Director of Call Center Operations
D
Diana HealthHealthcare Operations
United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 8+ years
- Required Skills
- LeadershipProject ManagementData AnalysisPeople ManagementOperations ManagementBusiness OperationsCustomer serviceMentoringComplianceQuality AssuranceCoachingProcess improvementCRM
Requirements
- 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.
Responsibilities
- 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.
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