Director, Customer Service & Call Center Ops

Advanced Medical Management • Long Beach, CA

3d

About The Position

The Director of Customer Service & Call Center Operations is a senior leadership role responsible for building, leading, and continuously elevating a culturally competent, high-performing contact center that serves a predominantly Asian elderly Medicare population, along with affiliated PCP practices, providers, and broker/agent partners within a fully delegated, full-risk PCP IPA / MSO environment.

This role goes beyond traditional call center management. The Director is a culture carrier, people leader, and patient experience champion—deeply accountable for how patients, families, providers, and partners feel when they interact with the organization. Success is defined not only by efficiency metrics, but by trust, empathy, access, resolution, and continuity of care.

The ideal candidate blends operational rigor with emotional intelligence, understands the nuances of serving Asian senior populations (language, cultural expectations, family dynamics), and can nurture frontline teams to deliver warm, respectful, and reliable service while operating at scale in a value-based care model.

Requirements

• Bachelor’s degree in Healthcare Administration, Business, or related field is preferred.
• 7–10+ years of progressive leadership experience in healthcare customer service or contact center operations
• Demonstrated experience supporting Medicare Advantage, Value-Based Care, IPA/MSO, ACO, or managed care environments
• Proven track record of leading, coaching, and retaining large frontline service teams
• Strong understanding of patient experience metrics and healthcare access workflows

Nice To Haves

• Experience serving Asian, immigrant, or senior populations in healthcare settings
• Multilingual experience or leadership of multilingual teams (e.g., Korean, Chinese, Vietnamese, Tagalog)
• Prior experience with PCP IPA or fully delegated MSO models
• Familiarity with EMRs, CRMs, workforce management tools, and patient engagement platforms
• Lean, Six Sigma, CX, or Service Excellence certifications

Responsibilities

• Patient, Provider & Partner Experience Leadership
• People Leadership, Coaching & Culture Building
• Contact Center Operations & Performance Excellence
• Value-Based Care Enablement & Clinical Partnership
• Technology, Systems & Continuous Improvement
• Compliance, Governance & Risk Management

Benefits

• Health Coverage You Can Count On: Full employer-paid HMO and the option for a flexible PPO plan.
• Wellness Made Affordable: Discounted vision and dental premiums to help keep you healthy from head to toe.
• Smart Spending: FSAs to manage healthcare and dependent care costs, plus a 401(k) to secure your future.
• Work-Life Balance: Generous PTO, 40 hours of sick pay, and 13 paid holidays to enjoy life outside of work.
• Career Development: Tuition reimbursement to support your education and growth.
• Team Fun: Paid company outings and lunches because we work hard, but we also know how to have fun!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees