Director, Patient Services Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the operational framework for Patient Services, focusing on Training & Enablement, Patient Billing, and Workforce Management.

• Set up standards, playbooks, service level agreements (SLAs), responsibilities, documented workflows, and process enhancements.

• Create the future-state operational model and prioritize the operational roadmap.

• Direct the training and enablement model for Patient Services.

• Optimize patient billing processes across diverse client agreements, refund policies, and billing schedules.

• Develop workforce management practices that include forecasting, capacity planning, scheduling, and adherence monitoring.

• Manage BPO vendor performance, including scorecards, quality benchmarks, train-the-trainer initiatives, and volume/coverage frameworks.

• Collaborate with pod leaders and cross-functional teams to enhance outcomes for clients and patients.

• Lead and mentor the Manager of Training, Workforce Management Analyst, and Patient Billing team.

• Work alongside Business Intelligence to develop metrics, dashboards, and weekly leadership reports.

• Ensure clinical integrity and compliance, including adherence to HIPAA/PHI regulations, documentation standards, and escalation procedures.

• Perform additional duties as required.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• A minimum of 8 years in healthcare, contact-center, or patient/customer operations.

• At least 3 years of experience leading managers or multi-functional teams, including Training, Workforce Management, Quality Assurance, or Billing/Revenue Cycle Management.

• Demonstrated success in building scalable operational infrastructures, including staffing and capacity models, standard operating procedures (SOPs), quality programs, and reporting mechanisms.

• Direct experience in a high-volume call center setting; capable of discussing operational contact volumes and complexities.

• Proven ability to manage outsourced/BPO delivery in accordance with SLAs and quality standards.

• Proficient in workforce management concepts and skilled at translating data into staffing and process strategies.

• Experience in leading or managing a training/enablement function for frontline teams.

• Knowledgeable in healthcare compliance, including HIPAA/PHI regulations.

• Strong communication skills, with the ability to set direction, articulate reasoning, and hold teams accountable.

• Preferred: background in healthcare or related operations, particularly within a B2B2C model.

• Preferred: experience managing international BPO operations.

• Preferred: familiarity with subscription or recurring billing operations involving client-specific terms.

• Preferred: knowledge of Healthie, Zoho Desk, Amazon Connect, Zoho Analytics/Tableau, Confluence, and Litmos.

• Preferred: experience in driving automation or self-service solutions to reduce contact volume.

• Visa sponsorship requirements must be stated in the application.

🏝️ Benefits

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) with Company Match

• Life Insurance

• Pet insurance

• Flat organizational structure

• Culture of Autonomy, Competence, and Belonging