Director, Contact Center Operations

Medical Service Company; Cleveland (OH); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

HSA Account w/Company Contribution

Pet Insurance

Life and AD&D insurance

Disability (Short/Long-term)

Tuition Reimbursement

EAP

Referral Bonus Program

Social/Employee Recognition

CALM App

401k matching / Roth IRA

Company Discounts

Payactiv/On-Demand Pay

Paid vacation, Sick Days, MentalHealth

Holidays

Job summary

Medical Service Company in Cleveland seeks a Director, Contact Center Operations to lead revenue cycle contact center functions, drive standardization, and elevate patient experience. The role focuses on implementing AI, virtual agents, and analytics to improve responsiveness, scalability, and compliance across channels.

Ideal candidates will bring extensive leadership experience in contact centers, with a proven track record in process improvement and data-driven decision making.

Qualifications

• Five or more years of progressive leadership experience in contact center operations.
• Experience leading large, multi-team contact center environments.
• Strong background in process standardization and performance management.
• Experience leveraging automation, virtual agents, or AI to drive efficiency.
• Data-driven leader with strong analytical and communication skills.

Responsibilities

• Provide end-to-end leadership for all MSC revenue cycle contact center operations.
• Establish and maintain standardized workflows, policies, and procedures.
• Drive best-in-class customer service and continuous improvement in patient experience.

Skills

Leadership experience

Contact center operations

Process standardization

AI/Automation

Analytical thinking

Communication skills

Education

Undergraduate Degree in Business Administration

Tools

Microsoft Office

Call analytics tools

Job description

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).

MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!

MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.

In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!

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!

• Competitive Pay
• HSA Account w/Company Contribution
• Pet Insurance
• Company provided Life and AD&D insurance
• Short-Term and Long-Term Disability
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Social Recognition Program
• Employee Engagement Opportunities
• CALM App
• 401k (with a matching program) / Roth IRA
• Company Discounts
• Payactiv/On-Demand Pay
• Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

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:

• 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.
• 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.

Experience/Knowledge/Skills/Physical Requirements:

• Minimum of five (5) years of progressive leadership experience in contact center operations.
• Demonstrated success leading large, multi-team contact center environments.
• Strong background in process standardization, performance management, and operational transformation.
• Experience leveraging technology, automation, virtual agents, or AI to drive efficiency and improve customer experience.
• Data-driven leader with strong analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills with a customer-first mindset.
• Proficiency in contact center technologies, reporting tools, and Microsoft Office.
• Strategic thinker with the ability to translate vision into execution.
• Comfortable leading change and driving adoption of new tools and ways of working.
• Collaborative partner who builds strong cross-functional relationships.