Operations Director – Call Center

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Supervise the daily operations of the Patient Access contact center to ensure reliable service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction.

• Manage and provide support to Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other designated operational leaders.

• Ensure that leaders are effectively overseeing employee performance, attendance, productivity, quality, coaching, corrective actions, and day-to-day operational execution.

• Track real-time and historical departmental performance to pinpoint staffing shortages, queue issues, service level risks, workflow challenges, and performance trends.

• Ensure Patient Access teams achieve or exceed set KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics.

• Collaborate with Workforce Management to guarantee appropriate staffing, schedule coverage, intraday management, overtime control, VTO utilization, and forecast alignment.

• Ensure operational leaders are assessing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators.

• Identify operational challenges and implement action plans to enhance performance, efficiency, quality, employee accountability, and patient/customer experience.

• Maintain a comprehensive understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements.

⛳️ Requirements

• An associate degree in Business Administration, Healthcare Administration, Operations Management, or a related field is required; a bachelor's degree is preferred.

• At least 5 years of experience in call center/contact center operations is required.

• A minimum of 3 years of supervisory or management experience in a healthcare, medical call center, patient access, centralized scheduling, answering service, or customer service contact center environment is required.

• Experience in managing remote or geographically distributed employees is strongly preferred.

• Strong understanding of call center KPIs, including service level, abandonment rate, average handle time, schedule adherence, occupancy, productivity, quality, attendance, and customer/patient experience metrics.

• Proficient in using workforce management, call center, telephony, reporting, HRIS, quality monitoring, AI-enabled workflow, or automation tools.

• Proficiency with Microsoft Office, Outlook, Teams, Excel, PowerPoint, AWS Connect or similar contact center platforms, company-approved AI/automation tools, and other business communication/reporting tools.

• Capability to understand and apply AI agents, AI workflows, and automation concepts to enhance human operator productivity, streamline post-call work, improve reporting, and support operational efficiency.

• Ability to analyze operational data and translate findings into clear action plans.

• Knowledge of HIPAA, PHI confidentiality standards, healthcare call center operations, and patient/customer service expectations.

• Flexibility to work varying hours as needed to support a 24/7 or extended-hours operation, client requirements, urgent escalations, staffing shortages, or business continuity needs.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits package.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.