Director - Patient Support Center Operations

Schweiger Dermatology Group • NY - Central Support, NY

2d • $122,000 - $142,000 • Remote

About The Position

Schweiger is seeking a strategic, inventive leader to lead its Patient Support Center and shape its future. The center handles approximately 50,000 calls and 35,000 texts per week, has a 150-person department and two BPO partners, and uses live AI voice agents and automated quality monitoring. The Director owns patient communications across voice, chat, and text, including patient experience, team culture, and operational efficiency. This is primarily a remote role, with possible in-person attendance for team meetings or other business needs. It is open to candidates located in New York, New Jersey, Pennsylvania, Connecticut, Florida, Illinois, Missouri, Minnesota, and California.

The Director will build a supportive, accountable culture; develop managers; ensure consistent service across internal teams and BPO partners; and maintain quality, responsiveness, and consistency across communication channels. The role involves collaborating with technology, analytics, operations, clinics, and support teams to improve patient journeys and deploy practical, measurable improvements. The Director will lead in an environment where AI and automation are already in use, helping teams adapt to changing tools and evaluating effects on patient experience, employee workload, productivity, and cost.

The Director is responsible for operational performance and planning, including forecasting, staffing, scheduling, capacity, and budget. The role also manages two BPO relationships, setting expectations and addressing performance gaps related to service, quality, productivity, staffing, training, and retention. Healthcare or patient access experience is beneficial but not required; working knowledge of HIPAA and OSHA compliance is expected.

Requirements

• Bachelor’s degree required.
• At least 5 years of management experience.
• At least 8 years of contact center experience.
• Contact center leadership experience at comparable scale and complexity, leading a large team through multiple managers and working with outsourced partners.
• Experience across voice and digital channels, such as chat, text, or messaging.
• Demonstrated ability to build strong team cultures and develop managers who can lead independently.
• Hands-on involvement deploying and managing contact center technology, particularly AI and automation; technical expertise is not required, but comfort and curiosity with technology are.
• Strong working command of workforce planning, quality assurance, coaching, performance management, and budgeting.
• Demonstrated ability to lead changes from idea through adoption to measurable, sustained results.
• Working knowledge of HIPAA and OSHA compliance.

Nice To Haves

• Healthcare or patient access experience.

Responsibilities

• Build a supportive, high-performing department culture and develop managers who coach, recognize strong work, address performance, and grow their teams.
• Maintain consistent standards and patient experience across internal teams and BPO partners.
• Own quality, responsiveness, and consistency across voice, chat, and text, and work with the Experience Supervisor to turn patient feedback and service failures into lasting fixes.
• Stay close to patients and frontline staff, identify unnecessarily difficult processes, and implement practical solutions with clear owners and timelines; test, learn, and scale effective changes without allowing daily performance to slip.
• Partner with technology, analytics, and operations to improve AI and automation, help staff adapt to changing tools, and measure their effects on patient experience, employee workload, productivity, and cost.
• Meet operational targets for volume, handle time, service level, and response time alongside patient experience and quality goals.
• Own forecasting, staffing, scheduling, capacity planning, and budget, anticipating how demand and technology changes affect operational needs.
• Manage two BPO relationships with clear expectations for service, quality, productivity, staffing, training, and retention; address performance gaps and ensure improvements are sustained.
• Review calls and digital interactions and use the communication channels directly to understand the patient journey.
• Partner with clinics and support teams to improve scheduling accuracy, handoffs, escalations, and follow-up, and incorporate findings into coaching and root-cause fixes.
• Perform other duties as assigned by the supervisor as needed.

Benefits

• Medical coverage, including virtual care, for full-time employees working 30 or more hours per week, beginning on the first of the month after hire.
• HSA/FSA for full-time employees working 30 or more hours per week, beginning on the first of the month after hire.
• Dental insurance for eligible employees, beginning on the first of the month after hire.
• Vision insurance for eligible employees, beginning on the first of the month after hire.
• 401(k) after 30 days of employment.
• Company-sponsored short-term disability for non-California employees.
• Pre-tax savings for public transit commuters.
• An additional personal holiday for the employee’s birthday.
• Employee discounts on Schweiger skin care products and cosmetic services.

What This Job Offers

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