Curana Health is a provider of value-based primary care services exclusively for the senior living industry, including in nursing homes, assisted/independent living facilities, CCRC/life plan communities and affordable senior housing communities. Curana Health serves more than 1,100 senior living community partners across 30 states and participates in both the MSSP ACO, ACO Reach and Medicare Advantage programs with CMS. Backed by more than $300M in venture capital funding, the organization is poised to disrupt care delivery in senior living on a meaningful scale through innovative care models and applied analytics.

SUMMARY

The Director of Clinical Contact Center Operations role is actively engaged in managing the daily Clinical Contact Center operations to ensure the availability, integrity and accessibility of all Clinical Contact Center operations, including support, communication, workflow, escalation, new and business rollout

This position provides management, leadership motivation, and development of the GoTo Contact Center team. In addition, the position analyzes present technologies in order to evaluate the feasibility of such technology for current and future growth and proactively makes recommendations for technology operation improvements. along with managing the technology contact center team, interacting with third party vendors and operational clinical teams. Position must have deep knowledge of Healthcare clinical operations and or Clinical Senior Living operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manages and oversees the operations of the Clinical Contact Center technology including CC Analysts, support escalations, systems operations (systems and telecom), workflow changes, system updates, & new business rollout.
• Optimization of existing call center flows and ability to identify opportunities.
• Develops and maintains a long-term Contact Center plan. Participates in developing department budgets and maintains relationships with our strategic software and hardware vendors and service providers.
• Manages and oversees the design, planning, implementation and maintenance of the infrastructure, ensuring that the systems provide the upmost efficiency and availability in support of the organization’s goals and strategies.
• Identifies appropriate partners and consultants capable of performing Contact Center health checks providing a current, well-managed operating environment for production processing and application development.
• Oversees and leads Clinical Contact Center processes, including configuration management reviews, hardening efforts, and remediation efforts to ensure compliance.
• Works closely with Clinical Staff and Facility in the prioritization of remediation of call flow setup, maintenance, changes/updates, issues, and optimization.
• Provides technical direction and assists in troubleshooting and resolving problems and ensures staff is monitoring alarms and alerts on the GoTo system and ensures maximum uptime

KNOWLEDGE, SKILLS AND ABILITIES

• GoTo Contact Center
• Healthcare Clinical Operations or Senior Living knowledge
• Voice Over IP Phone Technologies (cloud based, CISCO QOS/VoIP, Jive InContact, Unity, Teams, ACD or comparable system knowledge

EDUCATION

Bachelor’s degree from a four-year college or university or 10-15 years of comparable experience or equivalent combination of education and experience.

EXPERIENCE

• Minimum of 5 years working with or in a healthcare clinical operations setting. Such as a hospital, care clinic or senior living facility.
• Minimum of 5 years experience related to Technology Call/Contact Center Operations in a healthcare environment.
• Must have excellent analytical, organizational and communications skills.
• Demonstrate an agile, adaptable mindset that enables effective complex problem solving
• Excellent knowledge of IT Contact Center Platform to include a good knowledge of IT best practices, industry trends and compliance requirements.
• Working knowledge of IT processes and procedures, including system backups, business continuity, disaster recovery, asset management, audits, and compliance as applicable to a Contact/Call Center Platform.
• Working knowledge of IT security measures and best practices required to protect and maintain healthcare data
• Working knowledge of IT Service Desk and Operations activities, including customer service and communications.

Curana Health is dedicated to the principles of Equal Employment Opportunity. We affirm, in policy and practice, our commitment to diversity. We do not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable or state law, genetic information, or any other characteristic protected by applicable federal, state and local laws and ordinances.

The EEO policy applies to all personnel matters as outlined in our company policy including recruitment, hiring, transfers, and general treatment during employment.