JOB DESCRIPTION
The Director of Patient Customer Service Operations Support is responsible for leading the strategic and operational backbone of a high-volume, omnichannel patient contact center. This role oversees workforce management, quality assurance, training and development, performance analytics, and continuous improvement initiatives to ensure exceptional patient experiences across all channels (phone, chat, email, and digital platforms).
This leader partners cross-functionally to align operational capabilities with organizational goals, optimize efficiency, and drive measurable improvements in patient satisfaction, access, and service delivery.
JOB RESPONSIBILITIES
Strategic Leadership
- Define and execute the long-term vision for contact center support functions, aligning with enterprise patient experience and access strategies
- Serve as a key advisor to senior leadership on operational performance, capacity planning, and service delivery innovation
- Lead transformation initiatives, including technology adoption, process optimization, and omnichannel integration
Workforce Management (WFM)
- Oversee forecasting, capacity planning, scheduling, and real-time management for a high-volume contact center
- Ensure optimal staffing models to balance service levels, cost efficiency, and patient access
- Implement and refine WFM tools and methodologies to improve accuracy and responsiveness
Quality Assurance (QA)
- Establish and maintain a comprehensive QA framework to monitor and improve patient interactions
- Drive consistency in service delivery, compliance, and patient-centered communication
- Leverage QA insights to inform coaching, training, and process improvements
Training & Development
- Lead the design and execution of onboarding and continuous training programs for contact center staff and leadership
- Ensure training aligns with clinical, regulatory, and service excellence standards
- Foster a culture of continuous learning, coaching, and professional development
Performance Analytics & Reporting
- Develop and manage KPIs, dashboards, and reporting frameworks to monitor operational performance and patient experience
- Translate data into actionable insights to drive decision-making and continuous improvement
- Analyze trends in call volume, patient needs, and agent performance to inform strategy
Operational Excellence & Continuous Improvement
- Identify and implement process improvements to enhance efficiency, reduce friction, and improve patient outcomes
- Partner with IT, digital, and adjacent teams to optimize workflows and tools supporting patient interactions
- Champion Lean, Six Sigma, or similar methodologies to drive sustainable improvements
Omnichannel Contact Center Oversight
- Ensure seamless patient experiences across all engagement channels
- Optimize channel strategy to meet evolving patient preferences and access needs
- Monitor emerging trends and technologies in patient engagement and contact center operations
People Leadership
- Lead and develop a team of managers and subject matter experts across WFM, QA, training, and analytics
- Build a high-performing, inclusive culture focused on accountability, innovation, and patient-centered service
- Drive employee engagement and retention within support functions
JOB QUALIFICATIONS
Required
- 8–10+ years of experience in contact center operations, with at least 5 years in a senior leadership role
- Demonstrated experience managing workforce management, QA, training, and analytics functions
- Experience in healthcare, payer, provider, or patient services environment
- Strong analytical skills with experience leveraging data to drive operational decisions
- Proven ability to lead large-scale, high-volume, omnichannel contact center environments
Preferred
- Experience with WFM and contact center technologies (e.g., Five9, Verint)
- Lean/Six Sigma certification or equivalent process improvement experience
- Knowledge of healthcare regulations (HIPAA, compliance standards)
People Leader Responsibility
- Organizational Impact: Enterprise or multi-site impact with responsibility for core operational support functions across the contact center ecosystem
- Span of Control: Typically leads multiple managers and/or senior individual contributors; indirect influence across 200+ frontline staff depending on organizational size
- Decision-Making Authority: High degree of autonomy in setting strategy for WFM, QA, training, and analytics; contributes to enterprise-level operational planning
- Stakeholder Complexity: Regular interaction with senior leaders (VP and above), as well as cross-functional partners in Clinical, Digital, IT, Compliance, and Operations
Education
