Director of Call Center

Director of Call Center

Location: Larkin Bldg @ Exchange Street

Location of Job: US:NY:Buffalo

Work Type: Full-Time

Shift 1

Job Description

The Director of the Call Center is responsible for coordinating the functions of the Call Center for patient contact and communications for the entire Institution. This is a strategic and visionary role that includes leadership of the new call and contact center in the greater Buffalo area. This is a great opportunity to help envision and design a “call and communications center” Institution-wide in order to promote effective communication inbound and outbound for our community. This includes direct performance of duties to support the clinical services and administrative services and develop a modern “service catalog” for the center. This leader shall strive to achieve excellent customer service and contribute to a great customer experience by way of the services offered from the center. The Director of the Call Center is a senior level role reporting to the leader of the Institutional MSO.

Education And Credentials

BS – Bachelor of Science required. MA – Masters preferred.

Experience

10+ years customer service experience required. 5 years of experience working in a professional industry required.

Working Conditions

Essential:

• Weight Requirement – Light (up to 20 lbs)

Job Details

Department: KH Information Technology Administration

Standard Hours Bi-Weekly: 75.00

Weekend/Holiday Requirement: No

On Call Required: No

With Rotation: No

Scheduled Work Hours: 8a-5p

Work Arrangement: Hybrid

Union Code: N00 – Non Union KH

Requisition ID#: 5453

Recruiter: Constance M. Rollo

Grade: EX218

Pay Frequency: Bi-Weekly

Salary Range: $109,414.50 – $150,442.50

• Wage will be determined based on factors such as candidate’s experience, qualifications, internal equity, and any applicable collective bargaining agreement.

Kaleida Health’s mission is to advance the health of our community, and we believe our diversity, equity, and inclusion (DEI) strategic work is mission- critical for the good of our workforce and the community who need and depend on our care and services. We understand that racism and health inequities stand firmly in the way of advancing the health of our community, and Kaleida Health envisions DEI as the pursuit of equity and restorative justice for every person. We will exemplify courage and accountability through both the professing and practice of our core values for our friends, colleagues, and community. Kaleida Health is committed to creating a culture of equity and inclusion where diversity is valued and celebrated!

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