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Job Requirements of Director Non-Clinical Operations / Medical Call Center:
QUALIFICATIONS / EXPERIENCE:
- Bachelor degree and or equivalent certifications preferred
- Minimum 5 years of experience leading a large team preferably in a remote call center environment
- Excellent communication skills both verbal and written
- Proficient/Advanced with Excel and all other Microsoft Office products
- Project management experience preferred
- Excellent presentation and negotiation skills
- Ability to handle stress and conflict
- Capable of prioritizing and organizing
- Good judgment and decision making skills
- Good problem-solving/analytical skills
- Available to handle escalated issues 24/7 when they arise
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Director Non-Clinical Operations / Medical Call Center
TeamHealth
USA (Remote)
Full-Time
AccessNurse is the premier provider of medical call center solutions, including 24/7 telephone nurse triage, and answering services. In business since 1996, AccessNurse serves more than 20,000 providers and practices, along with health care systems, health plans and Federally Qualified Health Centers (FQHCs) across the country. AccessNurse is a TeamHealth Company. TeamHealth has been recognized by Newsweek as one of America’s Greatest Workplaces in Health Care for 2025 – an honor that reflects our commitment to building a workplace where clinicians and team members thrive.
OVERVIEW:
The Director of Non-Clinical Operations is a senior leader for the TeamHealth Medical Call Center. The primary responsibilities is the oversight of non-clinical operations to include areas of quality, staff recruitment, operational performance, training and non-clinical program development initiatives. This position will report to the VP of Operational Performance & Non-Clinical Operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Oversight of Non-Clinical Operations and direct management of Patient Coordinator Managers and staff
- Meets regularly with the VP of Operational Performance & Non-Clinical Services to review non-clinical quality assurance program, operational performance/efficiency and non-clinical program improvement initiatives
- Meets on a consistent basis with the VP of Operational Performance & Non-Clinical Services and the Non-Clinical Management Team regarding areas of staff performance and non-clinical processes and protocols
- Meets on a consistent basis with the VP of Operational Performance & Non-Clinical Services, Workforce Manager and PC Managers to analyze and optimize PC staffing and scheduling requirements
- Meets on a consistent basis with the VP of Operational Performance & Non-Clinical Services to ensure an optimal non-clinical training program and staff development initiatives
- Meets on a consistent basis with leadership from all THMCC departments for operational and departmental updates
- Serves as a non-clinical liaison between clients and THMCC. Provides non-clinical, operations voice to existing clients to ensure clear communication of THMCC’s non-clinical services and, likewise, effectively communicating any special clinical client directives and objectives to all inter-departmental management
- Assists with oversight of non-clinical complaint research and resolution. Serves as a contact for all communication regarding complaint to client and works in concert with QI and Client Services to communicate findings and develop necessary corrective action plans to ensure the resolution of clinical client concerns
- Active participant with strategic business development discussions regarding non-clinical program development needs to support new non-clinical service lines
- Participates in sales presentations to prospective clinical clients as needed
- Participates in new client implementations, as needed, to assist in developing appropriate strategies for delivery of non-clinical services.
- Participates, as needed, with IT department in ongoing development of software programs utilized by non-clinical staff
- Maintains positive relationships with leadership team members
- Handles escalated issues that might arise in the overnight hours
Job Requirements:
QUALIFICATIONS / EXPERIENCE:
- Bachelor degree and or equivalent certifications preferred
- Minimum 5 years of experience leading a large team preferably in a remote call center environment
- Excellent communication skills both verbal and written
- Proficient/Advanced with Excel and all other Microsoft Office products
- Project management experience preferred
- Excellent presentation and negotiation skills
- Ability to handle stress and conflict
- Capable of prioritizing and organizing
- Good judgment and decision making skills
- Good problem-solving/analytical skills
- Available to handle escalated issues 24/7 when they arise
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