What are the responsibilities and job description for the Call Center Director - Healthcare position at NASTECH CONSULTING?
Key responsibilities
Manage daily call center operations (inbound inquiries and outbound outreach)
Oversee admissions/intake from initial contact through placement or service connection
Design, implement, and refine scripts, workflows, and communication standards
Develop, track and analyze KPIs, call metrics, and conversion data to improve outcomes and efficiency
Lead, coach, and develop call center and admissions staff
Ensure accurate documentation, insurance verification, and intake procedures
Maintain compliance with privacy, regulatory, and organizational standards
Build and sustain relationships with community partners, referral sources, and stakeholders
Prepare and present reports to support leadership and strategic planning
Collaborate with internal teams to ensure seamless handoffs from intake to service delivery
Promote a high-quality, empathetic customer experience across all interactions
Qualifications
Bachelor’s degree in healthcare, business, or related field preferred
5 years of call center leadership experience (healthcare or human services strongly preferred)
Strong understanding of call center KPIs, performance management, and reporting
Experience managing high-volume inbound and outbound call environments
Demonstrated ability to lead, coach, and build engaged teams
Strong analytical, organizational, and problem-solving skills
Excellent verbal and written communication skills
Ability to manage competing priorities in a fast-paced environment
Experience in behavioral health, social services, or similar service-based settings preferred
Salary : $85,000 - $100,000