Director of Call Center Operations - Shelby American : Job Details

All Jobs > Director of Call Center Operations

First Stop Health provides care that people love with our convenient, high-quality, and confidential virtual care solutions – Telemedicine, Virtual Mental Health, and Virtual Primary Care. We help our patients save time and money through compassionate care that's available 24/7 via app, website, or phone.

First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability, and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.

First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrate the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides Virtual Urgent Care, Virtual Mental Health, and Virtual Primary Care from their very first day!

Position Overview:

The Director of Call Center Operations will lead and direct all aspects of First Stop Health's patient and provider service operations. This will include continued development and optimization of our contact center, development of policies, objectives, KPIs, and strategic initiatives that help us scale our services with our growth. This role is responsible for managing teams across Patient Experience, Provider Support, Nurse Advocates, and Referrals and Precertification. The Director will ensure service excellence through efficient operations, innovative technology, and a culture of continuous improvement.

This position requires a deep understanding of contact center operations and customer service in healthcare, as well as the ability to drive efficiency, quality, and satisfaction in a fast-paced environment.

Key Responsibilities:

• Lead, mentor, and develop managers and team leads, fostering a culture of accountability and excellence.
• Manage the operations of Patient Experience Agents, Nurse Advocates, the Referral teams and Precertification teams.
• Create and execute functional strategies, objectives, budgets, and policies to support departmental goals.

Operational Management:

• Direct all aspects of contact center operations, including call routing, visit creation, troubleshooting, and tiered support processes.
• Analyze operations and establish key performance indicators (KPIs) and standards to monitor and manage team performance.
• Develop and maintain best practices and training programs that support service, quality, and efficiency standards.
• Work closely with managers to ensure knowledge base is continually updated.

Collaboration & Stakeholder Engagement:

• Partner with our internal teams to identify areas of efficiency improvements through technology and process optimization.
• Develop collaborative partnerships with internal and external stakeholders to maintain effective operations and deliver optimal results.
• Communicate operational insights, performance metrics, and recommendations to top management.

Continuous Improvement & Quality Assurance:

• Establish operational targets and design quality assurance programs to ensure service excellence.
• Monitor feedback and operational data to identify trends, improve processes, and enhance patient and provider satisfaction.

Launches and Customer Success:

• Partner with cross-functional team on pre and post client launch strategy in regard to customer support.
• Handle escalated customer issues and ensure timely resolution.

Compliance & Reporting:

• Ensure adherence to HIPAA and other regulatory standards.
• Report on team performance, patient satisfaction, and operational efficiency to senior leadership.

Qualifications:

• Education: Bachelor's degree required; advanced degree preferred.
• Experience:
  • 7+ years of experience in customer service, healthcare, or contact center operations, with at least 5 years in a managerial role.
  • Proven expertise in building and managing diverse teams and improving operational efficiency.
  • Deep knowledge of contact center best practices, technology, customer experience strategies, and healthcare operations.
  • Experience using AI for service, IVRs, and chatbots.
• Skills:
  • Strong people leadership, strategic planning, and team-building abilities.
  • Analytical mindset with experience developing performance metrics and driving data-driven decisions.
  • Familiarity with healthcare technology, EHR systems, and telemedicine platforms.
  • Familiarity with Knowledge Base structure and tools.
  • Familiarity with Call Center and Workforce Management software (i.e. five9), service software systems such as Service Cloud, Zendesk, etc.
  • Excellent communication and interpersonal skills.

#J-18808-Ljbffr