Senior Director, Contact Center & Patient Experience

Ivi-America; Bernards Township (NJ); On-site; USD 170,000 - 230,000; Full time

Job summary

Ivi-America in New Jersey is seeking a Senior Director, Contact Center to lead strategy, people, processes, and capacity for high-quality patient experience at scale. You will own the contact center operations across outreach, analytics, QA, and training in a highly cross-functional role.

The ideal candidate brings 8+ years in contact center or healthcare operations, strong leadership, and a data-driven mindset to drive performance and continuous improvement.

Qualifications

• 8+ years in call center, customer service, or patient access operations.
• Proven success building or transforming a support operation, including process design, tool selection, and performance optimization.
• Strong data-driven mindset; comfortable managing to metrics and dashboards.
• Excellent leadership, communication, and remote-team management skills.
• Knowledge of HIPAA compliance and patient privacy standards.

Responsibilities

• Own the contact center operating model, ensuring patient-facing operations function as a coordinated system across outreach, contact centers, quality, training, and analytics.
• Establish operating cadences (weekly, monthly, quarterly) driving accountability and visibility across Care Experience leadership.
• Lead performance management across contact center operations, including forecasting, KPI monitoring, and mitigation planning.
• Oversee end-to-end workflows across care experience contact center, quality, talent development, and performance management.
• Define and enforce decision rights, handoffs, SLAs, and escalation paths across teams.
• Ensure effective agent performance management systems via QA, training, and frontline leadership.
• Act as strategic partner to COO, supporting SLT planning and exec communications.
• Build and lead a high-performing hybrid call center serving multiple sites.
• Develop and refine SOPs to ensure consistency and compliance.
• Define and manage KPIs focused on patient experience, responsiveness, and efficiency.
• Identify and implement tech tools to drive performance and manage vendor relationships.
• Monitor results with data to identify bottlenecks and drive improvements.
• Collaborate with clinical ops and site leaders to align workflows.
• Recruit, train, and coach team members, building accountability and service excellence.

Skills

Leadership

Data-driven mindset

Remote-team management

Communication skills

Change management

PowerBI

Tools

PowerBI

CRM/EMR integrations

Excel

Forecasting

Job description

Ivi-America in New Jersey is seeking a Senior Director, Contact Center to lead strategy, people, processes, and capacity for high-quality patient experience at scale. You will own the contact center operations across outreach, analytics, QA, and training in a highly cross-functional role.

The ideal candidate brings 8+ years in contact center or healthcare operations, strong leadership, and a data-driven mindset to drive performance and continuous improvement.