Sr. Director of Call Center Operations – Healthcare

Key Responsibilities

• Leadership & Strategy:
• Develop and execute strategic plans to enhance call center performance, aligning with organizational goals.
• Lead, mentor, and manage a team of call center supervisors and staff to foster a high-performance culture.
• Operational Management:
• Oversee daily operations, ensuring efficient handling of inbound and outbound calls related to patient inquiries, appointment scheduling, and other services.
• Implement and monitor key performance indicators (KPIs) to assess and improve service quality and efficiency.
• Process Improvement:
• Identify opportunities for process enhancements and implement solutions to improve patient satisfaction and operational workflows.
• Collaborate with cross-functional teams to integrate call center operations with other departments and with our practices nationally.
• Compliance & Quality Assurance:
• Ensure adherence to healthcare regulations, including HIPAA, and maintain high standards of patient confidentiality and data security.
• Develop and enforce quality assurance protocols to maintain service excellence.
• Technology & Systems:
• Evaluate and implement call center technologies and systems to optimize operations.
• Stay abreast of industry trends and incorporate innovative solutions to enhance service delivery.

Qualifications

• Education:
• Bachelor’s degree in Healthcare Administration, Business Management, or a related field.
• Master’s degree or relevant certifications (e.g., CCCM, ICMI, CCXP, CCSM) are advantageous.
• Experience:
• Minimum of 8 years in call center operations, with at least 5 years in a leadership role, ideally within the healthcare industry.
• Proven experience in managing large teams and complex operations.
• Skills:
• Strong leadership and people management abilities.
• Excellent communication and interpersonal skills.
• Proficiency in call center technologies, CRM systems, and data analytics tools.
• In-depth knowledge of healthcare regulations and compliance standards.

Preferred Attributes

• Experience with electronic health records (EHR) systems.
• Familiarity with patient access services and revenue cycle management.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Compensation & Benefits

• Competitive salary commensurate with experience.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Retirement savings plan with employer match.
• Paid time off and holidays.
• Professional development opportunities