Director, Billing Customer Experience Operations (Remote)
About The Position
The Director of Patient Customer Service Operations Support is responsible for leading the strategic and operational backbone of a high-volume, omnichannel patient contact center. This role oversees workforce management, quality assurance, training and development, performance analytics, and continuous improvement initiatives to ensure exceptional patient experiences across all channels (phone, chat, email, and digital platforms). This leader partners cross-functionally to align operational capabilities with organizational goals, optimize efficiency, and drive measurable improvements in patient satisfaction, access, and service delivery.
Requirements
- Experience leading the strategic and operational backbone of a high-volume, omnichannel patient contact center.
- Experience overseeing workforce management, quality assurance, training and development, performance analytics, and continuous improvement initiatives.
- Experience ensuring exceptional patient experiences across all channels (phone, chat, email, and digital platforms).
- Experience partnering cross-functionally to align operational capabilities with organizational goals.
- Experience optimizing efficiency and driving measurable improvements in patient satisfaction, access, and service delivery.
Responsibilities
- Oversee workforce management, quality assurance, training and development, performance analytics, and continuous improvement initiatives.
- Ensure exceptional patient experiences across all channels (phone, chat, email, and digital platforms).
- Partner cross-functionally to align operational capabilities with organizational goals.
- Optimize efficiency and drive measurable improvements in patient satisfaction, access, and service delivery.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
