Director, Call Center Operations

Director, Call Center Operations

Full-Time Employment (Remote)

Background

The Company is Texas’s leading in-person and virtual psychiatry and therapy practice. As the leading mental health provider, the Company is on a mission to transform access to quality, timely behavioral health care through innovative solutions and services that span the entire care continuum, from the talk therapy to Interventional Psychiatry. The Company partners with a network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients.

Position Overview: The Director, Call Center Operations is responsible for overseeing the centralization of call center functions, overseeing the New Patient (intake/scheduling) team within the Company. This leadership role focuses on driving operational excellence, enhancing efficiency, and managing system changes to ensure superior service delivery and patient satisfaction. The ideal candidate will possess strong leadership skills, a deep understanding of customer service principles, and the ability to collaborate across cross-functional teams.

Key Responsibilities:

• Lead the implementation of best practices across the New Patient team into a best-in-class call center operation.
• Develop and implement strategies to streamline processes and improve service delivery.
• Supervise and mentor call center managers and staff, fostering a culture of excellence, accountability, and continuous improvement.
• Analyze current processes, identify areas for improvement, and implement best practices to enhance operations efficiency.
• Utilize data driven approaches to optimize call handling and service quality.
• Oversee the transition to new systems and technologies. Manage the change process to ensure minimal disruption and successful adaptation by the team.
• Establish and monitor performance metrics by creating scorecard and key performance indicators (KPIs) to assess team performance and identity opportunities for enhancement.
• Ensure high standards of patient service and satisfaction. Address escalated issues and implement feedback mechanisms to continually improve the patient experience.
• Work closely with other departments, including IT and clinical teams, to ensure seamless integration and communication across the organization.
• Design and implement training programs for center staff to improve skills, knowledge, and performance.
• Implement strategies to prevent and minimize the impact of common issues, reengineering processes where appropriate.
• Provide regular reports to leadership, offering strategic recommendations based on data analysis.
• Identify gaps and inefficiencies within internal systems that have adverse effect on services, and act as a consultant/liaison to deliver solutions for external facing parties.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree
• 7 years’ experience in call center management, with at least 3 years in leadership roles.
• Experience managing large-scale call center operations and leading teams through transformations.
• Strong understanding of call center technologies and best practices. Excellent leadership, communication, and interpersonal skills.
• Experience in high growth company.
• Ability to analyze data, develop insights, and make strategic decisions.
• Experience in healthcare or medical practice settings is highly desired.

What We Offer:

• The pay range for this role is $110,000 - $130,000 annual. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual's skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law.
• Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions.
• 21 days of accrued PTO annually, including paid holidays.
• 401k with company match.

How to Apply: Interested candidates should submit their resume and a cover letter detailing their experience and qualifications.

Job Type: Full-time

Pay: $110,000.00 - $130,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Call center: 7 years (Preferred)
• Leadership: 3 years (Preferred)

Location:

• Texas (Required)

Ability to Relocate:

• Texas: Relocate before starting work (Required)

Work Location: Remote

Salary : $110,000 - $130,000