Director of Call Center Operations

Job Summary

To scale centralized call center and patient access operations for a multi-state dermatology network, the full-time salaried Director of Call Center Operations will oversee high-volume remote call center activities, manage daily operations, and ensure compliance with healthcare regulations.

Key responsibilities

• Oversee daily call center operations to ensure efficiency and patient flow
• Define and manage service level agreements (SLAs), key performance indicators (KPIs), and quality assurance (QA) standards
• Build and lead a high-performing remote call center team, focusing on recruitment, training, and performance management

Required qualifications

• Bachelor's degree in healthcare administration, business, or related field; Master's preferred
• Minimum 8 years of experience in a healthcare leadership role required
• Experience in dermatology or specialty practice management strongly preferred
• Proficiency in call center platforms and CRM systems
• Knowledge of HIPAA, OSHA, and healthcare operations