Senior Director, Contact Center

Jobgether; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote work nationwide

Discretionary incentive program

Competitive compensation

Referral bonus opportunity

Job summary

Jobgether is seeking a Senior Director, Contact Center in the United States to lead a large-scale healthcare contact center focused on patient experience. The role oversees national operations, service quality, workforce performance, and technology adoption within a revenue cycle management context.

The candidate will drive improvements in patient satisfaction, first-call resolution, and financial performance, directing a multilevel management team across multiple locations and virtual

Qualifications

• Bachelor's degree in a related field required or equivalent experience.
• Master's degree preferred (MBA/MHA/MPH).
• 10+ years in healthcare call center operations or revenue cycle leadership.

Responsibilities

• Define nationwide contact center strategy across channels.
• Drive KPIs: NPS, call quality, first-call resolution.
• Collaborate with billing, IT, and client success to improve access and outcomes.
• Oversee scalable processes for IVR, CRM, AI chat, and self-service tools.
• Lead and develop senior and mid-level managers across locations.
• Manage budgets, forecasting, and workforce planning with a focus on efficiency and patient access.
• Develop partnerships with hospital clients and physician groups.
• Reduce avoidable call volume through digital navigation and FAQs.
• Represent the organization in patient experience and industry forums.

Skills

Executive leadership

Cross-functional leadership

Patient experience

Budgeting

Forecasting

CRM analytics

Data analysis

Leadership coaching

Stakeholder management

Strategic planning

Education

Bachelor's degree

MBA/MHA/MPH preferred

Tools

CRM systems

IVR

AI-enabled chat

Data dashboards

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Director, Contact Center based in the United States. The Senior Director, Contact Center will provide strategic leadership for a large-scale healthcare contact center focused on delivering an exceptional patient experience. This executive-level role oversees national operations, service quality, workforce performance, and technology adoption within a healthcare revenue cycle management environment. The successful candidate will drive measurable improvements in patient satisfaction, first-call resolution, operational efficiency, and financial performance. Working closely with cross-functional leaders, hospital clients, and physician groups, they will develop scalable, patient-centered service models aligned with enterprise priorities. They will also lead and develop a multilevel management team supporting hundreds of contact center agents across multiple locations and virtual environments. This opportunity is ideal for a seasoned healthcare operations leader who combines strategic vision, financial acumen, digital innovation, and a strong commitment to empathetic, equitable patient support.

Accountabilities

• Lead national contact center strategy: Define and execute a comprehensive strategy that delivers consistent, high-quality patient support across inbound and outbound calls, chat, SMS, and self-service channels.
• Drive performance and service excellence: Establish and monitor key performance indicators, including Net Promoter Score (NPS), call quality, first-call resolution, call abandonment rate, and Customer Effort Score.
• Align operations with revenue cycle objectives: Collaborate with billing, accounts receivable, correspondence, provider enrollment, IT, and client success teams to improve patient access, issue resolution, and financial outcomes.
• Optimize technology and workflows: Develop scalable processes that leverage interactive voice response (IVR), customer relationship management (CRM) platforms, AI-powered chat, call routing, and digital self-service tools.
• Champion continuous improvement: Use operational dashboards, data analysis, call quality audits, and patient feedback to identify improvement opportunities and implement measurable changes.
• Build and develop leadership teams: Lead directors, managers, and supervisors responsible for large, distributed contact center teams. Establish a culture of accountability, coaching, engagement, inclusion, and professional development.
• Strengthen training and quality assurance: Oversee training programs that develop technical expertise, clear communication, empathy, conflict de-escalation, and effective patient advocacy.
• Manage financial and workforce performance: Own budget forecasting, cost management, workforce planning, and technology investment decisions in alignment with long-term business and patient access priorities.
• Develop strategic client partnerships: Work with hospital clients and physician groups to understand their needs and tailor contact center operating models to their service expectations.
• Improve digital patient navigation: Lead initiatives that reduce avoidable call volume through FAQs, self-service options, and digital navigation while maintaining accessible support for vulnerable populations.
• Represent the organization externally: Participate in patient experience and access forums at local, regional, and national levels, helping advance service excellence and industry best practices.
• Support financial performance: Apply knowledge of healthcare cash collection strategies to help align patient service operations with revenue cycle goals.

Requirements

• Education: Bachelor’s degree in Business Administration, Healthcare Administration, Communications, or a related field is required. A master’s degree, such as an MBA, MHA, or MPH, is strongly preferred.
• Relevant experience: At least 10 years of experience in healthcare call center operations, patient experience leadership, or related revenue cycle management leadership roles.
• Large-scale operational leadership: At least 5 years of experience managing high-volume, multisite contact centers with cross-functional leadership responsibilities.
• Demonstrated results: A proven track record of improving patient satisfaction, implementing technology platforms, and managing large teams across remote, distributed, or global environments.
• Healthcare revenue cycle expertise: Strong understanding of healthcare revenue cycle operations, particularly patient access and financial services. Experience with cash collection strategies is preferred.
• Contact center technology knowledge: Familiarity with call center platforms, CRM systems, IVR solutions, AI-enabled chat, call routing, and digital self-service technologies.
• Patient experience expertise: Experience with patient experience measurement tools and methodologies, including Press Ganey, CAHPS, NPS surveys, and call quality programs.
• Financial and analytical skills: Strong budgeting, forecasting, and cost-management capabilities, with proficiency in Excel, business intelligence tools, and CRM data analysis.
• Executive leadership and communication: Excellent strategic planning, presentation, facilitation, and stakeholder management skills, with the ability to influence decision-makers across organizational levels.
• People development and change management: Experience coaching leaders, managing organizational change, improving performance, and building accountable, high-performing teams.
• Patient-centered leadership: Ability to balance operational efficiency with empathy, clear communication, cultural competence, equity, and inclusive leadership.
• Adaptability: Comfort operating in a dynamic, high-growth, or transformation-focused environment and managing complex cross-functional initiatives.

Benefits

• Remote work: Nationwide remote opportunity within the United States.
• Performance-based incentive: Eligibility for a discretionary incentive bonus, subject to applicable company policies.
• Competitive compensation: Base salary determined by factors including geographic location, skills, experience, qualifications, and other job-related considerations.
• Rewards and recognition: Eligibility for a performance-based incentive program recognizing contributions and results.
• Referral bonus opportunity: Potential to earn a referral bonus by referring qualified candidates, subject to applicable program terms.