Director LPG Contact Center - Orion Building

Location:Orion Building -6630 Orion DriveFort Myers FL 33912

Department: LPG Contact Center

Work Type: Full Time

Shift: Shift 1/8:00:00 AM to 4:00:00 PM

Minimum to Midpoint Pay Rate:$45.46 - $61.37 / hour

Lead the Contact Center team in achieving high quality performance standards. Identify and collaborate on the development of business workflow efficiencies and oversee change management processes. Build successful relationships with internal departments and peers (Practice leaders/Providers/Nurse Triage/Human Resources/Finance/IT, LPG Administration). Acts as a resource in the strategic planning process between IT, OP Administration, and LPG Administration for the development and implementation of web-based patient portal information to improve the flow between LPG patients and physician offices. Collaborates with LPG Ambulatory leaders in the analysis, development and implementation of scheduling and clinical workflows, procedures and protocols while working with the contact center promoting a patient-oriented environment; make recommendations and execute solutions designed to maximize LPG practices scheduling efficiencies and effectiveness. Develop and aligns workforce strategies to execute approved business plans, contact center business lines of service, and facilitate organizational change initiatives. Partners with the PAC (patient access center) departments to assist in building a robust infrastructure. Is responsible for the culture of the department and the mentoring/development of leaders and staff within the contact center. Expected to communicate and report out contact center performance, strategies, and trends to all levels of Lee Health leadership. Manages and executes any approved Performance Based Incentive Plan designed for the department.

Education: High School diploma or equivalent required. Bachelors degree in business or health management preferred.

Experience: A minimum of 5 years recent and related combined call/contact center management, ambulatory patient access, and healthcare management experience is required. Experience in Epic (Cadence/Prelude), Telephony call-flows (Cisco), and Quality Assurance /Control is preferred.

Certification: N/A

License: N/A

Other: Ability to work with cross-functional teams and ability to work and communicate in a fast-paced environment. Proven ability to manage, coach, and develop high-performance teams is essential.

US:FL:Fort Myers