Director - Central Scheduling & Care Coord

Riverchase Dermatology, an AQUA Dermatology portfolio practice, is Florida's largest and most comprehensive full-service skin care provider in the Southeast. It offers medical, surgical, and cosmetic dermatology, plastic surgery, vein care, and radiation oncology.

We seek a Director of Central SCheduling & Care Coordination Centers who is responsible for overseeing the daily operations and achieving service goals for the Riverchase regional appointment scheduling center. Directs the staff supervision, workload forecasting, staff scheduling, real-time service level management, and performance tracking, reporting, and analysis functions in support of all Riverchase clinic sites for the appointment setting activity.

Oversees the development of key staff management functions, including operating policies and procedures, team structure, communications, and ongoing staff development. Supports the development of business plans for expanded scheduling center operations, including budget preparation, analysis, and ongoing accountability.

Serves in a consultative role to Riverchase clinical locations by assessing and re-designing processes to drive greater patient satisfaction by improving ease and accuracy of scheduling.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Provide direction, leadership, and vision to Riverchase Regional Center staff.
• Determines call center operational strategies by conducting clinic site needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Contributes information and analysis to the Riverchase/Water's Edge executive team.
• Works collaboratively with the Human Resources team and the floor supervisor to recruit, select, train, coach, counsel, and develop regional scheduling center employees; administering scheduling systems; communicating job expectations; plan, monitor, appraise, and review job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Meets scheduling center financial objectives by estimating staffing requirements, preparing an annual budget, analyzing variances, initiating corrective actions
• Lead strategic planning and operational implementation planning to ensure service level initiatives are achieved and maintained across all Riverchase clinic sites as the center expands.
• Ensure processes, procedures, and communication are in place to detect problems proactively that could impact service levels or operating expenses.
• Present staffing plans and recommendations to executive leaders, regional directors, and clinic site managers
• Review monthly operations and financial results, identify performance trends performance vs. objectives, and provide required variance analysis and recommendations.
• Work with the finance team on staff budget planning and call forecasting. Ensure that finance is informed of the most recent call trends and potential impacts on staffing needs.
• Seek out and deploy new technology and tool enhancements that further automate the scheduling process (Athena) and support call routing and deflection strategies (Nextiva) that can make current processes more efficient, increase work accuracy, and reduce contact volumes.

Competencies and Experience

• At least five years of experience in a contact center operations oversight role, including direct responsibility for strategic planning and budgeting.
• Knowledge of contact center staffing, forecasting, operations, telecommunications, and related technology
• Effective project management skills
• Communication, leadership, and analytical skills
• Demonstrated ability to manage multiple tasks, changing priorities, and tight deadlines
• Ability to think and act strategically in collaboration with executive and physician leadership
• Ability to communicate service level statistics, performance drivers, and tactical plans to meet regional scheduling center service targets consistently
• Ability to work with the clinic site managers when targets are not met to determine the root causes and develop plans to resolve the issues
• Ability to build hire plans, staffing plans, and class schedules for scheduling center growth and attrition replacement. Also, work closely with Recruiting and training resources to maintain the targeted staffing levels.
• Work with the Riverchase IT team to determine the most efficient call routing and deflection strategies.

Supervisory Responsibility
This position holds formal supervisory authority and serves as a coach and mentor to staff.

We offer competitive salaries and benefits:

• Medical, Dental, and Vision available after 30 days of hire
• Short-term disability and life insurance, and many ancillary options.
• 401k available after 90 days of hire
• Excellent growth and advancement opportunities
• Discounts on services

POSITION TYPE AND EXPECTED HOURS OF WORK

• Full-Time
• Monday - Friday 8 am - 5 pm
• Minimal required travel

LOCATION: Ft. Myers/Remote (Hybrid)

Education and Experience:

• Bachelor's degree in business management or related field or equivalent work experience serving in a supervisory capacity
• Minimum of two years experience in managing remote customer service representatives [within a healthcare setting preferred]
• Knowledge and experience of contact center metrics and reporting software; experience in measuring call center performance (KPIs)

Founded in 1998, AQUA Dermatology is the Southeast's premier dermatology practice, with over 100 locations throughout Florida, Alabama, and Georgia. Our established practices and experienced physicians offer patients the highest quality outcomes and an exceptional patient experience. From common rashes to skin cancer treatments and plastic surgery procedures to an array of vein treatments, no case is beyond our knowledge and expertise!