Director, Customer Experience Billing Operations (Remote)

Quest Diagnostics • Edina, MN

1d • 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

• 8–10+ years of experience in contact center operations, with at least 5 years in a senior leadership role
• Demonstrated experience managing workforce management, QA, training, and analytics functions
• Experience in healthcare, payer, provider, or patient services environment
• Strong analytical skills with experience leveraging data to drive operational decisions
• Proven ability to lead large-scale, high-volume, omnichannel contact center environments
• Bachelor’s degree in Business, Healthcare Administration, or related field (Required)

Nice To Haves

• Experience with WFM and contact center technologies (e.g., Five9, Verint)
• Lean/Six Sigma certification or equivalent process improvement experience
• Knowledge of healthcare regulations (HIPAA, compliance standards)
• Master's degree (Preferred)

Responsibilities

• Define and execute the long-term vision for contact center support functions, aligning with enterprise patient experience and access strategies
• Serve as a key advisor to senior leadership on operational performance, capacity planning, and service delivery innovation
• Lead transformation initiatives, including technology adoption, process optimization, and omnichannel integration
• Oversee forecasting, capacity planning, scheduling, and real-time management for a high-volume contact center
• Ensure optimal staffing models to balance service levels, cost efficiency, and patient access
• Implement and refine WFM tools and methodologies to improve accuracy and responsiveness
• Establish and maintain a comprehensive QA framework to monitor and improve patient interactions
• Drive consistency in service delivery, compliance, and patient-centered communication
• Leverage QA insights to inform coaching, training, and process improvements
• Lead the design and execution of onboarding and continuous training programs for contact center staff and leadership
• Ensure training aligns with clinical, regulatory, and service excellence standards
• Foster a culture of continuous learning, coaching, and professional development
• Develop and manage KPIs, dashboards, and reporting frameworks to monitor operational performance and patient experience
• Translate data into actionable insights to drive decision-making and continuous improvement
• Analyze trends in call volume, patient needs, and agent performance to inform strategy
• Identify and implement process improvements to enhance efficiency, reduce friction, and improve patient outcomes
• Partner with IT, digital, and adjacent teams to optimize workflows and tools supporting patient interactions
• Champion Lean, Six Sigma, or similar methodologies to drive sustainable improvements
• Ensure seamless patient experiences across all engagement channels
• Optimize channel strategy to meet evolving patient preferences and access needs
• Monitor emerging trends and technologies in patient engagement and contact center operations
• Lead and develop a team of managers and subject matter experts across WFM, QA, training, and analytics
• Build a high-performing, inclusive culture focused on accountability, innovation, and patient-centered service
• Drive employee engagement and retention within support functions

What This Job Offers

• Job Type: Full-time
• Career Level: Senior