Senior Director, HelpLine Services (SPI #1617-29)
The American Lung Association of the Upper Midwest has a great opportunity for a Senior Director, HelpLine Services to join our incredible team in our Springfield, IL Office.
In this role, you will be responsible for the strategic planning and execution of the nationwide American Lung Association HelpLine and Lung Cancer call center. You will be responsible for all the components of the HelpLine System and a busy HelpLine network. Lead a team of approximately 20-30 remotely located and onsite staff including the HelpLine management staff, HelpLine counselors and intake staff to meet or exceed departmental expectations and to provide service to callers seeking help or information with regard to smoking cessation and lung diseases. Secure and oversee funding for the HelpLine, hire qualified staff and ensures the quality of customer service and satisfaction of both inbound and outbound calls is reflective of the high standards set forth by the Association. The Association’s goal is to make the HelpLine services an even more critical part of our mission focus and is looking for a leader that can help drive this evolution.
- Work with the American Lung Association Senior Management Team to develop and implement long-term strategic plans and objectives.
- Uphold the mission, vision and values of the American Lung Association.
- Responsible for the overall operation, process creation, innovative direction, budget and strategy of the American Lung Association HelpLine.
- Provide oversight of the development and implementation of the organization’s privacy policies to ensure compliance with HIPAA rules.
- Develop proper policies and procedures to ensure confidentiality of all patient, teammate and company information in accordance with HIPAA regulations and American Lung Association policies.
- Oversee and lead the successful integration of new software systems, protocols and staffing structures that will move the HelpLine into a more efficient and effective call center to handle approximately 500 calls per day.
- Collaborate with a team of medical advisors with expertise in lung cancer, lung disease and smoking cessation to ensure the medical information distributed to caller is up-to-date and reflects best practices.
- Develop and implement protocols reflective of these best practices.
- Ensure consistency in staff response to patient related questions.
- Collaborate with management to define and implement new initiatives to enhance service standards and efficiencies while reducing overall costs.
- Develop, support and manage team and department goals. Provide coaching and feedback to staff to foster an environment of collaboration and clinical excellence. Develop protocol for in-service training, information delivery and access to information through the online medical library.
- Ensure all staff receive proper training in American Lung Association HelpLine related service calls such as smoking cessation, lung cancer, COPD, asthma and other lung diseases.
- Oversee staff performance review process as outlined by the American Lung Association.
- Prepare and deliver regular performance evaluations, and execute development or disciplinary action when necessary.
- Recommends merit increases, promotions and disciplinary actions with appropriate approvals as required.
- Regularly monitor American Lung Association HelpLine call interactions to ensure quality customer service.
- Review and handle escalated participant calls as needed; handle and resolve caller complaints in the best interest of the American Lung Association and the caller.
- Identify, document and alert senior leadership and other management of trends in customer calls. Complete specialized projects as assigned by the Chief Mission Officer and maintain good working relationships with all departments of the American Lung Association.
- Bachelor's degree in Business Administration, Healthcare Administration or equivalent experience. Master’s degree preferred. Health specialty training preferred, i.e. RN, CRT or MPH.
- Six- eight years of experience in Management, Administration or Operations in the healthcare or call center industry.
- Demonstrated competence in program and budget management, staff supervision and staff leadership. Ability to analyze statistical information and prepare meaningful reports.
- Excellent interpersonal skills and the ability to establish and maintain positive relations with staff. Proficiency in CRM systems.
- Ability to work under pressure and follow through to completion on assigned projects.
- Consistent with its mission, the American Lung Association of the Upper Midwest maintains a smoke-free workplace; all employees must abstain from use tobacco in any form.
Please send or e-mail letter of application and resume with salary requirements to (include job title in subject of email):
Human Resources Department
American Lung Association of the Upper Midwest
The American Lung Association of the Upper Midwest is dedicated to a diverse workforce. Equal Opportunity Employer M/F/D/V