Director of Patient Services

Center for Vein Restoration•Greenbelt, MD

1d•$110,000 - $125,000•Hybrid

About The Position

The Director of Patient Services is responsible for overseeing the daily call center operations of all inbound calls from new and existing patients as well as outbound calls to patients and prospects for all purposes where patient communication is needed. The Director of Patient Services leads the process of maximizing patient satisfaction and CVR revenues, as well as maximizing patient retention. The Director serves as the operational owner of all call center systems and patient-facing communication workflows, including change governance for those systems. This role serves as the strategic leader for patient access, balancing exceptional patient experience, operational efficiency, technology innovation, physician support, and revenue growth while building a scalable, high-performing Patient Services organization.

Requirements

High school diploma or equivalent required
Four years of call center supervisory or management experience, including experience at the director or senior manager level
Minimum of three years leading managers, supervisors, or other people leaders
Experience overseeing both inbound and outbound contact center operations
Demonstrated experience managing workforce planning, forecasting, and operational performance in a high-volume environment

Nice To Haves

Bachelor's degree preferred
Demonstrated success leading organizational change, operational transformation, and large-scale process improvement initiatives
Proven experience managing leaders, including managers and supervisors, while building high-performing teams
Strong financial acumen with experience managing departmental budgets, forecasting labor needs, and evaluating business cases for operational investments
Experience implementing or optimizing AI-enabled technologies, automation platforms, CRM systems, workforce management software, or contact center technologies
Demonstrated ability to analyze operational data, identify trends, and make strategic decisions that improve patient access, conversion, and overall business performance
The ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team members
Familiarity with contact center software and related KPI's that drive productivity and performance
Exceptional communication and organization skills include the ability and skills to present to the executive and board level members. Also includes the ability to translate operational needs into technical requirements for IT and analytics teams.
Proficiency with at least one EMR or CMS/PMS system preferred
Analytical, detail-oriented approach to problem solving and business growth
Flexibility and adaptability as it relates to schedules, responsibilities and priorities
Experience in physician medical practices preferred
Healthcare, physician practice, ambulatory care, or multi-site healthcare operations experience preferred
Proven history of improving operational performance through process improvement, technology adoption, and data-driven decision making

Responsibilities

Leads a culture of continuous improvement by identifying operational inefficiencies, simplifying workflows, standardizing best practices, and implementing scalable solutions that improve patient access, employee productivity, and organizational performance
Works closely with senior management to set and meet specific performance requirements for each of the inbound and outbound call programs
Develops and executes the strategic vision and long-term roadmap for the Patient Services Center, ensuring alignment with organizational growth objectives and patient access initiatives.
Establishes annual departmental goals, operational priorities, and success metrics that support company performance and objectives
Manages daily operations to meet or exceed expected KPIs to ensure performance metrics are met. Runs weekly KPI reviews directly with senior management. If performance metrics are not being met, provides the necessary action plans and timelines for performance improvement
Oversees workforce planning, forecasting, capacity management, and scheduling to optimize staffing levels while maintaining service level expectations and operational efficiency
Maintains updated knowledge of all PSC performance requirements as well as company policies, procedures and adheres to the company mission and vision
Owns operational initiatives end-to-end including planning, execution, and post-implementation verification
Owns the strategy, governance, and continuous optimization of all patient-facing communication channels, including phone, SMS, email, AI assistants, IVA platforms, chat, and future digital engagement tools. Maintains oversight of communication workflows, routing logic, system configuration, and change governance to ensure operational excellence and an exceptional patient experience
Evaluates training needs to ensure that all team members maintain current knowledge of multiple programs to deliver excellent customer service to patients
Partners cross-functionally with Operations, Sales, Marketing, Revenue Cycle, Clinical Operations, IT, Training, and Analytics to optimize end-to-end patient journeys and remove barriers to patient access
Uses operational analytics to identify trends, root causes, and opportunities, translating data into actionable strategies that improve conversion, patient satisfaction, operational efficiency, and revenue performance
Serves as the leader for Patient Services by presenting departmental performance, strategic initiatives, operational risks, and recommendations to executive leadership
Develops, defines and instills a culture that is motivating through reward and recognition