Senior Director, Contact Center
New
J
JobgetherHealthcare revenue cycle
Nationwide remote opportunity within the United States.Full-TimeDirector
SalaryBase salary determined by factors including geographic location, skills, experience, qualifications, and other job-related considerations.
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Job Details
- Experience
- At least 10 years of experience in healthcare call center operations, patient experience leadership, or related revenue cycle management leadership roles; at least 5 years of experience managing high-volume, multisite contact centers with cross-functional leadership responsibilities.
- Required Skills
- Microsoft Excel
Requirements
- Bachelor’s degree in Business Administration, Healthcare Administration, Communications, or a related field.
- At least 10 years of experience in healthcare call center operations, patient experience leadership, or related revenue cycle management leadership roles.
- At least 5 years of experience managing high-volume, multisite contact centers with cross-functional leadership responsibilities.
- Demonstrated results improving patient satisfaction, implementing technology platforms, and managing large teams across remote, distributed, or global environments.
- Strong understanding of healthcare revenue cycle operations, particularly patient access and financial services.
- Familiarity with call center platforms, CRM systems, IVR solutions, AI-enabled chat, call routing, and digital self-service technologies.
- Experience with patient experience measurement tools and methodologies, including Press Ganey, CAHPS, NPS surveys, and call quality programs.
- Budgeting, forecasting, and cost-management capabilities, with proficiency in Excel, business intelligence tools, and CRM data analysis.
- Strategic planning, presentation, facilitation, and stakeholder management skills.
- Experience coaching leaders, managing organizational change, improving performance, and building accountable teams.
- A master’s degree such as an MBA, MHA, or MPH is strongly preferred.
- Experience with cash collection strategies is preferred.
Responsibilities
- Define and execute national contact center strategy across inbound and outbound calls, chat, SMS, and self-service channels.
- Establish and monitor service and performance measures, including NPS, call quality, first-call resolution, call abandonment, and Customer Effort Score.
- Collaborate with billing, accounts receivable, correspondence, provider enrollment, IT, and client success teams to improve patient access, issue resolution, and financial outcomes.
- Develop scalable workflows using IVR, CRM platforms, AI-powered chat, call routing, and digital self-service tools.
- Use dashboards, data analysis, call quality audits, and patient feedback to identify and implement improvements.
- Lead directors, managers, and supervisors overseeing distributed contact center teams.
- Oversee training and quality assurance programs for patient support teams.
- Own budget forecasting, cost management, workforce planning, and technology investment decisions.
- Develop operating partnerships with hospital clients and physician groups.
- Lead digital patient navigation initiatives, including FAQs and self-service options, and represent the organization in patient experience and access forums.
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