Clinical Director, Enterprise Contact Center

nnReporting to the Vice President, Enterprise Contact Center, the Clinical Director
– Contact Center will be responsible for the operational oversight of the Enterprise Contact Center (ECC) functions related to Rx/Prescription Refill and Nurse Triage functions.

The role will serve as a subject matter expert on ECC operations related to the Rx/Prescription Refill and Nurse Triage management of key resources related to those functions to ensure their ongoing performance meets business objectives.

Additionally, the role will work with senior contact center leadership to help drive change and implement business strategies, identify efficiency and productivity opportunities as well as managing departmental budgeting.nn nn ESSENTIAL FUNCTIONS: n
– Day to day management of the respective teams to develop and maintain operational programs to meet business objectivesn
– Effectively guide and lead the Rx/Prescription refill and Nurse Triage teams by setting goals, directing their work/outcomes, providing insights and developing their skillsn
– Lead and develop the operational approach and processes for the ECC, related to Rx/Prescription refill and Nurse Triage functionsn
– Develop and maintain strong partnerships with ECC, physicians, and organizational leadership to identify areas of opportunity and help drive outcomesn
– Manages staff, organizes resources and assigns work to maximize goals for patient care and service delivery.

Hires employees based on their skills and fit for the jobs, trains and develops subordinates, and evaluates their performance against standards established.

Initiates actions to improve employee satisfaction and engagement and recognizes significant accomplishments.

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– Successfully lead related projects and help the ECC grow and scale over timen
– Communicate business objectives across the department and supported clinics practices and drive awareness of performance within the ECCn
– Manage escalated issues that pertain to the operations of RX/Prescription Refill and Nurse Triage functions within the ECCn
– Possess strong understanding of key performance metrics and their associated drivers within a contact centern
– Participate in business reviews and help drive discussions to identify and improve outcomesn
– Help facilitate and develop ECC planning and budgetingnn nn KNOWLEDGE, SKILLS, and ABILITIES: n
– 8+ years previous experience managing teams, preferably in a Contact Center settingn
– Experience managing teams in the prescription refill/pharmacy space and/or experience managing Nursing teams/Care Advicen
– Strong management and leadership experience required.

Self-directed, detail-oriented, data-driven and results orientedn
– Understanding of the contact center environment across people, process and technologyn
– Ability to work collaboratively in teams with a consultative approach across various levelsn
– Must have exceptional verbal and written communication skillsn
– Ability to manage multiple projects at one timen
– Long term strategic planning and budgeting skillsn
– Strong problem solving, technical and analytical skillsn
– Experience in project management expertise to support implementation of new features and capabilities while also working with internal stakeholders and vendorsnn nn MINIMUM REQUIREMENTS: n
– Masters Degreen
– 7+ years experiencen
– Registered Nurse (RN) Licensenn