Director, 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.

PRINCIPLE 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. 9. 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.