements for the department and holds team members accountable.
• Develops and implements methods to collect customer/patient feedback/or works within establish methods to collect customer/patient feedback to improve overall customer/patient experiences.
• Recruit, hire, onboard, train, coach and develop Customer Care Managers/Supervisors while building an inclusive environment where all can be successful.
• Creates and sustains a team collaborative environment, focusing on engagement of all team members.
• Partners with other key stakeholders/leaders to ensure the Customer Care department is aligned and working in alignment towards the organization's goals.
• May include partnering with internal and external leaders to establish and train on best practices.
• Manages department budgets, as needed.

Required qualifications

• Demonstrated track record of leading in a fast-paced Contact Center environment, introducing process improvements and leading/coaching teams through change.
• Strong analytical and problem-solving skills.
• Strong communication skills, both verbal and written to ensure seamless process flows with the highest quality output
• Attentive to detail with the ability to critical evaluate a situation, knowing how to best solve problems with resources available or escalate when needed.
• Ability to build relationships across the organization, navigating many stakeholders.
• Ability to establish and maintain positive relationships with patients, colleagues, and physicians, working collaboratively for the best interest of the customer.
• Expert knowledge of a clinical office workflow with the adaptability of a fast-paced environment.

Minimum Experience/Education

• Bachelor's degree or equivalent in Business Administration, Healthcare Management, or related field.
• Ten years in a high-paced, patient-service-experience environment, answering phones, email, text, etc.
• Six years of supervisory experience, managing customer service representatives.
• Expert proficiency Microsoft Word and Excel with willingness and ability to learn other software applications as needed.
• Excellent customer service, interpersonal, and communication skills.

Preferred Experience/Education

• Master's degree in Business Administration, Healthcare management (in lieu of experience).
• Eight years of experience in a healthcare environment, with experience managing PHI and confidential information.
• Two years managing hybrid/remote teams.
• Experience leading complex projects and change management.
• Process improvement knowledge and project realization.
• Preferably Spanish speaking, but not a requirement.