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Director of Patient Customer Service - McLeansville, NC #5702648

Company: Laboratory Corporation of America

Date: 11/09/2018

Category: Education / Training

City: McLeansville, NC

Position Summary

This position is responsible for the strategic planning, leadership, and execution of Call Center operations. Core duties include management and leadership of processes for continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, coaching and training. Performance metrics include call efficiency, low abandonment rate, staffing utilization, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge and skills.

The Director's success is measured by the organization's ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall success of the company including operational targets as well as daily business decisions.

The Director of the Contact Center will develop innovative, efficient, and cost effective programs for the operation; insuring the Call Center meets customer and organization needs. The successful Director will continually engage, lead, and inspire their team in developing and documenting best practices in the performance of all duties and responsibilities.

Primary Responsibilities

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call.

  • 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 exceeding Service Level Agreement (SLA) performance.

  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Call Center.

  • Develop and maintain effective organization of responsibility, including efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.

  • Insure compliance with regulatory agency guidelines and standards.


License/Certification/Education: Normally requires a B.A./B.S. with 7-10 years of experience in related field.·

  • Master's Degree preferred with preference in Business Administration or Healthcare Administration.

  • Minimum 10 years of experience leading large teams.

  • Proven success in leading a large Contact Center in the healthcare industry.

  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, and scheduling.

  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.

  • Strong interpersonal, written and oral communications skills.

  • Computer Skills: Must be proficient in Microsoft office suite.

  • Workforce Optimization -- use of tools in optimizing the call center. Verint experience preferred.




Monday - Friday, 8:00am - 5:00pm

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.

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