Director of Care Services Center Operations

Compassus•Brentwood, TN

About The Position

The Director of Care Services Center Operations provides strategic and operational leadership for the contact center function for Compassus. This role is responsible for overseeing a team Care Services Associates, driving performance excellence, establishing and enforcing service benchmarks and ensuring seamless integration with clinical and operational service lines. The Director serves as a critical connector between patient and family access needs and the broader organizational mission of delivering compassionate, high-quality care in the home.

Requirements

Bachelor's degree in Business Administration, Healthcare Administration, Communications, or a related field; or equivalent combination of education and experience.
Minimum of 5 years of progressive call center or contact center leadership experience, with at least 2 years in an equivalent role.
Demonstrated experience managing teams of 5 or more direct or indirect reports.
Proven track record of establishing and achieving measurable performance benchmarks.
Experience in healthcare environment strongly preferred.
Strong proficiency with call center technology platforms (telephony, workforce management, CRM/EHR integration).
Exceptional communication, coaching and interpersonal skills.
Ability to analyze data, identify trends and translate insights into actionable strategies.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leaders, team members, investors, and external parties. Strong written and verbal communications.
Ability to understand, read, write, and speak English.
Articulates and embraces integrated healthcare at home philosophy.
Proficiency in Microsoft Office Suite and exceptional skill in using phone systems.
Must have experience in CRM utilization.

Nice To Haves

Experience with home-based care, hospice or palliative care organizations.
Familiarity with value-based care models and patient access best practices.
COPC, CCCM or similar contact center certification.

Responsibilities

Develop, communicate and execute a multi-year call center strategy aligned with organizational goals and growth priorities.
Identify and implement process improvements, technology enhancements and workforce innovations to drive efficiency and service quality.
Serve as a subject matter expert on contact center best practices within home-based care environments.
Partner with senior leadership to align call center capabilities with patient access, intake and clinical service line strategies.
Directly lead, coach and develop direct reports
Establish individual and team performance goals, conduct regular one-on-one meetings and deliver timely, constructive feedback.
Foster a culture of accountability, continuous improvement, empathy and professional development.
Recruit, onboard and retain high-performing talent; oversee training curriculum design and deliver to support career development
Identify skill gaps and create individualized development plans to maximize team performance and career growth.
Define, monitor and report on key performance indicators (KPIs) including average handle time, first-call resolution, abandonment rate, schedule adherence, patient or family satisfaction scores and other metric as appropriate.
Establish overall team benchmarks as well as individualized performance targets tailored to role and tenure.
Analyze call center data and trends to identify improvement opportunities and inform staffing and scheduling decisions.
Conduct regular performance reviews
Maintain quality assurance processes, including call monitoring, scoring and coaching cadences.
Serve as the operational liaison between the call center and clinical intake for services to ensure smooth referral and patient onboarding workflows.
Collaborate with intake, growth and clinical leadership and local program teams to optimize handoffs and reduce friction in the patient journey.
Participate in cross-functional meetings and workgroups to represent the contact center perspective and drive integrated solutions.
Support new service line launches by developing call center protocols, scripts and training materials.
Oversee day-to-day call center operations, ensuring adequate staffing coverage and adherence to scheduling standards.
Actively participate in call handling during high-volume periods or staffing gaps, demonstrating a hands-on leadership approach and maintaining familiarity with frontline workflows.
Manage vendor relationships related to telephony platforms, workforce management tools and CRM systems.
Ensure all call center activities comply with HIPAA, applicable federal and state regulations and organizational policies.
Manage departmental budget, including forecasting, tracking and variance reporting.
Prepare and present performance reports and strategic updates to executive leadership.