Scheduling Services Program Director

ICT Group Inc. currently has a position open for a Scheduling Services Program Director at our Lakeland Florida facility.

 

Summary: To serve as the business owner and client single point of contact for a Patient Scheduling Services program.  This individual will lead the account and will own and nurture the client relationship.  The Program Director will also serve as the communicator of all essential issues and client requests associated with the Program both internally and externally.  They will have direct responsibility for the call center operations.

 

The Program Director should demonstrate the ability to accurately and appropriately respond to a client inquiry, issue and/or request.  Additionally, the ideal candidate will coordinate strategy and tactical responses so that solutions are provided to create Best in Class Patient Scheduling Practices.

 

Position Objective:

In addition to owning results and deliverables, this position oversees Quality, Training, and Key Performance Indicators associated with the program.  The ideal candidate will partner closely with the Human Resources function to assist with Talent Acquisition and employee retention.

 

Educational Requirements:

 4 Year College Degree with an emphsis on Healthcare, Hospital Administration or Business Management or equivalent experience substituted on a 2:1 basis.  Post Graduate business education preferred.

 

Professional Experience / Qualifications:

 Â· Minimum of 5 years of Management Experience in Healthcare Customer Service, Hospital Patient Management (Scheduling), or Related Industry Applications;

· Minimum of 3 years of Contact Center experience;

· 5 years in a Coaching/Development role;

· Client Relationship experience preferred;

· Experience handling difficult and complex Contact Center matters

· Experience with State and Local Government Contracts

· Excellent oral and written communication skills

· Experience in creating and analyzing data in Microsoft Office format

· Strong listening/comprehension skills

· Strong problem solving skills

· Strong interpersonal skills

· Strong understanding of leadership and professional development activities and programs.

 

Responsibilities:

The ideal candidate will be the single point of contact on the Program with both Client Relationship and Operations Management responsibilities.  Inclusive of these responsibilities are:

 

· SPOC liaison between ICT and Client constituents [to include limited after-hours and weekends as needed]

· Build and maintain positive relationships with clients and all internal departments to deliver service as outlined in program objectives

· Directly manage and supervise all departments supporting the program including Operations, Quality, and Training.

· Develop and communicate comprehensive knowledge of the Client core processes and policies

· Develop Staff Forecasting and Planning models

· Engineer Process improvements.  Make recommendations to the client to improve efficiencies and reduce cost.

· Create and analyze Operational Metrics and Call Center reports

· Write and communicate specifications for program requirements

· Design and conduct project training and monitoring

·  Client invoicing and reconciliation

 

Please send resumes to resumeshr@ictgroup.com

 

ICT is an equal opportunity employer