InnovAge

Responsibilities

The Director of Contact Center Operations is responsible for overseeing the daily operations and strategic direction of the contact center within a healthcare setting. This role ensures the delivery of exceptional patient service, operational efficiency, and continuous improvement. Reporting to the SVP of Care Support, the Director will be responsible for building a multi-function contact center operation leveraging advanced technologies and data-driven metrics to optimize processes and monitor performance.

Essential Functions and Work Responsibilities

Functional Category: Leadership & Management of Patient Contact Center Experience

Estimated Percent of time Spent – 50%

• Provide leadership and direction to the contact center management team.
• Develop and implement strategies to improve operational efficiency and patient satisfaction.
• Ensure the delivery of high-quality patient experiences across all channels.
• Develop and implement patient centered care/service policies and procedures.
• Address and resolve escalated issues in a timely and effective manner.
• Implement strategies to reduce patient wait times and improve overall experiences, as seen in successful healthcare contact centers
• Develop and track key performance metrics, such as customer satisfaction, first contact resolution, and average handling time.
• Utilize performance data to identify trends, areas for improvement, and opportunities for innovation.
• Implement quality monitoring program to ensure consistent and exceptional care delivery.

Functional Category: Operational Oversight

Estimated Percent of time Spent – 50%

• Develop and execute the contact center's strategic plan in alignment with organizational goals.
• Identify and implement new technologies, processes and tools to enhance contact center operations to include workforce management, and quality monitoring.
• Collaborate with other departments to ensure seamless patient experiences to include BPO partners.
• Oversee the daily operations of the contact center, ensuring adherence to performance metrics and service level agreements.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
• Implement best practices and process improvements to enhance service delivery, such as integrating contact centers with CRMs and utilizing advanced analytic
• Develop and manage the contact center budget.
• Manage budget and expenses to ensure cost-effective operations.
• Identify opportunities for cost savings and efficiency improvements with a focus on optimizing the utilization of contact center resources.
• Assess and integrate advanced contact center technologies, including AI-driven automation, machine learning and cloud-based solutions, and omnichannel engagement platforms.
• Ensure seamless integration of technology with existing processes to enhance efficiency and effectiveness.
• Leverage real-time analytics to monitor performance and make data-driven decisions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

REQUIRED

Education

• Bachelor’s degree in management, business, business administration

Work Experience and Qualifications

• Minimum of 10 years of management experience in relevant areas such as contact center operations
• Experience with contact center technologies and tools
• Strong analytical and problem-solving skills

PREFERRED QUALIFICATIONS

• Experience leading a remote team
• Experience overseeing quality assurance, workforce management, training and onboarding, and vendor partners
• Experience leading key initiatives to include change management

Benefits

InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.

InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.

Applicants are considered until the position is filled.

Posted Salary Range

115700-150500