VP Consumer Contact Center
Arlington, TX US
Area of Interest:
Texas Health Resources System Services
Reporting to the SVP Integrated Experience Officer, the VP Consumer Contact Center will design and develop a comprehensive consumer contact center that drives referral volume, increase consumer satisfaction and delivers expanded consumer services. Services will include (but not limited to) consumer intake, referral services, enterprise centralized scheduling, and other service offerings to further Texas Health’s strategic objectives.
Position includes 70 direct and indirect reports
This position has the following duties and responsibilities:
•Develop an integrated consumer contact center to include customer service, referral and scheduling services, and selected digital health services to optimize consumer contact experiences across the Texas Health enterprise.
•Oversee successful operations of the consumer contact center including technology, daily operations, CRM data collection and analysis, and strong team development.
Professional Experience / Qualifications: Minimum of a bachelor’s degree. Minimum ten years of call center operations experience spanning customer service, technology integration, and track record of successfully leading teams. Experience with telemedicine preferred.
Strong experience in customer service and operationalizing CRM systems. Highly technical background with ability to drive integration of contact center modalities (voice, email, chat, social, help desk and self-service) into one seamless experience.