Director of Contact Center in Illinois

The Director of Contact Center executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful candidate will be continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Core duties include management and leadership of processes for the continuous improvement of the customer experience.

Responsibilities

• Timely and optimal scheduling of all new Patient appointments.

• Improve conversion rate of calls to occurred appointments.
• Increase occurred appointment rate.
• Decrease No Show/Cancelled/Rescheduled appointment rate.
• Increase the accuracy/completeness of patient information entered.
• Improve timely confirmation rate for all appointments.

• Improve performance for Patient Intake, throughout the Contact Center...