Undergraduate degree, preferably in Business Administration.
Five years of progressive leadership experience in contact center operations.
Proven success in managing large, multi-team environments.
Expertise in process standardization and operational transformation.
Experience with technology and AI to enhance customer experience.
Strong analytical and problem-solving skills.
Excellent communication skills with a focus on customer service.
Responsibilities
Provide leadership for all revenue cycle contact center operations.
Establish standardized workflows and procedures for consistency and quality.
Monitor performance and drive continuous improvement in patient experience.
Lead standardization of contact center processes and scripting.
Identify inefficiencies and implement sustainable solutions.
Own strategy and execution of customer service in contact centers.
Drive technology adoption, including AI and automation, to enhance service.
Benefits
Flexible hybrid work arrangement with remote days.
Opportunities for professional development and growth.
Health and wellness benefits.
Comprehensive training and onboarding programs.
Supportive and innovative work culture.
Full Job Description
We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!
The Director, Contact Center Operations leads all contact center functions at Medical Service Company, driving standardization, best-in-class customer service, and operational efficiency. This role ensures a consistent, high-quality patient experience across all contact channels by leveraging data, technology, and innovation. The leader will advance the use of virtual voice agents, AI, and automation to improve responsiveness, reduce manual work, and scale operations effectively.
Responsibilities and Duties:
Contact Center Leadership & Oversight
Provide end-to-end leadership for all Medical Service Company revenue cycle contact center operations, ensuring consistent execution across teams.
Establish and maintain standardized workflows, policies, and procedures to drive consistency, quality, and scalability.
Ensure delivery of best-in-class customer service by setting clear service standards, monitoring performance, and driving continuous improvement in patient experience.
Standardization & Process Excellence
Lead enterprise-wide standardization of contact center processes, scripting, escalation paths, and performance expectations.
Identify variation, inefficiencies, and breakdowns in workflows; drive root-cause analysis and sustainable solutions.
Partner cross-functionally (IT, Revenue Cycle, Clinical, Quality, Compliance, HR) to align contact center processes with organizational goals and regulatory requirements.
Customer Experience & Quality
Own customer service strategy and execution in relation to contact centers, ensuring interactions are empathetic, compliant, efficient, and solution-oriented.
Oversee scripting standards and tools to ensure accuracy, compliance (HIPAA), and consistency across all contact channels.
Leverage quality monitoring, coaching, and feedback loops to continuously elevate team member performance and patient satisfaction.
Technology, Virtual Agents & AI Enablement
Drive adoption and optimization of virtual voice agents, AI, and automation to improve access, reduce handle time, and increase self-service.
Partner with technology teams to identify opportunities where AI and digital tools can eliminate manual work, reduce errors, and enhance the customer journey.
Use data and insights from AI tools, call analytics, and reporting to inform staffing models, process improvements, and strategic decisions.
Performance Management & Analytics
Establish and manage KPIs across productivity, quality, service levels, and customer satisfaction.
Analyze trends and performance data to proactively address risks, identify opportunities, and guide operational strategy.
Ensure leaders and teams are held accountable to performance standards through clear expectations, coaching, and development plans.
People Leadership & Development
Build, mentor, and develop high-performing leadership teams with a focus on accountability, engagement, and growth.
Ensure consistent training, onboarding, and ongoing development aligned to standardized processes and service expectations.
Foster a culture of innovation, continuous improvement, and customer-centric thinking.
Compliance & Governance
Ensure contact center operations comply with payer requirements, billing procedures, and all federal, state, and local regulations.
Maintain strict adherence to HIPAA and patient confidentiality standards.
Stay informed of regulatory and policy changes and proactively adjust operations as needed.
Qualifications:
Education: Undergraduate Degree, Business Administration preferred.
