Director RCM Contact Center

Do you have a passion for shaping the future of customer experience? Is it important for you to know that the work you do helps people live happy and healthy lives? If so, then Labcorp could be your great next career step!

Labcorp is seeking a Director, RCM Contact Center. In this exciting role, you will be responsible for strategic planning development and the overall operations within the RCM Contact Center.  Your role centers around the leadership of managers, people and processes for continuous improvement of the customer experience. 

In this vital position, you will oversee and deliver key initiatives supporting standardization of processes, directing telephony system conversions, establishing cost structure boundaries, and foster an environment of learning and growth.  This role will oversee inbound and outbound patient contacts.

Key Responsibilities:

• Develop strategies aimed at enhancing customer satisfaction and fostering employee service excellence.  Including efficiencies using technology.
• Maintain department within approved budget.
• Lead workforce management data insights to drive employee efficiency and accountability at all levels.
• Collaborate on telephony system conversions with appropriate stakeholders, ensuring seamless transitions.  (lead/deliver)
• Foster a culture of coaching, trust, innovation, continuous improvement and excellence.
• Meet key KPI targets and improvement plans.
• Ensure process standard guidelines are implemented and utilized across teams, adhering to compliance requirements and efficiency needs.
• Collaborate with internal stakeholders on customer concerns and opportunities, driving customer satisfaction and loyalty.
• Partner and lead across internal teams, aligning efforts and driving organizational objectives forward.

Knowledge, Skills, and Abilities:

• Business Acumen: Knowledge of business and management principles involved in strategic planning, modeling and resource allocation.  Manage budgets and cost/value proposals.
• Leadership: Ability to motivate towards a shared vision, lead managerial staff, delegate effectively, and foster a collaborative working environment.
• Communication:  Excellent communication skills applicable to all audience levels.
• Customer Focus: Commitment to providing excellent customer service through people, process and technology.
• Operations Management: Skilled in process operation principles and performance management.
• Problem-Solving: Mindset focus on root cause and prevention.
• Decision-Making:  Expectation to make decisions based on available information, considering risks and mitigation.
• Organizational Skills: Proficiency in managing multiple competing tasks, prioritizing duties for self and teams, and maintaining organization in a dynamic environment.
• Adaptability: Adapt to changes in customer needs and business strategies; modify directives as necessary.
• Negotiation Skills: Skill in negotiating with internal and external stakeholders to find the best resolution.
• Analytical Skills: Ability to consume data, understand trends, and make data-driven decisions.
• Technology Proficiency: Familiarity with telephony, internal systems and data analysis tools.

Minimum Qualifications:

• Bachelor's degree or relevant experience.
• 7 years of progressive experience in contact centers.
• 5 years of management experience in an operational setting, managing large teams of staff.
• Proven ability to create teams that support service requirements and financial acuity to manage budgets, model impacts and leverage analytics.
• Strong leadership and people management skills.
• Familiarity with contact center telephony platforms; evidence of leading technology modernization and updates.
• Proficient with Powerpoint, Word and Excel.

Preferred Qualifications:

• Bachelor's degree in medical lab science, business, data analytics or finance.
• 8 years of management experience in an operational setting, managing large teams of staff. 
• 5 years of experience in contact centers and advanced knowledge of healthcare laboratory setting and process flow.
• Certification or strong knowledge of Lean/Six Sigma principles and adept at project management.

This highly strategic and impactful role requires the right combination of creativity, technical expertise, interpersonal skills, and a bias for action!

This role reports to the Sr Director, RCM Operations and will typically have 3-5 manager level direct reports, with a span of responsibility around 300 employees, covering all US time zones.

• This role is remote/hybrid.
• 5-15% travel to other locations within the lab network and headquarters is required.
• This role has responsibility for staff across all US time zones. 

Why You Should Apply:

This role offers an unparalleled opportunity to be a key player in our journey towards customer excellence. Your expertise and leadership will drive significant impact and contribute to our broader business strategy in a fast-paced, innovative environment.

Join us to shape the future of customer centricity and be a part of our exciting growth story.

Application Window closes 1/4/2025

Pay Range: $117,100 – 176,610 annual salary

All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. 

The position is also eligible for an annual bonus under the Labcorp Bonus Plan.  Bonuses are payable based on corporate and/or business segment performance and are subject to individual performance modifiers.

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.  Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.  For more detailed information, please click here. 

Labcorp is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic.

We encourage all to apply

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