Director, Client Servicing and Operations

Swooped; United States; Remote; USD 172,000 - 225,000; Full time

Job summary

A leading healthcare technology firm is seeking a Director of Client Servicing and Operations to lead contact center teams and manage vendor partnerships. This role focuses on enhancing patient experience through data-driven strategies and innovative solutions, contributing to a mission of making healthcare more accessible and affordable.

Benefits

Unlimited PTO

16 weeks paid parental leave

Flexible work arrangements

Diversity initiatives

401(k) matching

Qualifications

• Experience in vendor management and scaling outsourced contact center services.
• Strong client communication skills and leadership experience.

Responsibilities

• Manage operations for vendor partners and ensure SLA attainment.
• Lead servicing teams and improve patient experience.

Skills

Leadership

Problem-Solving

Client Communication

Vendor Management

Data Analysis

Job description

Director, Client Servicing and Operations

1 day ago Be among the first 25 applicants

The company, founded in 2016 after a negative medical billing experience, aims to improve the U.S. healthcare system by addressing billing and patient experience challenges. It has grown into a leading healthcare technology firm, raising over $350 million with backing from Thrive and Andreessen Horowitz (a16z). As of November 2024, it serves 30 million patients annually and is on track to process $3.5 billion in payments. Partnering with over 55 major healthcare organizations, the company’s mission is to use data science and personalized technology to make healthcare more affordable and accessible, countering the financial burden many Americans face from medical costs.

About The Role

Our client is seeking an experienced contact center professional to lead its servicing function, including leading its contact center teams and owning and scaling operations with vendor servicing partners. This is an exciting opportunity to help shape servicing and enable AI-based innovation at a high-growth company. The Director, Services will report to the VP, Implementation and Services.

Responsibilities

This individual will be a strong and motivational people leader capable of independently leading the servicing teams and vendor partnerships.

The servicing function at the company includes:

• Managing operations for a growing portfolio of vendor partners, ensuring SLA attainment, and serving as the face of the Servicing teams.
• Identifying patient call trends and collaborating across teams to develop and improve the patient experience.
• Handling inbound calls, chats, and emails.
• Managing the return mail process on behalf of clients.
• Documenting and training on processes and policies.
• Coaching and managing capacity and performance for a team of approximately 100 individuals, including quality assurance, training, and patient advocates.
• Owning overall functional performance, using data-driven approaches to scale operations, improve efficiency, and enhance customer references.

Required Skills & Experience

• Experience in vendor management, scaling high-quality outsourced contact center services that delight customers, preferably with international partners.
• Strong client communication skills at all organizational levels.
• Leadership experience in contact centers, including team management, client relations, and familiarity with contact center software.
• Proven ability to lead process improvements, implement best practices, and drive strategic initiatives to enhance patient and client experiences.
• Skill in developing vendor servicing strategies to meet financial and operational targets through negotiations and data analysis.
• Ability to identify trends and opportunities, supporting investments that foster continuous improvement and customer satisfaction.
• Passion for team development and supporting managers.
• Healthcare experience is a plus but not required.
• Strong problem-solving skills and persistence to resolve issues.

Compensation Range and Benefits

• Salary/Hourly Rate Range: $172,100 - $225,000
• Equity eligibility
• Competitive benefits and wellness package

What the company offers to the ideal candidate

• An opportunity to improve the U.S. healthcare system at a rapidly scaling company helping millions annually.
• Flexible work arrangements, including remote options.
• Unlimited PTO for vacation, sick, and mental health days, with a recommended minimum of 20 days per year.
• 16 weeks paid parental leave with health benefits, plus flexible re-entry schedules.
• Diversity initiatives and employee resource groups supporting BIPOC, LGBTQIA+, and female employees.
• Competitive pay, equity (for qualifying roles), and health benefits starting from your first month.
• Company matching of 100% of 401(k) contributions up to 3% of annual salary.
• Access to mentorship, coaching, and professional development resources.

Note:

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