Senior Director, Contact Center

Accountabilities

• Lead national contact center strategy: Define and execute a comprehensive strategy that delivers consistent, high-quality patient support across inbound and outbound calls, chat, SMS, and self-service channels.

• Drive performance and service excellence: Establish and monitor key performance indicators, including Net Promoter Score (NPS), call quality, first-call resolution, call abandonment rate, and Customer Effort Score.

• Align operations with revenue cycle objectives: Collaborate with billing, accounts receivable, correspondence, provider enrollment, IT, and client success teams to improve patient access, issue resolution, and financial outcomes.

• Optimize technology and workflows: Develop scalable processes that leverage interactive voice response (IVR), customer relationship management (CRM) platforms, AI-powered chat, call routing, and digital self-service tools.

• Champion continuous improvement: Use operational dashboards, data analysis, call quality audits, and patient feedback to identify improvement opportunities and implement measurable changes.

• Build and develop leadership teams: Lead directors, managers, and supervisors responsible for large, distributed contact center teams. Establish a culture of accountability, coaching, engagement, inclusion, and professional development.

• Strengthen training and quality assurance: Oversee training programs that develop technical expertise, clear communication, empathy, conflict de-escalation, and effective patient advocacy.

• Manage financial and workforce performance: Own budget forecasting, cost management, workforce planning, and technology investment decisions in alignment with long-term business and patient access priorities.

• Develop strategic client partnerships: Work with hospital clients and physician groups to understand their needs and tailor contact center operating models to their service expectations.

• Improve digital patient navigation: Lead initiatives that reduce avoidable call volume through FAQs, self-service options, and digital navigation while maintaining accessible support for vulnerable populations.

• Represent the organization externally: Participate in patient experience and access forums at local, regional, and national levels, helping advance service excellence and industry best practices.

• Support financial performance: Apply knowledge of healthcare cash collection strategies to help align patient service operations with revenue cycle goals.

Requirements:

• Education: Bachelor’s degree in Business Administration, Healthcare Administration, Communications, or a related field is required. A master’s degree, such as an MBA, MHA, or MPH, is strongly preferred.

• Relevant experience: At least 10 years of experience in healthcare call center operations, patient experience leadership, or related revenue cycle management leadership roles.

• Large-scale operational leadership: At least 5 years of experience managing high-volume, multisite contact centers with cross-functional leadership responsibilities.

• Demonstrated results: A proven track record of improving patient satisfaction, implementing technology platforms, and managing large teams across remote, distributed, or global environments.

• Healthcare revenue cycle expertise: Strong understanding of healthcare revenue cycle operations, particularly patient access and financial services. Experience with cash collection strategies is preferred.

• Contact center technology knowledge: Familiarity with call center platforms, CRM systems, IVR solutions, AI-enabled chat, call routing, and digital self-service technologies.

• Patient experience expertise: Experience with patient experience measurement tools and methodologies, including Press Ganey, CAHPS, NPS surveys, and call quality programs.

• Financial and analytical skills: Strong budgeting, forecasting, and cost-management capabilities, with proficiency in Excel, business intelligence tools, and CRM data analysis.

• Executive leadership and communication: Excellent strategic planning, presentation, facilitation, and stakeholder management skills, with the ability to influence decision-makers across organizational levels.

• People development and change management: Experience coaching leaders, managing organizational change, improving performance, and building accountable, high-performing teams.

• Patient-centered leadership: Ability to balance operational efficiency with empathy, clear communication, cultural competence, equity, and inclusive leadership.

• Adaptability: Comfort operating in a dynamic, high-growth, or transformation-focused environment and managing complex cross-functional initiatives.

Benefits:

• Remote work: Nationwide remote opportunity within the United States.

• Performance-based incentive: Eligibility for a discretionary incentive bonus, subject to applicable company policies.

• Competitive compensation: Base salary determined by factors including geographic location, skills, experience, qualifications, and other job-related considerations.

• Rewards and recognition: Eligibility for a performance-based incentive program recognizing contributions and results.

• Referral bonus opportunity: Potential to earn a referral bonus by referring qualified candidates, subject to applicable program terms.