Senior Director of Contact Center

Job Summary

Leading the strategic direction and operational efficiency of the contact center, the full-time Senior Director of Contact Center will ensure exceptional patient experiences while aligning operations with revenue cycle management goals in a remote environment.

Key responsibilities

• Provide visionary leadership for national contact center strategy focused on patient experience across multiple communication channels
• Drive strategic alignment with enterprise KPIs and patient experience metrics, ensuring effective support for patients
• Build and lead a high-performing leadership team to oversee contact center operations and implement continuous improvement strategies

Required qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Communications, or related field required; Master's degree preferred
• 10+ years of experience in healthcare call center operations or patient experience leadership
• 5+ years managing multi-site, high-volume contact centers with cross-functional responsibilities
• Demonstrated success in improving patient satisfaction and implementing new technology platforms
• Strong financial and operational acumen, including budget planning and forecasting