CCC Dir Operations Performance

A Director of Operations Performance is responsible for development of strategies and technologies for operational leadership performance and development, focused on the Care Connection Center and VITAS programs support, by evaluating the performance of their product lines and customer experience. This role leads the proactive monitoring of performance of Intake, Telecare, and Dispatching leadership and their support to Program Operations, to ensure high quality offering of services. The individual must leverage a combination of data analysis, process improvement, leadership development, and extensive call center skills to develop and implement strategies that ensure VITAS’s leadership in providing end-of-life care.

Essential Duties & Responsibilities
All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations.

 ·         Develop and enhance next generation reporting and tools for operational leadership performance development and the delivery of team member / patient experience within the CCC, and cross-functional collaboration with Program Operations.

·         Leads the development of CCC operational leadership across all product line performance, team member experience and strategic engagement initiatives.

·         Develop and direct continuous improvement initiatives, informed thorough high-quality data analysis, with additional focus on leadership engagement and team member retention.

·         Make and implement strategic business decisions that contribute to and help drive the vision and goals of the CCC, in alignment with the organization.

·         Project management responsibilities over Operations Leadership Performance projects

·         Collaborate with Program and Central Support leaders on consistent improvement in operational efficiencies / performance, communication, patient experience, and labor cost management.

·         Proactively monitors the operational performance, quality, and financial impact of leadership development and team member retention.

·         Direct and Manage Operations Leadership development through collaboration with CCC Business Management Team.

·         Create models that support the organization's leadership development mission and values based on an internal and external needs assessment.

 

QUALIFICATIONS

 

The requirements listed below are representative of the knowledge, skill, and/or ability required.

 

Experience:

·         Eight-plus years relevant business experience

·         Eight-plus years in a Call Center Environment

·         Experience working with remote Call Center teams preferred.

·         Must possess the ability to work with and lead multiple initiatives and processes simultaneously.

·         Must possess excellent analytical, problem-solving, and writing skills.

·         Must possess strong interpersonal, written, and verbal communication skills.

·         Demonstrated track record of process improvement and project management.

·         Advanced skills in business analytics and complementary software, including Microsoft Excel, PowerPoint, and Word

·         Working knowledge of accounting and financial statements

·         Must be able to deliver all projects in a timely manner, within scope, and to budget.

·         Must possess a strong attention to detail.

·         Must have the ability to anticipate new / future strategy and performance needs to ensure ongoing innovation.

·         Advanced leadership skills to resolve critical issues and make strategic decisions to contribute to the organizational goals and objectives.

·         Ability to travel as required.

·         Ability to direct staff and business functions in an engaging environment maintaining workforce production and development.

·         Ability to utilize and administer the disciplinary action process through coaching and counseling to improve performance or terminate employment.

 

Education:

Bachelor’s degree in business administration, economics, information systems, healthcare administration, or equivalent professional experience required.

 

Certification & Licensure: 

Information Technology, Project Management, and/or Process Improvement certifications, and/or RN license, preferred.

 

Reasonable Accommodations

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.