Director – Patient Support Center Operations

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Oversee the Patient Support Center for a prominent dermatology group managing around 50,000 calls and 35,000 texts each week.

• Direct a department of 150 personnel and coordinate with two BPO partners.

• Foster a supportive and accountable team environment while cultivating managerial talent.

• Take responsibility for patient communication and overall experience across voice, chat, and text platforms.

• Transform patient feedback and service shortcomings into enduring operational enhancements.

• Enhance AI voice agents, automated quality monitoring, self-service options, and other automation tools.

• Oversee forecasting, staffing, scheduling, capacity, budget management, volume, handle time, service level, and response-time objectives.

• Ensure BPO partners are held accountable for service quality, productivity, staffing, training, and employee retention.

• Collaborate with clinics and support teams to ensure scheduling accuracy, effective handoffs, escalations, and follow-ups.

• Review call recordings, analyze digital interactions, and incorporate insights into coaching and root-cause analysis for improvements.

• Participate in in-person team meetings as required by events or business needs.

• Execute additional responsibilities as assigned by the supervisor.

⛳️ Requirements

• A Bachelor's Degree is mandatory.

• A minimum of 5 years of management experience is essential.

• At least 8 years of experience in a contact center environment is required.

• Proven leadership experience in contact centers of similar scale and complexity, including managing a large team through multiple managers and outsourced partners.

• Experience with both voice and digital communication channels (chat, text, or messaging).

• Demonstrated ability to cultivate strong team cultures and develop independent managerial leaders.

• Hands-on experience in deploying and managing contact center technology, particularly in AI and automation.

• Familiarity with workforce planning, quality assurance, coaching, performance management, and budget oversight.

• Proven track record of implementing changes from conception to adoption resulting in measurable and sustained outcomes.

• Understanding of HIPAA & OSHA compliance regulations.

• Candidates must reside in New York, New Jersey, Pennsylvania, Connecticut, Florida, Illinois, Missouri, Minnesota, or California.

🏝️ Benefits

• Medical (Virtual Care included)

• HSA/FSA

• Dental

• Vision

• 401K after 30 days of employment

• Company Sponsored Short Term Disability (Only applicable for non-California employees)

• Pre-tax savings available for public transit commuters

• Birthday celebrated as an additional personal holiday

• Employee discounts on Schweiger skin care products & cosmetic services