Communication Coordinator

Job Summary

The Communications Coordinator will serve as the primary resource for strategic communications support for the East Coast Contact Center organization. The individual in this role is responsible for designing, planning, and implementing the communications strategy and support for the East Coast Contact Centers using various distribution channels and communication vehicles; supporting the development and execution of contact center transformation strategy under the direction of Manager of Communication Channels and Contact Center Leaders; and owning the strategic communications planning and deployment for key technology, process, and organizational initiatives. This individual will create regular and ad hoc internal communications consistent in theme, design, and messaging that aligns with the contact center vision, and will partner with leaders within the contact center to align on messaging and execution of communication deliverables.

Essential Duties and Responsibilities

• Leads the Contact Center communication efforts by identifying communication needs, designing overarching East Coast Contact Center organization communication strategy and executing the communications plan.
• Creates, plans, and executes every aspect of the Contact Center leadership communications plan under the supervision of the Communications Channels Manager.
• Creates and adheres to communications calendars to ensure consistent, relevant, and timely delivery of internal communications within the organization.
• Develops and executes of all East Coast Contact Center communication deliverables including weekly and monthly communications, deployment communication of new initiatives, and business as usual communication deliverables.
• Utilizes existing technologies, templates, and communications methods to ensure consistency in design of weekly, monthly, and ad hoc communications.
• Creates original roadmap and materials to support organization change management, including written and video messages from Contact Center Leader as well as coordination of webinars (i.e., Meetings, Town Halls, etc.).
• Introduces leading edge methods of disseminating messages throughout the organization and providing reach of organizational communication including use of new technologies.
• Serves as subject matter expert on Contact Center initiatives in order to inform broader messaging for Contact Center communications.
• Develops targeted communications (examples: memos, Frequently Asked Questions (FAQs), presentations, collateral, webcasts, etc.) describing change, preparation, rollout measurements and milestones based on market needs.
• Creates professional and engaging communications that reinforce clear vision and key messages in conjunction with Contact Center Leaders' leadership.
• Responds to, solves and makes decisions on communication requests that have broader department impact.
• Executes communications plan activities; monitor and adjust as needed and measure effectiveness of communication efforts (e.g., surveys).
• Maintains distribution standards through thorough proofreading and the review and approval process, obtaining a sign off before distribution, to ensure high quality of every communication deliverable.
• Improves processes, actively seeks manager feedback and focuses on designing processes/materials.
• Responds to ad hoc requests.
• Supports requests by department leadership as needed.
• Works collaboratively with a variety of teams within the Contact Center, including but not limited to Work Force Management, Quality Management, Customer Experience, and Contact Center Directors and Managers to obtain information and updates for internal communications.
• Works collaboratively with a variety of partners within Contact Centers, HR, Talent Acquisition, Training and across RadNet to ensure alignment and consistency with broader organizational communication efforts.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education, and Experience

• Proven excellent interpersonal skills; able to inspire and motivate employees through communications.
• Being able to effectively function in an agile and fast paced environment.
• Being able to adapt and absorb change quickly and support the Contact Centers team throughout change; needs to be a change champion.
• Must be able to positively embrace strategic initiatives and execute as scheduled; able to accurately reporting findings and success metrics.
• Must be able to type accurately with precise data entry skills.
• Must demonstrate professionalism and the ability to multi-task and work under pressure effectively. Ability to maintain confidentiality of patient and employee information.
• Ability to understand scheduling process and specialty work.
• Excellent telecommunication, verbal communication and demonstrated organizational skills.

Preferred:

• Bachelor's Degree highly preferred.
• Two (2) plus years of communications experience preferred.
• Experience and knowledge in advanced technologies for communications, strategic communications and planning.
• Experience in contact centers preferred.
• Experience with project management approaches, tools and phases of the project lifecycle.
• Strong experience and aptitude in various Windows-based programs including PowerPoint and Excel.
• Outstanding written and verbal communication skills.
• Excellent organizational/planning management skills.
• Ability to present ideas and information in a concise, organized way.
• Experience with video design and creation.