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Director Of Triage Call Center Operations

Expired Job

Medcor, Inc Itasca , IL 60143

Posted 5 months ago

Get a load of this, here at Medcor, we value your opinion. Crazy, right? You know what else? Our leadership team likes to recognize your contributions and offer you something called compliments. Turns out people feel valued because of it. Now combine that work environment with good pay, a bunch of great benefits, some perks like a strong focus on your health and wellness, and before you know it, you're working with coworkers that are pleasant and caring. It's not rocket science. It's Medcor. We sincerely hope this is the last job application you'll ever have to fill out.

Here's the top five reasons why this job is different than any other you're looking for:

  • Medcor focuses on every advocate's personal well-being, known as our Better Me Wellness program. How many corporate jobs around here give you that? You get things like:

  • Access to wellness coaches who support you as you work toward your health and wellness goals

  • Health insurance discount for participation

  • Gym reimbursement for full-time employees and their spouse/partner

  • On-site fitness center with daily fitness classes

  • There's an on-site garden, volleyball court, bicycles, and more

  • You get a daily 20 minute wellness break

  • Free fruit in our on-site cafeteria

  • Activities to engage employee interaction (BBQ's in the summer, contests, wellness walks), which helps create and maintain a fun and interactive corporate culture. You should enjoy your time at work.

  • Medcor believes and supports a fun and inviting atmosphere as part of our Better@Medcor program. Advocates complement each other, are happy at work, and there's even time for play. I know, crazy concept, huh? But it works!

  • Coffee! We have the best coffee machine around. Maybe this should be number 1.

  • Support and an open-door policy. As part of the Medcor family, we know life happens and it can be crazy at times. We support you and work with you through all the challenging times. We believe in a work/life balance. We want good, healthy advocates who can, in turn, advocate for others and make this place a whole lot better.

Medcor is looking to hire a Director of Triage Call Center Operations to join our team at either our McHenry, IL or Itasca, IL Offices. This is a full-time position, with the schedule being Monday Friday, 8AM 5PM.

This full-time position is critical to the 24/7/365 Injury Triage line of business. The Director of Triage Call Center Operations oversees the call center operations, ensuring consistent business and operational key performance indicator (KPI) goals are met within each individual unit within the department. This position is responsible for the strategic planning and leadership of the following units within the Triage Division: Workforce Management, Talent Acquisition for Triage, Interpretation Services, and Call Processing. A commitment to excellence is demonstrated through supporting a continuous staff development program that enhances employee engagement, service, knowledge, skills and morale. The Director facilitates the implementation and evaluation of call center policies and procedures in order to provide Medcor's clients with a World Class Customer Experience. The Director clearly articulates the Mission and Vision of the Triage Division to internal and external constituencies and acts as a facilitator for the organization; liaises with other Medcor Divisions and Departments on a regular basis to ensure patency of the Triage Service.

A typical day in the life of a Director of Triage:

  • Develops and directs the management of the call center to ensure customer satisfaction, improved call efficiency, low abandonment, and increased revenue through consistently improving the customer experience

  • Provides leadership and direction to overall call center operations, including but not limited to, budgeting, forecasting, financial management inclusive of revenue enhancement and cost control, operational improvements, and interdepartmental communications

  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs

  • Continually investigates and introduces process improvement measures and presents recommendations to the Executive Vice President of Operations and the Executive Director of Triage Client Operations for consideration

  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance

  • Oversee the development, maintenance and delivery of an effective Learning & Development program to support desired skills and required competencies which will help to ensure the provision of excellent customer service while promoting profession growth of each individual Triage Advocate

  • Ensure staffing schedules are optimized to meet budget objectives; budgeting and forecasting future needs based on service growth and staffing proficiencies in order to meet the identified service level goals to ensure customer satisfaction

  • Coordinate analytic, strategic and technical resources to enhance operational efficiency, deliver quality performance (both clinical and procedural), foster continuous improvement and exceeding identified service levels, to meet client expectations and ensure satisfaction

  • Employ collaborative processes with other departments to provide procedural and technological support to the Triage Service (SLA)

  • Work closely and collaboratively with the IT team to enhance and refine telephony and software systems and services to improve the operational delivery of the triage service for the clinical decision support team that delivers the service to Medcor's Triage customers

  • Monitor productivity (both quantitative and qualitative) of the call center and of individual telephone triage Clinical Decision Support team. Generate Reports and identify both positive and negative performance trends, to ensure attainment of quality performance benchmarks, standards and revenue goals.

  • Report key performance indicators (KPI's) to the Executive Vice President and the Executive Director of Client Operations on a monthly basis

You Must

  • Have previous supervisory management experience in a Call Center environment (preferably at a minimum of 2 years with a basic understanding of occupational job processes and potential injuries as it relates to various industries)

  • Have proven time management skills with an ability to independently prioritize and ensure completion of scheduled duties without compromising quality

  • Be able to prioritize, Identify and resolves problems in a timely manner

  • Be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form, and be able to work independently without direction

  • Have a mastery of business and medical English language skills to understand, read, analyze, and interpret general medical information, professional journals, technical procedures, or governmental regulations

  • Have effective written, verbal, and interpersonal communication skills

  • Have previous experience in the role of Ops manager, Trainer or Charge Nurse (for internal candidates)

  • Be proficient with Microsoft Office Suite: e-mail, Microsoft Word, Excel, and PowerPoint, etc.

  • Have strong critical thinking and problem solving skills

Its a Plus If

  • You have previous work experience in a professional national / international inbound / outbound call center environment

  • You have a minimum of two years of full-time experience managing a staff of 100+ call processing, management and administrative staff

  • You have previous work experience in a professional medical environment

  • You have experience in emergency medicine, urgent care, critical care, medical-surgical, occupational health, or other area of specialty practice

  • You have a Bachelor's Degree and advanced degrees


We don't just advocate for our clients and our patients; we also advocate for ourselves. Our benefits include paid time off, health and dental insurance, 401K with match, education reimbursement, and more. To learn more about Medcor's Culture click here.

Medcor Philosophy

Medcor embraces a set of simple, interconnected practices that everyone can tailor to their own life and work. To preserve our pioneering, entrepreneurial spirit, we impart our values through the ongoing Better@Medcor campaign: encouraging our advocates to make a conscious choice to practice our values, to celebrate and recognize each other via our peer recognition program, and to support one another during tough times.

Medcor is a tobacco free and smoke free workplace!


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Director Of Triage Call Center Operations

Expired Job

Medcor, Inc