Director, AI-Driven Patient Support Center Operations

Schweiger; New York (NY); Remote; USD 122,000 - 142,000; Full time

Benefits offered by this job

Medical benefits

HSA/FSA

401K

Dental and Vision

Short Term Disability

Transit benefits

Birthday leave

Employee discounts

Job summary

Schweiger is seeking a strategic leader to run the Patient Support Center for one of the country’s largest dermatology groups. You’ll oversee ~50k calls and 35k texts weekly with a 150-person team and two BPO partners, shaping culture and patient experience in a remote setting.

Experience in AI-enabled contact centers, coaching managers, and maintaining service levels is essential. This role offers a national remote schedule with travel as needed.

Qualifications

• Bachelor’s degree required; healthcare or patient access experience a plus.
• 5+ years of management experience; 8+ years in contact center preferred.
• Experience leading large teams with multiple managers and outsourced partners.
• Proven ability to deploy and manage contact center technology and AI.
• Strong workforce planning, QA, coaching, performance mgmt, and budgeting.

Responsibilities

• Build a culture where people feel supported and proud of their work.
• Own patient experience across voice, chat, and text; ensure consistent quality.
• Lead in an AI-heavy environment with tech and analytics partners.
• Run a disciplined operation: forecast, staffing, scheduling, budget.
• Manage two BPO relationships with clear SLAs and improvements.
• Improve the full patient journey through data-driven fixes.

Skills

Leadership

Contact center management

Cross-channel operations

AI/automation integration

Workforce planning

Quality assurance

Coaching and development

Budgeting and forecasting

Education

Bachelor’s Degree

Tools

AI & automation tools

Job description

Schweiger is seeking a strategic leader to run the Patient Support Center for one of the country’s largest dermatology groups. You’ll oversee ~50k calls and 35k texts weekly with a 150-person team and two BPO partners, shaping culture and patient experience in a remote setting.

Experience in AI-enabled contact centers, coaching managers, and maintaining service levels is essential. This role offers a national remote schedule with travel as needed.