Associate Director of Contact Center
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Job Location:
Chicago, IL - USA
Monthly Salary:
$ 75000 - 100000
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Weekly outpatient therapy isnt always enough and a trip to the ER isnt the only answer. Patients and their families rely on CompassHealth Center whenincrisis every day wehelp people overcome depression anxiety suicidality obsessions/compulsions trauma chronic pain and other obstacles in order for our patients to live freely.
About This Role
The Associate Director of Contact Center will be responsible for oversight of the daily functions of Contact Center. This role will lead our team of intake specialists and team of Senior Intake Specialists. Responsibilities will include refining our current inquiry process screening process monitoring and improving team conversion ensuring appropriate staffing to meet community demand timekeeping for the intake specialist team performance management and onboarding of new hires. The primary goals within the role will be supporting and creating access to care through initiative work; ultimately increasing admissions.
What Youll Do:
- Oversee daily management of the Contact Center Representatives tasks and operations including scheduling managing PTO requests development and motivation of personnel and resolving employee issues.
- Ensure optimal department efficiencies and staffing levels using metrics to measure and report on the performance of the staff individually and of the department.
- Establish clear guidelines for uniform service addressing issues in a timely manner and coaching staff to expectations.
- Effectively resolve complex or non-routine caller support issues while providing superior customer service
- Create implement and maintain clear easily understood procedures for new or existing processes or technologies.
- Accountable for compliance and risk management within the department including customer identification implementation and inspection of internal controls and ensuring staff compliance with healthcare guidelines (i.e. HIPPA).
- Maintain a thorough understanding of Compass services across all sites and a general understanding of competitors in the market.
- Seek to improve department processes and execute in process improvements by identifying areas of opportunities obstacles and inefficiencies for staff within their workflows
- Seek to improve customer experience and remove barriers for those seeking care
- Lead in discovery research implementation and training of phone system advancements EMR and other technology needs to support patients seeking care at Compass as well as presenting recommendations and proposals.
- Serves as a liaison between the Contact Center and other departments within Compass
- Work directly with the core during project implementation or routine troubleshooting
- Serves as back up within the Contact Center team as needed.
- Support community partners and relationships within the Contact Center experience
Who You Are:
- Knowledgeable of PHP/IOP and available community resources
- Able to maintain a courteous diplomatic and helpful orientation.
- Able to use good judgment and function well in pressure situations.
- Timely accurate and thorough documentation of client records as well as work activities.
- Bachelors degree in human services Health Care Social Service; Masters degree preferred
- 5 years of experience (ideally with some operational exposure)
We are committed to a fair and equitable work environment. The expected compensation range for this role is below. This range includes multiple career path levels across the organization; where you fall in the range is dependent upon a number of factors including but not limited to your years of experience type of experience location and education/certifications. Compass reserves the right to update these ranges.
This role may also be eligible for an annual bonus which is dependent upon individual and company performance.
Compensation
$75000 - $100000 USD
We know job descriptionscan be intimidating so if this sounds like an opportunity for you please dont hesitate to apply!
Who We Are
Compass Health Center is a recognized leader in crisis-level mental health bringing passion connection and patient-centered care to the PartialHospitalizationand Intensive Outpatient space (PHP/IOP). Based in Chicagoland we serve hundreds of patients every day ranging from ages 5 through adulthood in our onsite facilities or through our flourishing virtual fills a critical gap between outpatient and inpatient care through an intermediate level of Behavioral Healthcare.
A few more things we want you to know: our values are super important to us and hopefully will be to you too. Cultural humility teamwork continuous improvement connection patient centered care passion innovation and agility should be your power sources. Joining Compass is an opportunity to feel fulfilled through a joint mission towards healing our communities.
Benefits & Perks
We know that you will be dedicated to your purpose here. We look at that investment as a two-way street. We are proud to offer plenty of space for growth and opportunities to pursue continuous development within our organization.
For eligible positions our other benefits include: comprehensive medical/dental/vision plans 401k program with company matching generous PTO (including competitive parental leave after 1 year of employment) and continuous training through CEU seminars and volunteering opportunities.
Whats Next
Compass is committed to cultivating diverse and dynamic teams who exude passion for their craft so whether or not you check all the boxes we encourage you to apply wed be grateful to hear from you!
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Compass Health Center provides PHP & IOP level mental health care across Illinois, with a deep commitment to clinical quality & patient satisfaction. Call now.
