Director of Call Center Operations

8+ years of experience in call center, customer service, or patient access operations, ideally in a multi-site healthcare or service organization. Proven success building or transforming a support operation, including process design, tool selection, and performance optimization. Strong data-driven mindset; comfortable managing to metrics and dashboards. Excellent leadership, communication, and remote-team management skills. Knowledge of HIPAA compliance and patient privacy standards. Bachelor’s degree required; Master’s preferred.

Build and lead a high-performing remote clinical call center and admin operations team serving multiple sites. Develop and refine Standard Operating Procedures (SOPs) for consistency, standardization, and compliance. Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency. Identify and implement tech tools (telephony, CRM/EMR integrations, workforce management, analytics) and manage vendor relationships. Use data to monitor results, identify bottlenecks, and lead continuous improvement efforts. Collaborate with clinical operations and site leaders to align workflows. Recruit, train, and coach remote team members, building a culture of accountability and service excellence. Develop the strategic vision and operational roadmap for the function. Establish quality assurance standards across all sites and functions. Monitor call volumes, response times, and resolution metrics, optimizing scheduling, staffing, and workflows. Develop and manage departmental budgets.