Director - Patient Support Center Operations

Schweiger; Town of Hastings (NY); Remote; USD 122,000 - 142,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401K after 30 days

Short Term Disability

Transit pre-tax

Birthday personal holiday

Employee skincare discounts

Job summary

Schweiger is seeking a strategic leader to head the Patient Support Center for one of the country’s largest dermatology groups. You will own patient communications across voice, chat, and text, shaping the experience and culture while running an AI-heavy operation.

The role oversees a 150-person department and two BPO partners, with a focus on proactive improvements and scalable results. The position is remote in the U.S., with a compensation range of $122,000 to $142,000 annually and benefits

Qualifications

• Bachelor’s Degree required.
• 5+ years of management experience; 8+ years in contact centers.
• Experience leading at scale with multiple managers and outsourced partners.
• Experience across voice and digital channels (chat, text).
• Proven ability to build strong teams and develop managers.
• Hands-on with contact center technology, AI, and automation.
• Strong workforce planning, QA, coaching, budgeting.
• Willing to lead changes from idea to adoption.

Responsibilities

• Build the culture. Create an environment where people feel supported, take pride in their work, and know what good looks like.
• Own the patient experience. Quality, responsiveness, and consistency across voice, chat, and text.
• Deliver stay close to patients and frontline staff, challenge processes, and bring practical solutions forward.
• Lead in an AI-heavy environment. Partner with technology, analytics, and operations to improve AI and automation.
• Run a disciplined operation. Hit volume, handle time, service level, and response time targets; manage forecasting, staffing, scheduling, capacity, and budget.
• Hold partners accountable. Manage two BPO relationships with clear expectations for service, quality, productivity, staffing, training, and retention.
• Improve the full patient journey. Listen to calls, review digital interactions, and feed learnings back into coaching and fixes.
• Other duties as assigned by supervisor on an as needed basis.

Skills

management experience

contact center experience

voice & chat channels

team development

coaching & performance

AI & automation

workforce planning

budgeting basics

HIPAA compliance

Education

Bachelor's degree

Job description

Schweiger is one of the leading dermatology practices in the country with over 580+ healthcare providers and over 170+ offices in New York, New Jersey, Pennsylvania, Connecticut, Florida, Illinois, Missouri, Minnesota, and California. Schweiger provides medical, cosmetic, and surgical dermatology and allergy services with over 2.5 million patient visits annually.

Our mission is to create the Ultimate Patient Experience and a great working environment for our providers, support staff and all team members.

Schweiger has been included in the Inc. 5000 Fastest Growing Private Companies in America list for seven consecutive years. Schweiger has also received Great Place to Work certification.

Schweiger's Ultimate Employee Experience

• Positive work environment with the tools you need to do your job and grow
• Full time employees (30+ hours per week) are eligible for:
  • Medical (Virtual Care included), HSA/FSA, Dental, Vision on 1st of the month after hire date
  • 401K after 30 days of employment
  • Company Sponsored Short Term Disability (Only applicable for non-California employee)
  • Pre-tax savings available for public transit commuters
  • Your birthday is an additional personal holiday
• Part-time employees (less than 30 hours) are eligible for:
  • Dental and Vision on 1st of the month after date of hire
  • 401K after 30 days of employment
• Employee discounts on Schweiger skin care products & cosmetic services

Job Summary

Lead the Patient Support Center for one of the country's largest dermatology groups — roughly 50,000 calls and 35,000 texts a week, a 150-person department, two BPO partners, and an operation where AI voice agents and automated quality monitoring are already live, not on a roadmap. We're looking for a culture builder who sees what could work better and has the drive to make it happen.

We're looking for a strategic, inventive leader to run our Patient Support Center and shape where it goes next. You'll own patient communication across voice, chat, and text — the experience patients get, the culture the team works in, and how efficiently the whole operation runs.

What makes this job different is how much technology is already in the mix. AI voice agents handle patient calls today. Automated quality monitoring reviews interactions at a scale no QA team could. Self-service and automation keep expanding. None of this is a roadmap slide — it's live, it's changing, and the Director helps deliver what comes next.

Job Responsibilities

• Build the culture. Create an environment where people feel supported, take pride in their work, and know what good looks like. Develop managers who coach consistently, recognize strong work, address performance honestly, and grow their teams. Hold the same bar across our BPO partners so patients get one consistent experience.
• Own the patient experience. Quality, responsiveness, and consistency across voice, chat, and text. Empathetic support, accurate information, real resolution. Work with the Experience Supervisor to turn patient feedback and service failures into fixes that stick.
• Deliver Stay close to patients and frontline staff, challenge processes that are harder than they need to be, and bring practical solutions forward. Then set owners and timelines, test, learn, and scale what works — without letting daily performance slip.
• Lead in an AI-heavy environment. Partner with technology, analytics, and operations to improve AI and automation across the operation. Help your team work confidently as the tools change, and measure honestly whether each change actually improved patient experience, employee workload, productivity, or cost.
• Run a disciplined operation. Hit volume, handle time, service level, and response time targets alongside experience and quality goals. Own forecasting, staffing, scheduling, capacity, and budget. Anticipate how shifts in demand and technology change what the department needs.
• Hold partners accountable. Manage two BPO relationships with clear expectations for service, quality, productivity, staffing, training, and retention. Build good relationships, address gaps directly, make improvements stick.
• Improve the full patient journey. Listen to calls, review digital interactions, use our channels yourself. Partner with clinics and support teams on scheduling accuracy, handoffs, escalations, and follow-up. Feed what you learn back into coaching and root-cause fixes.
• Other duties as assigned by supervisor on an as needed basis.

Qualifications

• Bachelor’s Degree required.
• 5+ years of management experience required, 8+ years contact center experience required.
• Contact center leadership at comparable scale and complexity — a large team led through multiple managers, plus outsourced partners.
• Experience across both voice and digital channels (chat, text, or messaging).
• A track record of building strong team cultures and developing managers who can lead on their own.
• Hands‑on involvement deploying and managing contact center technology, especially AI and automation. You don't need to be technical; you do need to be comfortable and curious.
• Real command of workforce planning, quality assurance, coaching, performance management, and budgeting.
• Changes you personally lead from idea through adoption to measurable, sustained results.
• Healthcare or patient access experience is a plus, not a requirement. We'll teach you dermatology.
• Working knowledge of HIPAA & OSHA compliance

Travel

While primarily a remote position, there could be events or business needs that require employee to attend in-person team meetings.

Compensation Range: $122,000-$142,000

This remote position is open to candidates located in the following states: New York, New Jersey, Pennsylvania, Connecticut, Florida, Illinois, Missouri, Minnesota, and California.

Schweiger, is an equal opportunity employer and does not discriminate in its hiring process with applicants, whether internal or external, because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender identity, disability, genetic information, veteran status, military status, application for military service or any other class per local, state or federal law.

Schweiger does not require vaccination for COVID-19 in order to be considered for employment; however, some state guidelines may require that we keep record of your vaccination status on file.