SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Director Regional Healthcare Implementations

Date Posted: 08/05/2020

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Job Description

This position is responsible for assisting in the strategic direction of future services and technologies, such as data analytics, outcomes reporting and application development. This position is responsible for system administration support and maintains interfaces between SASC and 3rd party applications, including but not limited to Capita (triage software), DADAR (National Resource Council), Healthwise Coach, and the Virtual Training platform. This position also provides project management expertise in supporting existing and future clients and lines of business.


SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience

* Adheres to SYKES policies on ethics and integrity.

* Provides Subject Matter Expertise supporting the Capita triage software and the changing interfaces with SASC's internal systems.

* Supports the following initiatives:
* Care Management

* New Brunswick Disposition Compliance Project

* Post Discharge Calls Project

* DADAR (National Resource Council)

* Palliative Care

* Caribbean Line

* Healthwise Coach

* Investigates and develops future innovations:
* Call Process Review

* NE LHIN EMR Integration

* Mobile App

* Data Intelligence (CXAir)

* Reviews processes and procedures to ensure compliance with Accreditation Canada.

* Provides constant review of industry and government reports on Telehealth, recommending new revenue opportunities, technology enhancements and future direction.

* Evaluates industry best practices and efficiency measures.

* Creates/customizes clinical and operational decision support content.

* Assists in RFP process for new and renewal opportunities.

* May perform other additional duties and responsibilities as assigned.

Desired qualifications, skills and experience


B.S. Nursing and 5 to 10 years relevant experience required, experience in Triage, operating in large environments preferred.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

* Compliance / Accountability - Takes ownership (holds self accountable) for outcomes; follows policies and requirements; participates constructively in completion of tasks requested by supervisor; responsive to requests in domain of accountability.

* Responsiveness - Responds to requests and needs of others to issues; takes action on coaching / feedback to improve performance.

* Problem Solving, Analysis, Evaluation - Recognizes and responds to problems (technical, process, situational), in a proactive/timely manner; develops and applies solutions that achieve short and long term goals; uses criteria to determine if performance, programs, processes or events reach a standard or require a particular response; is competent with quantitative as well as qualitative analysis; analytical agility; engages in appropriate analysis before making decisions and completing work.

* Documentation / Information Management - Maintains information for recordkeeping needs and ease of retrieval; examines information for trends that lead to new knowledge.

* Accurate Reporting - Prepares reports, memos, etc. that are clear and informative to the reader and accurate in content.
* Intermediate skills in Microsoft Office, advanced skills in Capita triage software and DADAR systems integration

* Experience in understanding and evaluating government requirements and initiatives regarding healthcare


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

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