IT Director, Telecommunications - Hybrid

Overview

IT Director, Telecommunications - On Site, Downers Grove, IL - Information Technology 

Position Highlights:

• Full-Time, 40 hours 

• Hours: Monday-Friday; 8 a.m. to 5:00 p.m. 

• Location: Downers Grove, IL - 3 days per week

Benefits: 

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.

• Employer-provided life and disability insurance.

• $5,250 Tuition Reimbursement per year. 

• Immediate 401(k) match.

• 40 hours paid volunteer time off. 

• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.

• 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members. 

The IT Director, Telecommunications is responsible for supporting the Duly transformation into an agentless patient experience which engages the Call Center along with the Digital patient and provider experience. Partnering with other departments to facilitate the implementation, governance and delivery of initiatives along with other cross collaboration activities will play a critical role. Champions and clearly communicates company-wide initiatives to contact center leaders, site managers, physicians, and staff. Acts as a change agent to develop, promote and implement needed clinical/operational changes quickly and effectively. Mentors’ others as needed. Ensures that site managers, staff, and physicians have appropriate information, training and support to achieve organizational goals

Responsibilities

What you will do:

Under direct supervision of Information Technology leadership, the IT Director, Telecommunications will be responsible for:

• Perform all supervisory responsibilities associated with the IT department including employee related issues.

• Enforce company policies and procedures as a member of management for all employees.

• Monitor and manage incoming incident and request via ticket management tool ensuring SLA are met.

• Present a professional image as a representative of the company.

• Establish and maintain effective professional working relationships with co-workers, and every level of management.

• Provide guidance, and cross-departmental collaboration to contact center leaders and others to ensure that call flow design provides world class patients experience while adhering to defined standards

• Determine the goals of IT within broad outlines provided by the executive management and contribute to the continuity of computer services by providing necessary technical leadership and project coordination.

• Forecast costs, equipment and personnel needs for projects and programs as required and related to MIS operations.

• Stay abreast of the latest developments in MIS technology and remain highly technically competent at all levels of data processing while striving for enhanced user productivity through implementation of new software technology where applicable, and the implementation of policies that more effectively utilize MIS resources.

• Prepares long and short-range plans for application selection, systems development, and acquisition of the resources needed to support them. Assures responsiveness of long-range plans to corporate objectives.

• Establish and maintain relationships with contractors and equipment suppliers.

• Capture, monitor and analyze computer usage data, recommend and implement policies, software and hardware to provide maximum resource utilization in a cost-efficient manner.

• Assume the leadership role in developing and maintaining a systems disaster recovery plan.

• Performs other duties as may be assigned.

Qualifications

Education:

• Bachelor’s degree in information systems or related field

Experience:

• 10+ years required

• 5 years of experience with major contact center platforms, including AI

• 5 years of experience supporting a Content Management or Web site experiences

• 8 years previous management experience required

• Advanced experience designing and implementing core corporate systems

• Previous healthcare experience is a plus

Skills: 

• Proven record of opportunity identification, business case development and implementation in a matrix environment.

• Skilled in technical and non-technical requirement development
  and delivery to cross functional stakeholders and deliver upon the vision.

• Delivery of projects and initiatives should be as much about the “what” as the “how” with the ability to demonstrate both

• Experience with either Five9, Genesys, Nice, Google or similar CCaaS Contact Center
  technology

• Lead transformational change and innovation while balancing budgetary
  considerations.

• Excellent customer service skills with the ability to deal tactfully, confidently, and ethically with all levels of the organization, and both internal and external customers,
  stakeholders, and vendors

• Ensure all regulatory and compliance standards are adhered to for all functions

• Experience with complete lifecycle of complex enterprise projects in addition to
  understanding core project management concepts, theories, practices, and methods a plus

• Ability to effectively design scalable solutions to meet business needs and system configuration

• Knowledge of finance, accounting, and an understanding of internal accounting controls

• Ability to thrive in a very fast-paced environment and be assertive when needed

• Ability and willingness to adapt job responsibilities as required to meet the demands and opportunities of a rapidly growing company

• Skills indicating highly motivated, results focused, and act with a high sense of urgency

The compensation for this role includes a base pay range of $135K-$203K, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.