What are the responsibilities and job description for the Director, Call Center Operations position at nimble solutions?
Job Type
Full-time
Description
Why work at nimble?
This is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience working closely with Executive leadership. As an organization, we are in high-growth mode through acquisition with a laser focus on positive culture building!
Who we are!
nimble solutions is a leading provider of revenue cycle management solutions for ambulatory surgery centers (ASCs), surgical clinics, surgical hospitals, and anesthesia groups. Our tech-enabled solutions allow surgical organizations to streamline their revenue cycle processes, reduce administrative burden, and improve financial outcomes. Join more than 1,100 surgical organizations that trust nimble solutions and its advisors to bring deep insights and actionable intelligence to maximize their revenue cycle.
nimble solutions (“nimble,” formerly National Medical) is seeking an experienced Director, Call Center Operations to lead our multi-client Patient Financial Services/ Call Center operations. This role oversees all patient-facing account management activities, including inbound customer service, outbound patient collections, account resolution, payment plan management, and bad debt placement.
The Director will manage teams operating across the United States, the Philippines, and India, ensuring consistent performance, quality, and service excellence in a remote environment. This leader will also partner closely with clients nationwide, delivering performance insights, operational strategy, and best practices that drive measurable financial and service outcomes. This position requires a forward-thinking, data-driven operator who can manage a high-volume call center, elevate the patient experience, ensure compliance, and deliver strong cash and AR performance across a diverse client base.
Key Responsibilities
Leadership & Department Management
Drives Results. Consistently achieves results, even under difficult circumstances. Fosters a sense of urgency in the team for reaching goals and meeting deadlines. Readily acts on challenges, identifies and seizes new opportunities; Leads others to persist despite setbacks or obstacles; Establishes clear responsibilities and processes for monitoring work and measuring results.
Communicates Effectively. Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Provides timely and helpful information to others across the organization; Encourages the open expression of diverse ideas and opinions; Picks up on situational cues and adapts personal, interpersonal and leadership behavior to fit
Quality Decision-making. Makes sound decisions, even in the absence of complete information; Considers all relevant factors and uses appropriate decision-making criteria and principles; shows courage in speaking up in driving appropriate decisions for the organization based on sound risk/reward analysis
Client Centricity. Gains insight into customer needs; Identifies opportunities that benefit the customer; Builds and delivers marketing messaging and solutions that meet customer expectations
Location - Hybrid or remote
Full-time
Description
Why work at nimble?
This is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience working closely with Executive leadership. As an organization, we are in high-growth mode through acquisition with a laser focus on positive culture building!
Who we are!
nimble solutions is a leading provider of revenue cycle management solutions for ambulatory surgery centers (ASCs), surgical clinics, surgical hospitals, and anesthesia groups. Our tech-enabled solutions allow surgical organizations to streamline their revenue cycle processes, reduce administrative burden, and improve financial outcomes. Join more than 1,100 surgical organizations that trust nimble solutions and its advisors to bring deep insights and actionable intelligence to maximize their revenue cycle.
nimble solutions (“nimble,” formerly National Medical) is seeking an experienced Director, Call Center Operations to lead our multi-client Patient Financial Services/ Call Center operations. This role oversees all patient-facing account management activities, including inbound customer service, outbound patient collections, account resolution, payment plan management, and bad debt placement.
The Director will manage teams operating across the United States, the Philippines, and India, ensuring consistent performance, quality, and service excellence in a remote environment. This leader will also partner closely with clients nationwide, delivering performance insights, operational strategy, and best practices that drive measurable financial and service outcomes. This position requires a forward-thinking, data-driven operator who can manage a high-volume call center, elevate the patient experience, ensure compliance, and deliver strong cash and AR performance across a diverse client base.
Key Responsibilities
Leadership & Department Management
- Lead the Call Center Operations& Patient Accounts organization across multiple geographies, including managers, supervisors, customer service representatives, and collection specialists
- Oversee remote workforce operations across U.S., Philippines, and India, ensuring consistent training, communication, performance standards, and quality control
- Develop team structure, hiring plans, productivity models, and workflow assignments that support multi-client needs and call volume distribution
- Establish departmental goals and ensure accountability through performance reviews, KPI management, and effective coaching
- Oversee daily operations of the inbound patient call center, ensuring timely service, accurate resolution, and achievement of service-level agreements (SLAs)
- Manage outbound collection strategies, including call cadence, scripting, quality assurance, and conversion optimization
- Serve as the subject matter expert for call center technology, telephony platforms, QA systems, and dashboards
- Monitor quality, handle escalations, and implement continuous improvement initiatives to enhance patient satisfaction and operational efficiency
- Ensure compliance with all federal, state, and local regulations related to patient billing, communications, and collections, including FDCPA, TCPA, and HIPAA
- Develop and execute strategies to improve patient collections, reduce A/R days, and optimize cash flow
- Implement and monitor payment plan programs and patient outreach initiatives
- Oversee placement of accounts with bad debt agencies; work with the client success team, ensuring client approvals are tracked
- Analyze account activity trends to identify root causes and design corrective strategies
- Oversee relationships with all third-party vendors supporting patient accounts, including call center technology providers, merchant vendors, and bad debt agencies
- Establish clear performance expectations, KPIs, and SLAs for each vendor, ensuring alignment with organizational goals and client requirements
- Conduct routine performance reviews, develop vendor scorecards, and escalate issues when performance gaps are identified
- Implement structured governance routines with vendors, including monthly/quarterly business reviews, action plan follow-ups, and continuous improvement initiatives
- Monitor vendor productivity, response times, service quality, and patient experience metrics to ensure consistent delivery
- Collaborate with procurement and legal teams to manage contracts, renewals, negotiations, and service modifications
- Identify opportunities to optimize vendor usage, reduce operational costs, or consolidate solutions for improved performance
- Produce comprehensive dashboards and reporting packages highlighting operational performance, collection results, call center metrics, staffing trends, and improvement opportunities
- Use data-driven insights to guide decision-making and recommend operational enhancements
- Track the impact of implemented strategies and regularly evaluate results against client goals and internal benchmarks
- 5–7 years of progressive experience in healthcare revenue cycle, call center operations, and patient accounts management
- Minimum 3 years in a leadership role managing high-volume multi-client call center operations
- Experience leading teams in multi-client environments and remote/offshore operating models strongly preferred
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- In-depth knowledge of billing and collections processes and regulations
- Proficiency in data analysis and reporting
- Ability to develop and implement effective collection strategies
- Strong problem-solving and decision-making abilities
- Certified Revenue Cycle Professional (CRCP) or similar certification preferred
Drives Results. Consistently achieves results, even under difficult circumstances. Fosters a sense of urgency in the team for reaching goals and meeting deadlines. Readily acts on challenges, identifies and seizes new opportunities; Leads others to persist despite setbacks or obstacles; Establishes clear responsibilities and processes for monitoring work and measuring results.
Communicates Effectively. Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Provides timely and helpful information to others across the organization; Encourages the open expression of diverse ideas and opinions; Picks up on situational cues and adapts personal, interpersonal and leadership behavior to fit
Quality Decision-making. Makes sound decisions, even in the absence of complete information; Considers all relevant factors and uses appropriate decision-making criteria and principles; shows courage in speaking up in driving appropriate decisions for the organization based on sound risk/reward analysis
Client Centricity. Gains insight into customer needs; Identifies opportunities that benefit the customer; Builds and delivers marketing messaging and solutions that meet customer expectations
Location - Hybrid or remote