Director of Call Center Operations

Director of Call Center Operations  

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.    

As the Director of Call Center Operations, you will direct operational aspects of the Call Centers and related functions, including leading and continuously enhancing the effectiveness of Patient and Provider Access functions for the Cleveland Clinic. You will work with hospitals, family health centers, administration, physicians and other key stakeholders to identify new and emerging approaches to enhancing access for patients and be responsible for executing the overall direction and strategy to build strong centralized support teams. 

A caregiver in this position works 8:30am – 5:00pm. This is a hybrid position that works remotely up to 85% of the time.  This position will be based in Northeast Ohio.

A caregiver who excels in this role will: 

• Attract, retain and develop a high performance, customer-oriented Call Center team focused on delivering high touch customer service with the highest level of responsiveness and customer satisfaction. 

• Develop the annual departmental strategic and operational plans. 

• Establish priorities and assign resources accordingly. 

• Manage relationships and foster open lines of communication with institutes, departments, administrators and other key partners. 

• Prepare annual budgets.  

• Manage staffing requirements and cost-effective programs. 

• Maximize operational and financial performance of the Patient and Provider Relations organization. 

• Organize functions of department through appropriate assignment of responsibilities, delegation of authority and overall direction of workflow processes. 

• Assess the operational performance metrics to ensure that optimal productivity is reached. 

• Monitor and evaluate activities of the departmental caregivers and provide on-the-job training and retraining, as necessary, to ensure operational efficiency and adherence to policies and procedures and to ensure employee engagement. 

Minimum qualifications for the ideal future caregiver include:  

• Bachelor’s degree. 

• Five years of call center management experience at a director level in customer relations, sales administration or a high touch service environment. Five additional years of call center leadership experience may substitute the degree requirement.  

• Seven to 10 years of direct management experience including two years of experience managing groups larger than 100 FTEs.  

• Customer service experience in transforming organizations to deliver superior internal and external service.  

• Strong technical background and experience using technology to improve efficiency.  

• Experience ensuring high rates of customer satisfaction and retention.  

• Experience in report generation, data collection systems and analysis. 

• Proven leadership, communication and critical thinking skills.  

• Ability to think and act strategically.  

Preferred qualifications for the ideal future caregiver include:  

• Master’s degree.  

• Six Sigma, Continuous Improvement and/or Lean skills.  

• Multi-site experience.  

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/