Director, AI-Driven Patient Support Center - Remote

Schweiger; Town of Hastings (NY); Remote; USD 122,000 - 142,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401K after 30 days

Short Term Disability

Transit pre-tax

Birthday personal holiday

Employee skincare discounts

Job summary

Schweiger is seeking a strategic leader to head the Patient Support Center for one of the country’s largest dermatology groups. You will own patient communications across voice, chat, and text, shaping the experience and culture while running an AI-heavy operation.

The role oversees a 150-person department and two BPO partners, with a focus on proactive improvements and scalable results. The position is remote in the U.S., with a compensation range of $122,000 to $142,000 annually and benefits

Qualifications

• Bachelor’s Degree required.
• 5+ years of management experience; 8+ years in contact centers.
• Experience leading at scale with multiple managers and outsourced partners.
• Experience across voice and digital channels (chat, text).
• Proven ability to build strong teams and develop managers.
• Hands-on with contact center technology, AI, and automation.
• Strong workforce planning, QA, coaching, budgeting.
• Willing to lead changes from idea to adoption.

Responsibilities

• Build the culture. Create an environment where people feel supported, take pride in their work, and know what good looks like.
• Own the patient experience. Quality, responsiveness, and consistency across voice, chat, and text.
• Deliver stay close to patients and frontline staff, challenge processes, and bring practical solutions forward.
• Lead in an AI-heavy environment. Partner with technology, analytics, and operations to improve AI and automation.
• Run a disciplined operation. Hit volume, handle time, service level, and response time targets; manage forecasting, staffing, scheduling, capacity, and budget.
• Hold partners accountable. Manage two BPO relationships with clear expectations for service, quality, productivity, staffing, training, and retention.
• Improve the full patient journey. Listen to calls, review digital interactions, and feed learnings back into coaching and fixes.
• Other duties as assigned by supervisor on an as needed basis.

Skills

management experience

contact center experience

voice & chat channels

team development

coaching & performance

AI & automation

workforce planning

budgeting basics

HIPAA compliance

Education

Bachelor's degree

Job description

Schweiger is seeking a strategic leader to head the Patient Support Center for one of the country’s largest dermatology groups. You will own patient communications across voice, chat, and text, shaping the experience and culture while running an AI-heavy operation.

The role oversees a 150-person department and two BPO partners, with a focus on proactive improvements and scalable results. The position is remote in the U.S., with a compensation range of $122,000 to $142,000 annually and benefits