Job type full-time
Full job description
Resmed has always applied the best of technology to improve people`s livesNow our saas technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longerWe have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settingsThis is how we empower providers–with vital insight to deliver the care people need, right when they need it.
We`re also ensuring that our health solutions connect to other companies` networksBecause when objectives align, everyone winsAnd as we work today to drive better care and lower costs, we`re developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocolsIf you are an innovator who wants to make an impact we want to talk to you! we have exciting opportunities supporting brightree by resmed and matrixcare by resmed!
The senior director, call center operations is responsible for leading the day-to-day operations of a high touch, highly complex, and 100% remote tiered call center in the resupply industryThis leader will report to the president and have the responsibility to create and maintain a highly engaged team environment, while maintaining high customer and patient satisfaction, and ensuring a quality-oriented workforce to provide resolution for customer and business impacting service itemsIn this fast-paced environment, you will lead a team of 5 managers overseeing 150+ patient success representatives with a key focus for achieving all kpi’s, ensuring excellent patient experiences while exceeding client benchmarks.
Let’s talk about responsibilities
Partners to develop and drive continuous improvement, innovation in call center operational strategies, and processes to optimize and enhance the patient experience.
Implements the operational plan and manages daily weekly and monthly kpi’s to deliver on team member and patient experience.
Leads initiatives and programs that drive long-term operational excellence.
Acts as the departmental representative on elevated customer issues.
Develops managerial team into effective coaches, capable of teaching both hard and soft skills.
Assists with interviews and new hire process while establishing high performance standards in accordance with all applicable people policies and procedures.
Creates an energized work environment, fostering an atmosphere that enables team member trust and engagement while inspiring confidence and motivation for others to perform at their best.
Develops and coaches’ team members while effectively addressing performance issues in a timely manner.
Ensures achievement of quality and turnaround time service level agreements through proactive issue resolution and appropriate escalation path processes
Seamlessly manage change, communicate changes effectively, build commitment and overcome resistance, preparing and supporting those impacted by change.
Let’s talk about qualifications and experience:
Bachelor’s degree in a related field such as healthcare administration or business administration
Minimum of 10+ years of experience successfully leading teams in customer service and a minimum of 3 years in a tiered/complex call center environment for a multi-location organization.
Expertise in understanding call center operational metrics
Ability to work well under pressure.
Ability to work on multiple projects simultaneously and adapt to changing priorities in a fast-paced environment.
Proven track record in building a successful team through the recruitment, interviewing, and hiring process.
Highly successful in developing managers
A team player able to work effectively in a team fostered multi-tasking environment.
Experience in medicare, insurance and patient best practice highly preferred
Extensive brightree experience
5+ years of hme experience
Joining us is more than saying “yes” to making the world a healthier placeIt’s discovering a career that’s challenging, supportive and inspiringWhere a culture driven by excellence helps you not only meet your goals, but also create new onesWe focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generatesIf this sounds like the workplace for you, apply now!