Peak Vista Community Health Centers is a non-profit healthcare organization whose mission is to provide exceptional healthcare to people facing access barriers. We provide primary care services (medical, dental and behavioral healthcare) through 27 outpatient health centers in El Paso, Teller, Lincoln, Adams, Arapahoe, Elbert, and Kit Carson counties. We deliver care with our strong “Hospitality” culture. Our organization has over 850 employees and serves 92,000 patients in the Pikes Peak & East Central Plains region. Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Job Summary (Essential Functions)

Responsibilities

The Customer Service Center Director executes the vision for the Customer Service Center department and is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

The Director's success is measured by the department's ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance (QA), cost containment, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.

Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call. A commitment to excellence is demonstrated through ongoing staff development and the implementation of programs enhancing employee engagement, service, knowledge, skills, and morale.

Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.

Responsible for the development and administration of 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. He/She will develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance while managing metrics, ensuring patient satisfaction, and reporting statistical performance levels.

Coordinate analytic, strategic and technical resources to meet Peak Vista expectations and insure satisfaction, participate in collaborative processes with other departments to provide procedural, consultative, telephonic and technological support, and insure compliance with regulatory agency guidelines and standards.

Oversee the development and implementation of call center systems by developing patient interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; benchmarking state-of-the-art practices.

Oversee the implementation, development, and maintenance of technical Call Center specific applications, software and hardware in conjunction with Peak Vista IT department and cross-functional teams as needed. (Medical practice scheduling software, Call center software, QA programs, scripting programs, call center reporting software, workforce management software.)

Performs other duties as assigned.

Qualifications

• Bachelor of Science degree or higher preferred
• Minimum five (5) years of Call Center/Contact Center management experience Require.
• Healthcare experience preferred
• Call Center technical knowledge required (to include software, hardware, and implementation/development/maintenance specific to call center)
• Bilingual (Spanish) preferred.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong negotiation, interpersonal, written and oral communications skills- including statistical report writing
• Graceful under pressure and stressful situations.

Computer Skills:
Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred), medical practice scheduling software, Call center software, QA programs, scripting programs, call center reporting software, workforce management software.

Physical Demands
N/A

*Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol free workplace and an Equal Opportunity Employer.