Senior Director of Call Center

Spire Orthopedic Partners•Stamford, CT

52d

About The Position

We are seeking an experienced and dynamic leader of Call Center Operations reporting to the Chief Operating Officer. The ideal candidate will have a strong background in call or contact center management, be data-driven, and possess excellent collaboration skills. This role requires a leader with expertise in KPIs, contact center tools like Webex, and a proven track record in digital transformation.

Requirements

Bachelor's degree in healthcare administration, business management, or a related field (Master's degree preferred).
Proven experience in call center management, preferably within the healthcare industry.
Strong knowledge of healthcare operations, patient service models, and industry regulations (e.g., HIPAA).
Excellent leadership and interpersonal skills, with the ability to motivate and manage a diverse team.
Exceptional customer service orientation and a commitment to delivering a positive customer experience.
Analytical mindset with the ability to leverage data and metrics to drive performance improvements.
Proficient in call center technologies, customer relationship management (CRM) software, and reporting tools.
Strong problem-solving and decision-making abilities, with the capacity to handle complex situations effectively.
Excellent verbal and written communication skills, with the ability to communicate effectively with both internal and external stakeholders.
Willingness and ability to travel up to 30% to current and future Spire Orthopedic locations.

Responsibilities

Develop and implement a comprehensive call center strategy aligned with the organization's goals and objectives.
Lead, mentor, and develop a high-performing team of call center agents, supervisors, and managers.
Collaborate with other departments and stakeholders to optimize call center processes and enhance the patient experience.
Drive digital transformation initiatives to enhance call center capabilities.
Develop and implement quality assurance programs to maintain high standards of patient experience, accuracy, and compliance.
Utilize data-driven approaches to monitor and improve call center performance.
Develop and track key performance indicators (KPIs) to ensure operational excellence.
Analyze call center metrics and implement strategies for continuous improvement.
Ensure compliance with applicable healthcare regulations, privacy laws, and industry standards within the call center operations.
Recruit, train, and coach call center staff, fostering a high-performance culture and ensuring ongoing professional development.
Ensure prompt and effective resolution of patient inquiries, complaints, and escalations, maintaining high patient satisfaction levels.
Collaborate with healthcare providers, insurance companies, and other stakeholders to streamline processes, address issues, and enhance overall customer experience.
Work closely with other departments to align call center operations with overall business strategies.