Associate Director of Contact Center - Chicago, Illinois, United States

Weekly outpatient therapy isn't always enough, and a trip to the ER isn't the only answer. Patients and their families rely on Compass Health Center when in crisis – every day, we help people overcome depression, anxiety, suicidality, obsessions/compulsions, trauma, chronic pain, ...

Job description

Weekly outpatient therapy isn't always enough, and a trip to the ER isn't the only answer. Patients and their families rely on Compass Health Center when in crisis – every day, we help people overcome depression, anxiety, suicidality, obsessions/compulsions, trauma, chronic pain, and other obstacles in order for our patients to live freely.

About This Role

The Associate Director of Contact Center will be responsible for oversight of the daily functions of Contact Center. This role will lead our team of intake specialists and team of Senior Intake Specialists. Responsibilities will include refining our current inquiry process, screening process, monitoring and improving team conversion, ensuring appropriate staffing to meet community demand, timekeeping for the intake specialist team, performance management, and onboarding of new hires. The primary goals within the role will be supporting and creating access to care through initiative work; ultimately increasing admissions.

What You'll Do:

• Oversee daily management of the Contact Center Representatives' tasks and operations including scheduling, managing PTO requests, development and motivation of personnel, and resolving employee issues.
• Ensure optimal department efficiencies and staffing levels, using metrics to measure and report on the performance of the staff individually and of the department.
• Establish clear guidelines for uniform service, addressing issues in a timely manner, and coaching staff to expectations.
• Effectively resolve complex or non-routine caller support issues while providing superior customer service
• Create, implement, and maintain clear, easily understood procedures for new or existing processes or technologies.
• Accountable for compliance and risk management within the department, including customer identification, implementation, and inspection of internal controls, and ensuring staff compliance with healthcare guidelines (i.e. HIPPA).
• Maintain a thorough understanding of Compass' services across all sites and a general understanding of competitor's in the market.
• Seek to improve department processes and execute in process improvements by identifying areas of opportunities, obstacles and inefficiencies for staff within their workflows
• Seek to improve customer experience and remove barriers for those seeking care
• Lead in discovery, research, implementation, and training of phone system advancements, EMR and other technology needs to support patient's seeking care at Compass, as well as presenting recommendations and proposals.
• Serves as a liaison between the Contact Center and other departments within Compass
• Work directly with the core during project implementation or routine troubleshooting
• Serves as back up within the Contact Center team as needed.
• Support community partners and relationships within the Contact Center experience

Who You Are:

• Knowledgeable of PHP/IOP and available community resources
• Able to maintain a courteous, diplomatic, and helpful orientation.
• Able to use good judgment and function well in pressure situations.
• Timely, accurate and thorough documentation of client records as well as work activities.
• Bachelor's degree in human services, Health Care, Social Service; Master's degree preferred
• 5 years of experience (ideally with some operational exposure)

We are committed to a fair and equitable work environment. The expected compensation range for this role is below. This range includes multiple career path levels across the organization; where you fall in the range is dependent upon a number of factors including, but not limited to, your years of experience, type of experience, location, and education/certifications. Compass reserves the right to update these ranges.

This role may also be eligible for an annual bonus which is dependent upon individual and company performance.

Compensation $75,000—$100,000 USD

We know job descriptions can be intimidating, so if this sounds like an opportunity for you, please don't hesitate to apply

Who We Are

Compass Health Center is a recognized leader in crisis-level mental health, bringing passion, connection, and patient-centered care to the Partial Hospitalization and Intensive Outpatient space (PHP/IOP). Based in Chicagoland, we serve hundreds of patients every day, ranging from ages 5 through adulthood, in our onsite facilities or through our flourishing virtual programming. Compass fills a critical gap between outpatient and inpatient care through an intermediate level of Behavioral Healthcare.

A few more things we want you to know: our values are super important to us, and hopefully will be to you, too. Cultural humility, teamwork, continuous improvement, connection, patient centered care, passion, innovation, and agility should be your power sources. Joining Compass is an opportunity to feel fulfilled through a joint mission towards healing our communities.

Benefits & Perks

We know that you will be dedicated to your purpose here. We look at that investment as a two-way street. We are proud to offer plenty of space for growth, and opportunities to pursue continuous development within our organization.

For eligible positions, our other benefits include: comprehensive medical/dental/vision plans, 401k program with company matching, generous PTO (including competitive parental leave after 1 year of employment), and continuous training through CEU seminars and volunteering opportunities.

What's Next?

Compass is committed to cultivating diverse and dynamic teams who exude passion for their craft, so whether or not you check all the boxes, we encourage you to apply – we'd be grateful to hear from you