Director of Call Center Operations

Center for Vein Restoration; Greenbelt (MD); Sur place; USD 110 000 - 125 000; Plein temps

Avantages offerts par ce poste

Bonus up to 25%

Weekday-only schedule

Résumé du poste

Center for Vein Restoration is seeking a Director of Patient Services to oversee the daily call center operations, inbound/outbound communications, and patient access initiatives. The role focuses on maximizing patient satisfaction and CVR revenues, while building a scalable, high-performing Patient Services organization.

Responsibilities include setting strategic vision, managing KPIs, and aligning cross-functional teams to optimize patient journeys with an emphasis on data-driven decisions and

Qualifications

• Demonstrated success leading organizational change and large-scale process improvements.
• Proven experience managing leaders, including managers and supervisors.
• Strong financial acumen with budgeting, forecasting, and business case evaluation.
• Experience implementing or optimizing AI-enabled technologies and contact center tools.
• Analytical, detail-oriented approach to problem solving and business growth.

Responsabilités

• Lead a culture of continuous improvement across call center operations.
• Set performance requirements for inbound and outbound call programs.
• Develop and execute the strategic vision and roadmap for Patient Services Center.
• Establish annual goals, priorities, and success metrics.
• Oversee workforce planning, forecasting, and scheduling for staffing efficiency.
• Own patient-facing communication strategies across channels (phone, SMS, email, AI tools).
• Collaborate with Operations, Sales, Marketing, Revenue Cycle, IT, and Analytics to optimize patient journeys.
• Present departmental performance and strategic initiatives to executive leadership.

Connaissances

Organizational leadership

People management

Financial acumen

AI-enabled technology experience

Operational analytics

Communication skills

EMR/CMS knowledge

Formation

Bachelor's degree

High school diploma

Outils

CRM systems

Workforce management software

EMR/CMS/PMS systems

Description du poste

Job Details

Job DetailsJob Location: Clinical Support Center - Greenbelt, MD 20770Position Type: Full TimeSalary Range: $110,000.00 - $125,000.00 Salary/yearTravel Percentage: Willingness to Travel On AssignmentCVR: Where Purpose Meets Work-Life Balance

We believe that when people feel supported, they thrive. That's why Center for Vein Restoration (CVR) has created a healthcare workplace rooted in purpose, belonging, and trust, where every team member is empowered to grow, contribute, and make a positive impact.

With a 98% patient satisfaction rating, our success is driven by the people who show up every day with talent, passion, and heart. We support work-life balance through consistent weekday-only schedules with no nights, weekends, or on-call shifts. If you're looking for a place where your work truly matters, where you'll be encouraged, respected, compensated, and celebrated, we'd love to meet you!

The Director of Patient Services is responsible for overseeing the daily call center operations of all inbound calls from new and existing patients as well as outbound calls to patients and prospects for all purposes where patient communication is needed. The Director of Patient Services leads the process of maximizing patient satisfaction and CVR revenues, as well as maximizing patient retention. The Director serves as the operational owner of all call center systems and patient-facing communication workflows, including change governance for those systems. This role serves as the strategic leader for patient access, balancing exceptional patient experience, operational efficiency, technology innovation, physician support, and revenue growth while building a scalable, high-performing Patient Services organization.

Duties and Responsibilities:

• Leads a culture of continuous improvement by identifying operational inefficiencies, simplifying workflows, standardizing best practices, and implementing scalable solutions that improve patient access, employee productivity, and organizational performance
• Works closely with senior management to set and meet specific performance requirements for each of the inbound and outbound call programs
• Develops and executes the strategic vision and long-term roadmap for the Patient Services Center, ensuring alignment with organizational growth objectives and patient access initiatives.
• Establishes annual departmental goals, operational priorities, and success metrics that support company performance and objectives
• Manages daily operations to meet or exceed expected KPIs to ensure performance metrics are met. Runs weekly KPI reviews directly with senior management. If performance metrics are not being met, provides the necessary action plans and timelines for performance improvement
• Oversees workforce planning, forecasting, capacity management, and scheduling to optimize staffing levels while maintaining service level expectations and operational efficiency
• Maintains updated knowledge of all PSC performance requirements as well as company policies, procedures and adheres to the company mission and vision
• Owns operational initiatives end-to-end including planning, execution, and post-implementation verification
• Owns the strategy, governance, and continuous optimization of all patient-facing communication channels, including phone, SMS, email, AI assistants, IVA platforms, chat, and future digital engagement tools. Maintains oversight of communication workflows, routing logic, system configuration, and change governance to ensure operational excellence and an exceptional patient experience
• Evaluates training needs to ensure that all team members maintain current knowledge of multiple programs to deliver excellent customer service to patients
• Partners cross-functionally with Operations, Sales, Marketing, Revenue Cycle, Clinical Operations, IT, Training, and Analytics to optimize end-to-end patient journeys and remove barriers to patient access
• Uses operational analytics to identify trends, root causes, and opportunities, translating data into actionable strategies that improve conversion, patient satisfaction, operational efficiency, and revenue performance
• Serves as the leader for Patient Services by presenting departmental performance, strategic initiatives, operational risks, and recommendations to executive leadership
• Develops, defines and instills a culture that is motivating through reward and recognition

Salary Range: $110,000-$125,000

Bonus: Up to 25%

Schedule: 4 days/week in office , 1 day remote

QualificationsQualifications:

• Demonstrated success leading organizational change, operational transformation, and large-scale process improvement initiatives
• Proven experience managing leaders, including managers and supervisors, while building high-performing teams
• Strong financial acumen with experience managing departmental budgets, forecasting labor needs, and evaluating business cases for operational investments
• Experience implementing or optimizing AI-enabled technologies, automation platforms, CRM systems, workforce management software, or contact center technologies
• Demonstrated ability to analyze operational data, identify trends, and make strategic decisions that improve patient access, conversion, and overall business performance
• The ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team members
• Familiarity with contact center software and related KPI's that drive productivity and performance
• Exceptional communication and organization skills include the ability and skills to present to the executive and board level members. Also includes the ability to translate operational needs into technical requirements for IT and analytics teams.
• Proficiency with at least one EMR or CMS/PMS system preferred
• Analytical, detail-oriented approach to problem solving and business growth
• Flexibility and adaptability as it relates to schedules, responsibilities and priorities
• Experience in physician medical practices preferred

Minimum Requirements:

• High school diploma or equivalent required
• Bachelor's degree preferred
• Four years of call center supervisory or management experience, including experience at the director or senior manager level
• Minimum of three years leading managers, supervisors, or other people leaders
• Experience overseeing both inbound and outbound contact center operations
• Demonstrated experience managing workforce planning, forecasting, and operational performance in a high-volume environment
• Healthcare, physician practice, ambulatory care, or multi-site healthcare operations experience preferred
• Proven history of improving operational performance through process improvement, technology adoption, and data-driven decision making