Director, Contact Center

Director Of Contact Center

General Summary : The Director of Contact Center is a senior leader responsible for delivering operational excellence across patient / customer access contact centers. Overseeing scheduling contact centers and financial customer service operations. The Director transforms enterprise access strategy into high-performing operations by implementing strategies to improve call deflection, data analytics, AI, and automation, and focus on stakeholder and patient experience. This role includes strategic planning, tactical organizing, and the operational oversight of the patient facing Contact Center and the patient billing customer service and financial assistance teams. The Director provides vision and direction to all teams within the department; primary and specialty services, insurance, training, quality and contact center concierge services (1 800 HENRYFORD, MyChart, Interpreter Services, Direct-to-Employer), billing customer service, and financial assistance). These areas of oversight include both union and non-union sites throughout Henry Ford Health. Additionally, the Director is responsible for providing advisory, operational direction and accountability for planning and implementation of system expansions and optimization efforts system-wide for Contact Centers. This includes leadership in digital scheduling, complex telephony platforms, use of Customer Relationship Management software, standardization policies & procedures, and patient experience. The Director reports to the Vice President, Operational and Clinical Access.

Principal Duties and Responsibilities : Strategic Leadership + Develop operating plans and operational oversight of the patient facing Contact Centers and the patient billing customer service and financial assistance teams including new services / sites being onboarded into the Contact Center. + Leads all integration and complex telephony projects, system initiatives including chat, digital, automation, and artificial intelligence opportunities. + Drive adoption of automation tools for scheduling, authorization workflows, and registry functions. + Evaluate the cost of scheduling and operations, manage financial performance. + Financial and HR responsibilities for contact center teams + Meet SLA and quality standards remote / hybrid scheduling. + Monitor key performance indicators and use data analytics to drive process improvements scheduling accuracy, call wait times, abandonment rates, AI usage, and patient / customer satisfaction. + Manage and implement performance dashboards aligned with enterprise KPIs and access operations goals. + Collaborate with IT and revenue cycle leadership to optimize EHR (e.g., Epic) and Genesys (telephony systems) + Develop standardized procedures, quality control processes, and training programs across the contact centers' functions. + Act as liaison between access teams and clinical, finance, managed care, and hospital leadership. + Participate in enterprise project strategic planning, budgeting, and system-wide transformation initiatives. + Works collaboratively with HFHS physicians and administrative leaders to improve patient access and experience. + Provides oversight to multiple system-wide patient access portals including MyChart, Interpreter Services, web portal, web chat and concierge lines. + Represents the Contact Center on a local and national level, sharing best practices and expertise.

Core Competencies + Strategic thinker with strong analytical skills and data-driven decision-making. + Skilled in operational execution and process redesign. + Excellent leadership, team development, and stakeholder collaboration abilities. + Deep understanding of CRM / telephony platforms, workforce management tools, and quality assurance in contact centers.

Experience Required : + Five to seven (5-7) years leader experience in health care setting required including three to five (3-5) years of contact center leadership. + Three to five (3-5) years working in call center or related setting (Referring Physician Office, Multi-physician practice) required. + Three to five (3-5) years of physician / provider experience preferred. + Comprehensive understanding of contact centers and revenue cycle best practices and trends. + Dedicated to continuous process improvement. + Ability to work with all levels of staff and leaders. + Proven leadership ability. + People and process management. + Excellent verbal and written communication skills.

Education Required : + Bachelor's Degree required. + Master's Degree preferred. + In lieu of degree, 10 years of contact center experience required.

Additional Information + Organization : Corporate Services + Department : Ambulatory Contact Center + Shift : Day Job + Union Code : Not Applicable

Additional Details This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health : Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus.

Benefits The health and overall well-being of our team members is our priority. That's why we offer support in the various components of our team's well-being : physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits. Equal Employment Opportunity / Affirmative Action Employer Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.