Project Manager, Contact Center


Seattle, WA

What you'll be doing

Implement the coordinated strategy for the integration of multiple individual clinics into the contact center over a specified time period. Directly manage a team of project specialists and ensure the adherence to project critical paths. Develop a detailed project plan to guide the migration of patient calls from individual clinics into the contact center in a manner that preserves an effective workflow for the clinic, delivers superb customer service and quality to patients, and supports standardized policies for the contact center. Assess the level of standardization or variation against the current company best practice in the nurse triage communication, financial clearance, scheduling practices, and messaging areas. Complete detailed, formal process mapping for each clinic migrating to the contact center in order to successfully move patient calls without interrupting critical communication processes between the patient and the clinic and provider. Responsible for the creation of a standard operating procedure document for each clinic being assessed. Develop staff training programs including clinic-based consultation and on-site training as appropriate. Report project status weekly in a standardized template format. Report progress and barriers on an ongoing basis. Provide leadership and direction in accordance with organizational goals and objectives.

What your background should be

At least three/four years as a project manager. Experience working with the development of process improvement and lean methodology. Experience working in customer service focused organization either in customer facing or support capacity. Experience using project management tools and reports to improve productivity. Experience using data to drive decisions and tradeoffs.

Required Schooling / Training

Bachelor degree

Who is the client company

Concern about medical educational services.
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