Sr. Director, Clinical Call Center

Insure Technology; Orlando (FL); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

Paid holidays

401K plan

Job summary

A leading healthcare organization in Central Florida seeks a Senior Director of Call Center Operations to enhance patient access and care quality. The successful candidate will oversee a multisite cardiovascular call center, implement scalable workflows, and ensure optimal performance with a focus on patient triage and coordination. This role demands strong leadership, collaboration with clinical teams, and the ability to drive operational excellence in a rapidly growing environment. Comprehensive benefits package is included, with a preference for on-site or hybrid leadership.

Qualifications

• Background leading a cardiovascular or cardiac-focused call center.
• Deep experience in patient triage–based call workflows.
• Proven track record designing new operational structures.
• Demonstrated ability to collaborate with cardiologists.

Responsibilities

• Oversee day-to-day operations of the cardiovascular call center.
• Design standardized processes and operational KPIs.
• Build scalable systems aligned with organizational growth.
• Mentor supervisors, call agents, and scheduling teams.

Skills

Call center strategy development

Patient triage workflows

Operational optimization

Collaboration with clinical leaders

Change management

Job description

Senior Director, Call Center Operations

Location: Central Florida (On-site or Hybrid Preferred)

Terms: Direct Hire

Industry: Healthcare | Outpatient Cardiology | Patient Access Operations

Insure Technology is excited to partner with a rapidly growing healthcare organization to identify a highly experienced and forward-thinking Senior Director of Call Center Operations to lead their expanding multisite patient-access center. This is a critical leadership role supporting outpatient cardiac clinics across Central Florida, with a heavy focus on patient triage, scheduling, and care coordination.

This opportunity is ideal for a call center strategist—not someone focused on short-term fixes, but a leader capable of designing new workflows, implementing scalable processes, and building an operational foundation that improves patient experience at every touchpoint.

What You’ll Lead

• Oversee day-to-day operations of a multisite cardiovascular call center supporting triage, scheduling, and patient coordination
• Design and implement standardized processes, call flows, operational KPIs, and performance dashboards
• Build scalable systems aligned with organizational growth, avoiding temporary or reactive solutions
• Partner closely with clinical and executive leadership to align call center operations with clinical priorities
• Analyze call volume trends, staffing models, and technology utilization to optimize engagement and responsiveness
• Lead and mentor supervisors, call agents, and scheduling teams
• Ensure adherence to quality standards, HIPAA compliance, and patient service expectations

What We’re Looking For

• Required: Background leading a cardiovascular or cardiac-focused call center
• Deep experience in patient triage–based call workflows, ideally in an outpatient clinical environment
• Proven track record designing new operational structures, SOPs, and scalable workflow models
• Demonstrated ability to collaborate directly with clinical decision makers, including cardiologists
• Strong change-management capabilities with experience implementing modern call center tools and best practices
• On-site or hybrid leadership presence strongly preferred
• Comprehensive benefits package including healthcare, PTO, paid holidays, and 401K

Why This Role Matters

This is a rare opportunity to influence patient access, care quality, and call-center modernization at scale. The organization is growing quickly across Central Florida, and they are seeking a leader who can architect systems—not just maintain them—and who thrives in environments where innovation, structure-building, and operational excellence are top priorities.