About the company
The position is listed on behalf of a partner company managing applications and next steps. The partner is looking for a Senior Director, Contact Center based in the United States to provide strategic leadership for a large-scale healthcare contact center.
Responsibilities
- Define and execute a comprehensive strategy for consistent, high-quality patient support across inbound and outbound calls, chat, SMS, and self-service channels
- Establish and monitor KPIs including Net Promoter Score (NPS), call quality, first-call resolution, call abandonment rate, 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 processes leveraging IVR, CRM platforms, AI-powered chat, call routing, and digital self-service tools
- Use operational dashboards, data analysis, call quality audits, and patient feedback to identify improvement opportunities
- Lead directors, managers, and supervisors responsible for large, distributed contact center teams
- Oversee training programs for technical expertise, communication, empathy, conflict de-escalation, and patient advocacy
- Own budget forecasting, cost management, workforce planning, and technology investment decisions
- Work with hospital clients and physician groups to tailor contact center operating models
- Lead initiatives to reduce avoidable call volume through FAQs, self-service options, and digital navigation
Requirements
- Bachelor's degree in Business Administration, Healthcare Administration, Communications, or a related field required; MBA, MHA, or MPH strongly preferred
- 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
- Proven track record of 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; experience with cash collection strategies preferred
- 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
- Strong budgeting, forecasting, and cost-management capabilities, with proficiency in Excel, business intelligence tools, and CRM data analysis
- Excellent strategic planning, presentation, facilitation, and stakeholder management skills
- Experience coaching leaders, managing organizational change, and building accountable, high-performing teams
Conditions
- Benefits were not specified in the provided job description