Dispatch Health seeks a dynamic, experienced and strategic leader to join DispatchHealth, an innovative and rapidly growing company in the position of Vice President, Clinical Support Center. 

Location: Candidates will be considered for Denver, CO or Dallas, TX.

The Position

The Clinical Support Center (CSC) Vice President is a critical leader within DispatchHealth, responsible for the strategy, performance, and oversight of clinical support services. The CSC engages with patients and potential patients, as well as DispatchHealth clinical teams and others in the organization to provide all services crucial to patient and partner experience. The CSC Vice President will lead and develop an engaged team, deliver on results to support exceptional internal partner and patient experience, and continuously improve clinical support measures and cost. Success requires ability to collaborate, problem solve, motivate teams, and be flexible. Performance will be measured through key metrics, ability to communicate and collaborate with other leaders and subject matter experts, and adaptation of new technologies and processes to increase efficiency and overall client experience.

DispatchHealth's Clinical Support Center (CSC) handles multi-channel inbound and outbound contact center activity for all our locations nationwide. The CSC comprises 30 agents, 3 leads, 1 training and quality coordinator and 1 manager who staff 4 offices located in Denver, Dallas, Phoenix and Springfield, MA. The primary function is the safe, efficient and effective on-boarding of patients in our proprietary technology to power the DispatchHealth's clinical activity. The CSC also supports our partners (payers, health systems, facilities, home health, provider groups etc) and our providers in the field providing excellent pre and post-visit telephonic coordination.

Dispatch Health provides right-sized healthcare through the power of technology, convenience and service. Dispatch Health delivers on-demand healthcare services to a patient’s home, office or location of need. With a call, click or tap of an app, patients get a skilled medical team at their door in a matter of hours. Dispatch Health is redefining healthcare through a unique mobile acute care delivery model that is high-tech and convenient for patients while alleviating the burden on primary care providers, urgent care facilities and emergency rooms.

Responsibilities:

• Lead, motivate, and develop Clinical Support Center (CSC) leads, supervisors, and managers to build and maintain a culture of exceptional service, teamwork, and high performance
• Ensure CSC leaders are equipped to manage daily staffing, issue escalation, and troubleshooting, and are aligned with current company priorities and deliver on the highest level of service for each medium of service: inbound/outbound calls, emails, chats, etc.
• Lead the CSC team to meet organizational objectives related to customer service, patient conversion, patient satisfaction, clinical support and clinical team support
• In partnership with CSC leaders, set goals for and monitor daily, weekly and monthly performance in productivity and quality dashboards across all service lines
• Own communication to organizational leaders to keep them informed on metric-based productivity and quality performance
• Collaborate effectively with partner teams including the HR business and recruiting partner and Product / Engineering teams to reduce barriers to performance
• Partner with clinical education team to develop and continually enhance clinical competencies within the department
• Develop and manage within an operating budget
• Partner with subject matter experts in departments outside of the CSC to optimize workflows, troubleshoot performance gaps, and drive shared ownership and accountability for exceptional client experience
• Oversee the development, implementation, and maintenance of effective quality assurance programs for each service line to foster continuous improvement and drive exceptional service levels
• Identify system enhancements to further automate processes to drive efficiencies

This role reports to the Chief Administrative Officer of DispatchHealth.

Required Qualifications:

• Minimum 5+ years of leadership experience in contact center operations, in a healthcare setting
• Minimum 8+ years of leadership experience with the ability to show progressive promotion in job duties and responsibilities
• Exceptional people and process management skills
• Strong mentoring and relationship building skills with the ability to effectively manage group and interpersonal conflict for high performing and entry-level managers and frontline staff
• Knowledge of hospital clinical services, ambulatory/outpatient/clinic, ancillary services and support services.
• Strong analytical skills and ability to stay flexible with changing priorities.
• Excellent written, presentation and oral communication skills
• Proven experience managing metrics, ensuring customer satisfaction, and reporting on performance levels
• Comfort with ambiguity with a love for problem-solving and the ability to deploy multiple projects simultaneously in a fast-paced environment
• Technologically savvy, comfort with ACDs and IVRs, and contact center industry trends
• Commitment to innovative care for patients
• Minimum of bachelor’s degree in Business Administration, Health Administration, or comparable

Personal Characteristics

VP, Clinical Support Center candidates should clearly demonstrate and have a track record of the following:

Values/Strengths

• Interpersonal Skills: cultivating strong relationships, exhibiting an executive disposition, valuing stakeholders and building consensus
• Business/Management: developing team talent, driving execution, financial acumen, making healthcare operations decisions
• Leadership: empowerment/delegation, leading change, selling the vision, passion for results

Community Leadership

• High sense of social responsibility
• Visible and active in the community
• Visionary, strategic thinker with follow through
• Always seeking to raise the performance bar

Vision

Intellectual and Analytical Skills

• Intelligent
• Current on healthcare trends, models, and delivery systems
• Tenacious, timely, and attentive to detail, but maintaining an eye on the big picture

Political Acumen

• Savvy in dealing with sensitive issues

Motivator/Mentor

• Empowers staff to be successful in their roles
• Holds others accountable without micromanaging
• Hires individuals committed to excellence and innovation, and encourages them to seek opportunities for continuous improvement

Change Agent

• Supports decisions that advance great patient care
• Builder of coalitions and partnerships

Decisive Executive

• Willing to make decisions; seeking to understand others’ ideas and input, but skilled in ensuring timely decisions; works to ensure that ultimate decisions are understood by others as a way of gaining ongoing support
• Pragmatic leader with a facilitative and consultative style

Team Player

• Bridge-builder, consensus-seeker

All materials will be treated as confidential.

Dispatch Health is an equal opportunity employer.

Employees are held accountable for all duties of this job; however, this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.