Director of Patient Support Operations

Job Summary

To lead the Patient Support Center for a prominent dermatology group, the full-time remote Director of Patient Support Operations will oversee a 150-person department, manage patient communication across various channels, and drive improvements in technology and team culture.

Key responsibilities

• Build and foster a supportive team culture while developing management capabilities across the department and BPO partners
• Own and enhance the patient experience by ensuring quality and consistency in communication through voice, chat, and text
• Manage operational performance, including forecasting, staffing, and budget, while implementing technology improvements to enhance service delivery

Required qualifications

• Bachelor's Degree required
• 5+ years of management experience and 8+ years of contact center experience required
• Demonstrated contact center leadership experience with large teams and outsourced partners
• Experience in both voice and digital communication channels
• Familiarity with workforce planning, quality assurance, and performance management