Director, Contact Center Operations & AI Transformation

Medical Service Company; Cleveland (OH); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Pay

HSA Account w/Company Contribution

Pet Insurance

Life and AD&D insurance

Disability insurance

Tuition Reimbursement Program

Employee Assistance Program (EAP)

Employee Referral Bonus Program

Social Recognition Program

Employee Engagement Opportunities

CALM App

401k / Roth IRA

Company Discounts

Payactiv/On-Demand Pay

Paid vacation, Sick Days, YOU Days and

Holidays

Job summary

Medical Service Company seeks a Director of Contact Center Operations to lead all revenue cycle contact center activities, ensuring standardized workflows and exceptional patient service across channels. The role focuses on leveraging AI, virtual agents, and automation to improve responsiveness and efficiency.

You will partner with IT, Revenue Cycle, Clinical, Quality, Compliance, and HR to align center operations with regulatory requirements, HIPAA, and organizational goals while building

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Leadership experience

Customer service

Process standardization

AI & automation

Data analytics

Cross-functional collaboration

Education

Undergraduate Degree in Business Administration

Job description

Medical Service Company seeks a Director of Contact Center Operations to lead all revenue cycle contact center activities, ensuring standardized workflows and exceptional patient service across channels. The role focuses on leveraging AI, virtual agents, and automation to improve responsiveness and efficiency.

You will partner with IT, Revenue Cycle, Clinical, Quality, Compliance, and HR to align center operations with regulatory requirements, HIPAA, and organizational goals while building