Overview Join our UT Health East Texas team as a Director, Contact Center! Representing the very best in healthcare, UT Health East Texas is comprised of 10 hospitals and more than 50 clinics across east Texas. With nearly 7,500 employees and over 1,000 licensed in-patient beds, UT Health East Texas provides healthcare services to thousands of patients annually through our hospitals, clinics, Level 1 trauma facility, air emergency fleet and EMS service in a metropolitan service area of a quarter-million people. Ardent Health Services operates UT Health East Texas in a joint venture partnership with UT Health System. POSITION SUMMARY The Director, Contact Center is responsible for the operations, personnel, and financial management of outpatient scheduling/message management operations across outpatient practices. Responsible for ensuring highly productive staff are scheduling in accordance with Provider Scheduling instructions, to include message management within the Albuquerque market, in addition to being an active stakeholder on corporate initiatives/strategies. Works in close partnership with clinic administrative directors and practice management directors/managers. Adheres to policies, procedures, and regulations to ensure compliance and patient safety. Responsibilities Supports in achieving optimum performance by ensuring continuity and quality of service and care through the daily operations management and interaction. Has strong familiarity with Contact Center Operations that include areas of responsibility in Project Management, Quality Assurance, Training, Workforce Management and floor operations (front-line). Translates strong ROI and value Contact Center’s provide to corporate stakeholders and local market leaders with strong data, data visualization, reporting and strategy. Achieves benchmark KPIs related to Provider scheduling (access) and service metrics from traditional Contact Centers; inclusive of omni-channel support. Works with matrixed teams at local and corporate levels to create, execute operationalize and achieve common goals with patients being center focus. Represents the organization and/or department at various community and/or business meetings; promotes existing or new services; serves as liaison and develops and maintains business relationships. Takes ownership of assignments, special projects, pilot programs; other duties as assigned or requested. Communicates and listens effectively with internal and external customers; effectively understands instructions and shares knowledge. Meets Budget (Operating & Capital) for assigned areas. Mentors, coaches, develop subordinates to accomplish goals. Develops policies, processes, strategies and goals that support Department/Corporation direction. Qualifications Required Qualifications Bachelor’s Degree in related field. 5 years’ relevant experience in large-scale health plan and/or care delivery system, preferably in an integrated system. Knowledge of and ability to apply facility philosophy, principles, and technology experience in working closely with physicians and medical group leaders, especially with partnerships or program development. Ability to demonstrate competency in financial management, leadership in an interdisciplinary environment, systems thinking, and effective written and verbal communication skills. Ability to communicate/operationalize “big picture” strategy and create support/buy-in with all levels of staff who are not submerged in Contact Center operations in their everyday environment. Preferred Qualifications Master’s degree.