Director of Contact Center Operations

Role Overview

• Transform the contact center into a patient advocacy center
• Develop and implement service standards prioritizing empathy and patient ease
• Advocate for the patient voice in meetings using data for improvements
• Drive KPIs including Abandonment Rate and Patient Satisfaction
• Integrate newly acquired practices into the centralized contact center
• Manage departmental P&L focusing on cost-per-interaction
• Oversee a hybrid workforce, providing mentorship and training
• Implement a rigorous QA program using AI-driven tools
• Lead optimization of communication platforms and AI-driven tools

Requirements

• 8+ years in Contact Center leadership
• At least 3 years in a multi-site healthcare environment
• Proven track record of managing 100+ seats across both on-shore and off-shore environments
• Experience with telecommunications platforms
• Understanding of labor cost arbitrage and P&L management
• Bachelor’s degree required; MBA, MHA or Lean Six Sigma certification is a plus
• Ability to travel (up to 25%) to regional offices

Benefits

• Health insurance
• Professional development opportunities