Clinical Director, Enterprise Contact Center

Reporting 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.

• Day to day management of the respective teams to develop and maintain operational programs to meet business objectives
• Effectively guide and lead the Rx/Prescription refill and Nurse Triage teams by setting goals, directing their work / outcomes, providing insights and developing their skills
• Lead and develop the operational approach and processes for the ECC, related to Rx/Prescription refill and Nurse Triage functions
• Develop and maintain strong partnerships with ECC, physicians, and organizational leadership to identify areas of opportunity and help drive outcomes
• 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.
• Successfully lead related projects and help the ECC grow and scale over time
• Communicate business objectives across the department and supported clinics practices and drive awareness of performance within the ECC
• Manage escalated issues that pertain to the operations of RX/Prescription Refill and Nurse Triage functions within the ECC
• Possess strong understanding of key performance metrics and their associated drivers within a contact center
• Participate in business reviews and help drive discussions to identify and improve outcomes
• Help facilitate and develop ECC planning and budgeting

• 8+ years previous experience managing teams, preferably in a Contact Center setting
• Experience managing teams in the prescription refill/pharmacy space and/or experience managing Nursing teams/Care Advice
• Strong management and leadership experience required. Self-directed, detail-oriented, data-driven and results oriented
• Understanding of the contact center environment across people, process and technology
• Ability to work collaboratively in teams with a consultative approach across various levels
• Must have exceptional verbal and written communication skills
• Ability to manage multiple projects at one time
• Long term strategic planning and budgeting skills
• Strong problem solving, technical and analytical skills
• Experience in project management expertise to support implementation of new features and capabilities while also working with internal stakeholders and vendors

• Masters Degree
• 7+ years experience
• Registered Nurse (RN) License