Program Director - Call Center - Patient Solutions

The Program Director is responsible for directing, supervising, planning, and implementing the programmatic and administrative operations of one or more programs; directing staff in implementation of program plans.

• Consistently meets Key Performance Indicators (KPIs) for the program.
• Monitors and reports on program performance statistics and metrics.

• Drives assigned performance responsibilities of teams and team members, directly and through direct leaders.
• Leverages Patient Solutions, Operations, and Technology resources to improve process and performance.
• Demonstrates initiative through strategic and operational leadership of program performance opportunities.
• Continuously seeks and implements innovative ways of improving stakeholder experiences.
• Identifies, measures, and monitors key performance indicators to develop data-driven recommendations that promote innovative offerings.

• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises employees within the Patient Solutions department.
• Indirectly supervises employees within the Patient Solutions department.

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience. OR

• Master's Degree (MA) or equivalent, or four to ten years of related experience and/or training, or equivalent combination of education and experience.

• Computer skills: Microsoft Office Suite.

COMPETENCIES:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to