Call Center Integration & Performance Lead

Job Description

Job DescriptionPosition Summary

Lead the end‑to‑end implementation, integration, and performance improvement of our multi‑system contact center ecosystem. This position will take the wheel and spearhead major AI initiatives and orchestrates technology, workflows, data, and people. This person will help ensure the Patient Access Center (PAC) team deliver measurable throughput while maintaining minimum quality standards for all outcomes across the department.

Reports To: VP of Corporate Development and Associate Director of PAC

Responsibilities:

1. Technology Integration & Super User Ownership

   • Own day‑to‑day super‑user configuration across Contact Center platforms (e.g., CCaaS/telephony, IVR, dialer, quality monitoring, WFM) and CRM/EMR integrations.

   • Coordinate vendor SOWs; create/maintain configuration documentation, runbooks, and change logs.

   • Lead UAT, release management, and version control; standardize environments (dev/test/prod).

2. Process Design & Standard Work (SOPs)

   • Map and improve as‑is workflows

   • Design to‑be processes for scheduling, triage, callbacks, chat/SMS, escalations.

   • Author SOPs/playbooks; embed failure‑proof steps (checklists, guardrails, job aids).

3. Data, Analytics & Reporting

   • Define KPI dictionary and reporting cadence; own dashboards for real‑time and weekly reviews.

   • Partner with BI to ensure accurate data flows (CTI/CRM/EMR); validate metrics and targets.

   • Integrate reporting through current management tools used on the platform.

4. Performance Management & Continuous Improvement

   • Establish tiered daily management (standups, huddles, weekly ops reviews).

   • Run PDCA/Lean events; implement queue management, skill‑based routing, and staffing plans.

5. Change Management & Training

   • Build training curriculum and credentialing for agents/leads; deliver go‑lives and refreshers.

   • Create communication plans, stakeholder maps, and adoption metrics.

6. Risk, Compliance & Security

   • Ensure HIPAA, TCPA, data retention, call recording, and consent policies are embedded.

   • Coordinate BAA reviews and vendor security questionnaires with Compliance/IT.

7. Program Governance & Timeline Delivery (through 12/31/2026)

   • Maintain integrated roadmap, RAID log (Risks/Assumptions/Issues/Dependencies), and budget burn.

   • Report monthly to leadership on milestones, KPIs, and financial impact.

Required Qualifications

• 3 – 5 years in contact center operations and technology integration (healthcare preferred).

• Hands‑on admin experience with various core call center software technologies CCaaS (e.g., Genesys, Five9, NICE, Amazon Connect, Twilio Flex) and QA/WFM suites; strong CRM exposure (e.g., Salesforce Health Cloud) and EMR/PM scheduling interfaces.

• Demonstrated success leading multi‑system integrations and process redesigns with measurable KPI gains.

• Analytics fluency (Excel/Sheets, SQL basics/BI dashboards); comfort with A/B testing and cohort analysis.

• Certifications a plus: PMP/Agile, Lean Six Sigma (Green/Black Belt), ITIL, CCaaS vendor credentials.

• Strong change management, training, and cross‑functional leadership skills.

Success Metrics (KPIs)

• Completion: Actions completed as a percent of actions required

• Quality: QA score %, First Contact Resolution (FCR), Escalation rate, Schedule accuracy

• Productivity: Occupancy, Adherence, Shrinkage, Contacts per FTE,

• Outcomes: Conversion to scheduled appointments,

• Financial: Cost per schedule relative to new AI implementation spend

Compensation

• Base + Biannual bonus tied to meeting or exceeding key KPIs (% of required actions completed, calls, and schedules)

• Milestone bonus (up to 10% of base) at first major integration/go‑live dates for key AI implementations

• Project completion bonus at or after 12/31/2026

Monday through Friday, 8:30am - 5:00pm