Director of Call Center Operations

Hudson Regional Hospital • Secaucus, NJ

2d

About The Position

The Director of Call Center Operations is responsible for the strategic oversight, performance, and daily management of the healthcare call center. This role ensures exceptional patient access, efficient scheduling, and high-quality customer service across all service lines. The Director will lead operational excellence, staff development, and process improvement initiatives to enhance patient experience and drive organizational growth

Responsibilities

• Provide leadership and direction for all call center operations across multiple sites and service lines
• Develop and implement strategies to improve patient access, call efficiency, and service quality
• Align call center performance with organizational goals, including growth, patient satisfaction, and revenue cycle optimization
• Oversee daily call center operations including scheduling, patient intake, referrals, and inbound/outbound communications
• Monitor key performance indicators (KPIs) such as call volume, wait times, abandonment rates, and conversion rates
• Ensure adherence to HIPAA, compliance, and regulatory standards
• Establish and maintain a high standard of patient-centered service
• Implement protocols to improve patient satisfaction, reduce leakage, and streamline access to care
• Collaborate with clinical and administrative teams to optimize workflows
• Recruit, train, and manage call center managers, supervisors, and staff
• Develop performance metrics, coaching programs, and career development pathways
• Foster a culture of accountability, professionalism, and continuous improvement
• Oversee call center systems including EMR integration, scheduling platforms, and telephony systems
• Identify and implement new technologies to improve efficiency and reporting capabilities
• Prepare and present regular performance reports to executive leadership
• Analyze data trends to identify opportunities for improvement and growth
• Develop dashboards to track productivity, patient access, and service outcomes
• Partner with Business Development, Marketing, and Clinical Operations to support new service lines and physician onboarding
• Support initiatives such as centralized scheduling, concierge programs, and patient navigation services

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed