• Director - Call Center

    Requisition Post Information* : Posted Date 4 weeks ago(7/25/2018 5:31 PM)
    Job ID
    Benefits Eligible
    Full-Time Regular
    CBA Code
  • Job Description

    Director - Call Center, the University of Chicago Medicine in Chicago, IL 


    Join one of the nation’s most renowned academic medical centers, University of Chicago Medicine, in an influential role as the Director of the Call Center for the UCM Ambulatory enterprise. This individual will support the strategic and operational duties for the central scheduling call center. The Director will have the opportunity to invest in our current program and grow the department to new levels. They will influence across multidisciplinary teams and drive new efforts to expand the current scope of the call center. Our employees deliver world-class care in an environment where opinions are respected, shared decision-making is rewarded and teamwork is the order of the day. Our staff are encouraged to achieve their career goals, which in turn benefits all of our patients and the University of Chicago Medicine as a whole. 


    In this role, the Director of the Call Center is accountable for all aspects of the patient pre-visit experience by directing the central scheduling call center for the UCM Ambulatory enterprise.  This includes inbound/outbound calls, call handoffs, pre-registration, central scheduling, providing nurse triage, and patient and provider engagement.  This individual leads the staff in providing quality customer service to all patients/customers (internal & external) to ensure that the call center meets patient/customer needs, department metrics and succeeds financially.



    Director – Call Center Education and Experience Requirements: 


    • A Bachelor’s degree in a healthcare or business-related field from an accredited academic body is required. A Master’s degree is preferred.
    • Holding a license as a Registered Nurse in the State of Illinois is required.
    • A minimum of 5 years of experience in management is expected; experience working in a healthcare organization is necessary.
    • A minimum of 3 years of experience managing Call Center Operations with demonstrated experience in the implementation of large programs, testing, training, & the establishment of metrics, Quality Assurance, & budget management is critical.  
    • Must demonstrate strong communication skills (verbal and written) and critical thinking skills.
    • Must have strong interpersonal skills and the ability to work collegially and collaboratively with all levels and functions within the organization.
    • Must have strong organizational and planning skills with the ability to work under minimal supervision.

    Why Join Us

    We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, The University of Chicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.


    Bring your career to the next level at a hospital that is thriving; from patient satisfaction to employee engagement, we are at the Forefront of Medicine. Take advantage of all we have to offer and #BringYourPassiontotheForefront,

    University of Chicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: www.uchospitals.edu/jobs 

    The University of Chicago Medical Center is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.


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