Director, Healthcare Call Center Operations

Platinum Dermatology Partners Llc; Dallas (TX); Presencial; USD 140 000 - 190 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, Dental, and Vision insurance

Short-term/Long-term disability

Life and other voluntary plans

401(k) plan

Paid Time-Off

Company-Paid Holiday

Resumo da oferta

Platinum Dermatology Partners Llc is seeking a Director of Call Center Operations to lead centralized call center operations across dermatology practices in the United States. The role oversees staffing, training, quality assurance, and process improvement, partnering with clinical and technology teams to optimize patient service and efficiency.

The ideal candidate has 7+ years of healthcare call center leadership, deep Zoom Contact Center expertise, and a proven ability to implement AI-driven

Qualificações

• Minimum of 7 years of experience managing call center.
• Healthcare call center leadership experience.
• Experience managing Zoom Contact Center in an enterprise environment.
• Experience with Zoom Phone and central operations.
• Experience leading high-volume, multi-site call center operations.
• Strong analytical skills and the ability to translate operational data into measurable improvements.
• Knowledge of scheduling workflows and patient privacy requirements.

Responsabilidades

• Lead daily operations across multiple call center teams supporting a geographically distributed healthcare organization.
• Manage call center managers, supervisors, and staff, establishing clear accountability and performance expectations.
• Develop staffing plans, schedules, and workforce management practices aligned with call volume and service goals.
• Establish consistent workflows for appointment scheduling, rescheduling, cancellations, patient inquiries, and escalation to clinical teams.
• Build a service culture centered on patient experience, accuracy, responsiveness, and continuous improvement.
• Serve as operational owner of Zoom Contact Center and integrate Zoom Phone workflows.

Conhecimentos

Call center leadership

Zoom Contact Center

Zoom Phone

Healthcare experience

Workforce planning

Performance analytics

Formação académica

Bachelor's degree

Healthcare Administration

Operations Management

MBA/MHA preferred

Descrição da oferta de emprego

Platinum Dermatology Partners Llc is seeking a Director of Call Center Operations to lead centralized call center operations across dermatology practices in the United States. The role oversees staffing, training, quality assurance, and process improvement, partnering with clinical and technology teams to optimize patient service and efficiency.

The ideal candidate has 7+ years of healthcare call center leadership, deep Zoom Contact Center expertise, and a proven ability to implement AI-driven