• Director of Call Center Operations

    Job Locations US-AZ-Chandler
    Posted Date 2 months ago(5/17/2018 1:14 PM)
    Job ID
    # of Openings
    Customer Service/Support
  • Overview

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    Director of Call Center Operations


    MY DR NOW is Arizona's LARGEST privately-owned Primary Care Provider!


    The Director of Call Center Operations is responsible for the daily operations and overall direction of MY DR NOW's Patient Services Department, which consists of our main call center as well as the medical record, referral and care coordination teams. The Director of Call Center Operations works closely with executive leadership on ensuring innovative technological advances, continuous process improvement and optimal workforce management strategies deliver a superior patient experience.


    The ideal applicant has a strong inbound and outbound call center management background (5+ years) and proficiency with customer service, process improvement, and drafting/revising policies and procedures. They have a track record of establishing and growing compassionate and competent teams of customer service agents with a heavy emphasis on streamlining processes through technological innovation. 


    Compensation: $70,000-$80,000 (DOE)

    Benefits: 401k w/ Matching Contribution, PTO, Medical, Dental, Vision, and Life Insurance.

    Healthcare experience is a plus, but not required.


    • Develops and maintains processes and quality assurance measures to increase patient satisfaction and access to MY DR NOW services
    • Maintains communication, including reporting performance, for MY DR NOW Team Members, Administrators, and Providers to ensure efforts meet organizational expectations
    • Advocates on behalf of Patients, Providers, Associates, referral sources and other stakeholders to implement operations that promote an ideal experience within MY DR NOW
    • Maintains expert level knowledge of the contact center phone system, scheduling software and call center operations
    • Coordinates implementation of new contact center services supporting MY DR NOW or other services, as required
    • Makes necessary changes in staffing based on business needs
    • Monitors productivity of customer service representatives and generates reports
    • Reviews data to monitor the customer experience and subordinate statistics
    • Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
    • Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
    • Answers questions and recommends corrective services to address customer complaints
    • Determines work procedures, prepares work schedules and expedites workflow
    • Studies and standardizes procedures to improve efficiency of Team Members
    • Maintains harmony among workers and resolves escalated calls
    • Prepares composite reports from individual reports by subordinates


    • Management Experience of 5+ years in a call center setting, required
    • Process improvement & project management experience, required
    • Experience developing KPI's, required
    • Proficient in MS Office Suite (heavy Excel), required
    • Excellent communication and interpersonal skills, required
    • Solid understanding of reporting and budgeting procedures, preferred
    • Experience w/ basic financial analysis (cost-effectiveness, cost-benefit etc.), preferred
    • Familiarity with call center software (Genesys), preferred
    • Technical knowledge of phone system hardware (Polycom)
    • Medical background preferred, not required


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