Remote Lead, Patient & Provider Service Operations

CenterWell; United States; Remote; USD 104,000 - 143,000; Full time

Job summary

CenterWell is seeking an Associate Director of Service Operations to build and lead patient and provider service for the pharmacy hub. You will own inbound/outbound channels, ensure quality and timely interactions, and partner across operations, clinical, IT, and vendor teams to deliver a differentiated, compliant experience.

The role emphasizes omnichannel leadership, workforce discipline, and data-driven decision making to balance patient experience, client commitments, and cost to serve.

Qualifications

• Bachelor’s degree or equivalent progressive experience in healthcare operations.
• 5+ years of people leadership experience, including leadership of leaders or large multi-channel teams.
• Experience managing contact center KPIs, workforce management, quality, coaching, escalations, complaints, and service recovery.
• Experience launching or transforming a contact center, patient support program, or omnichannel operation.
• Strong knowledge of regulated healthcare interactions, privacy, and operational controls.
• Strong executive communication, cross-functional influence, and data-driven decision-making.
• undefined

Responsibilities

• Launch service model, including channels, hours, staffing, and service standards.
• Lead patient and provider support across voice and digital channels with program education.
• Own service level metrics, speed to answer, and first-contact resolution.
• Implement real-time operating routines and escalation plans.
• Collaborate with product, technology, and client teams on IVR, CRM, and automation.
• Provide executive-level reporting on readiness, performance, and risks.

Skills

People leadership

KPI management

Omnichannel service

Healthcare operations

Executive communication

Data-driven decisions

Education

Bachelor's degree

Tools

IVR

CRM

Telephony

AI tools

Job description

CenterWell is seeking an Associate Director of Service Operations to build and lead patient and provider service for the pharmacy hub. You will own inbound/outbound channels, ensure quality and timely interactions, and partner across operations, clinical, IT, and vendor teams to deliver a differentiated, compliant experience.

The role emphasizes omnichannel leadership, workforce discipline, and data-driven decision making to balance patient experience, client commitments, and cost to serve.