The Call Center Director is responsible for working closely with HCA North Texas Division medical staff, administrators, department heads and nursing staff to effectively direct patient ED/IP transfers and Direct Admissions from HCA and non-HCA hospitals, including transport and other Call Center activities. The Director is responsible for leading and managing all members of the Call Center team.
Specific Job Functions include:
- Provides leadership, management and administration of all aspects of NTD Call Center to ensure accomplishment of organizational mission and objectives.
- Performs Outreach to area HCA and non-HCA Facilities. Represents the department on Marketing and Outreach activities and coordinates these efforts.
- Responsible for the Transfer Center service line to include the HCA 877 call line.
- In coordination with the NTD VP Physician Sales, assures quality communications. Develops communications standards, protocols, policies and procedures.
- Responsible for developing relationships that will enhance public and private access to the HCA North Texas hospitals, services, physicians, health care professionals, and their affiliates.
- Hires and maintains appropriate staffing levels and utilization of personnel; insures the highest quality of professional skill through training, development and performance evaluations; with the assistance of the nursing supervisor, recognizes potential deficiencies in behavior and competence and implements appropriate modifications through counseling, disciplinary action and/or termination; recommends wage increases through promotions and performance evaluations; provides a safe and secure working environment.
- Provides a structured means for policy and procedure development through regularly scheduled staff meetings allowing for continual evaluation, review, and update of standards, functions, goals and objectives.
- Works collaboratively with the HCA Midwest medical staff advisors, and client designated medical staff advisors, to establish, revise and enforce the medical staff participation criteria in the physician referral, nurse triage, and patient test results services.
- Reports, either verbally and/or in writing, any act of professional conduct that could be potentially harmful to the health and well-being of a patient; submits copies of new and updated clinical protocols and algorithms for review and approval.
- Promotes HCA North Texas Division culture of excellence and quality service through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve, and anticipation of patient/customer needs.
- Assists with development of capital/operational budget, strategic planning, customer relations, marketing and outreach activities on behalf of HCA North Texas Division and the transfer center.
- Initiates communication with others to be pro-active in problem resolution. Is assertive and responsible in developing and maintaining high levels of team performance.
- As part of the programs management team, communicates information to and from staff. Maintains a positive communication style, keeps employees informed, listens to staff, investigates and resolves issues. Collaborates with management, physicians, patients, and co-workers to promote effective teamwork and problem-solving. Keeps the VP Physician Sales informed of potential issues that may require his or her attention. Regularly reports on the units’ activities and actions so VP stays informed of work unit status.
- Consults with HCA North Texas legal advisors on the interpretation and enforcement of the Inspector’s General Safe Harbor Regulations, EMTALA, Stark Laws and any other points of law that are pertinent to telephone call center activity;
- Attends local, regional and national management meetings and as appropriate Division wide meetings.
- Directs and develops education to all Transfer Center personnel on technological systems in use at HCA North Texas Division.
- Oversight of the NTD Call Center training program, ensuring that all new hires are trained to HCA North Texas Division standards by providing weekly training evaluations. Performs ninety day evaluations on new hires.
- Collects, correlates, analyzes and interprets operational, financial, and statistical data; informs and advises appropriate members of the HCA Senior Management of potential business opportunities
- Liaise with HCA North Texas Division and HCA IS/IT departments to develop innovative solutions to technological issues in the Transfer Center. Strive to maintain positive relationship between the IS/IT departments and the Transfer Center.
Bachelor’s degree in Healthcare Administration, Business Administration, Public Administration or a related field preferred.
Minimum of 5 years of progressive supervisory experience. Call Center experience preferred.
- Knowledge of the principles and practices of air medical and EMS communications operations and/or healthcare management
- Knowledge of state and national rules and regulations, including EMTALA
- Interact with other healthcare provider and local government officials
- Ensure organizational productivity
- Establish and attain organizational goals and objectives
- Exercise a high degree of judgment, initiative, discretion, and decision-making
- Ability to work in an evolving healthcare environment
- Strong communication and presentation skills
- Knowledge of productivity, financial operations and reporting systems
HCA Inc - 11 months ago