Call Center Director

Company: Unio Health Partners
Location: Torrance
Posted on: March 28, 2025

Job Description:

Call Center DirectorCOMPANY DESCRIPTIONUnio Health Partners (UHP) is a highly differentiated physician practice management platform with the goal of transforming care delivery across the Western United States. UHP partners with leading physician practices, creating a cohesive, quality-oriented clinical culture and facilitating best practice sharing across the platform. Our affiliated practices gain access to a broader suite of services, providing a meaningful benefit to both physicians and patients. UHP's best-in-class clinical program covers three sub-specialties (urology, gastroenterology, and radiation oncology) and offers numerous ancillary services, including pathology lab, in-office dispensing, and chronic care management. We are led by a highly accomplished management team and provide a full suite of management services to its affiliated practices. UHP is currently affiliated with 182 providers consisting of 119 physicians and 63 advanced practice providers operating out of 54 locations across Southern, Central, and Northern California.POSITION SUMMARYReporting to the Chief Operating Officers, or their delegate, the Director of the Central Call Center is responsible for the strategic planning and execution of all support functions critical to the Call Center. Core duties include management and leadership of Workforce Management, Training curriculum development and delivery, overall Quality Management, Reporting and Analytics and talent and recruiting oversight for the continuous improvement of the customer experience. Tactical emphasis is on customer care, clinic and clinician relationships, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call quality, meeting service levels, proactive staffing utilization, efficient productivity, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.What you will be doing

• Responsible for the management of and execution of all functions critical to the Call Center, including building and maintaining relationships with practice leaders and clinicians.
• Core duties include management and leadership of Workforce/Productivity Management, Training curriculum development and delivery, overall Call Quality Management, Reporting and Analytics, talent and recruiting oversight for the continuous improvement of the customer experience.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
• Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and meeting Service Level Agreement (SLA) performance.
• Proven experience managing metrics, ensuring customer and clinician satisfaction, and reporting statistical performance levels related to the Contact Center.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure a Workforce Management discipline, processes and daily oversight are in place to maintain high standards of performance to include structured WFM planning, forecasting, scheduling and day to day Real Time Management of all Call Center staff.
• Uses, protects, and discloses Unio patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.What you will bring to the team
  • Bachelor of Science degree or equivalent.
  • Minimum 7 years of Medical Contact Center management experience, manager level or higher.
  • 5+ years' experience effectively managing a remote workforce.
  • Call Center software management expertise.
  • Effective leadership and analytical skills including working knowledge of WFM forecasting and planning analysis, staffing models, scheduling and telecom functionality.
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.What we can offer you
    • Competitive Salary and Health Benefits (Medical, Dental, Vision).
    • Generous time off (start accruing on your first day - no waiting period).
    • Paid Holidays.
    • 401(k).
    • Company Discounts.
    • Collaborative work environment - we want our employees to have a say in how we run our office.
    • Employee Recognition.Compensation is depending on a number of factors including a candidate's qualifications, skills, competencies, or experience that may fall outside of the range shown.
      #J-18808-Ljbffr

Keywords: Unio Health Partners, Torrance , Call Center Director, Executive , Torrance, California