Director, Patient Services & Contact Center Operations

Job Description:

• The Director of Patient Services is responsible for overseeing the daily call centre operations of all inbound calls from new and existing patients as well as outbound calls to patients and prospects for all purposes where patient communication is needed. The Director of Patient Services leads the process of maximizing patient satisfaction and CVR revenues, as well as maximizing patient retention. The Director serves as the operational owner of all call centre systems and patient-facing communication workflows, including change governance for those systems. This role serves as the strategic leader for patient access, balancing exceptional patient experience, operational efficiency, technology innovation, physician support, and revenue growth while building a scalable, high-performing Patient Services organization.

Duties and Responsibilities:

• Leads a culture of continuous improvement by identifying operational inefficiencies, simplifying workflows, standardizing best practices, and implementing scalable solutions that improve patient access, employee productivity, and organizational performance
• Works closely with senior management to set and meet specific performance requirements for each of the inbound and outbound call programs
• Develops and executes the strategic vision and long-term roadmap for the Patient Services Center, ensuring alignment with organizational growth objectives and patient access initiatives.
• Establishes annual departmental goals, operational priorities, and success metrics that support company performance and objectives
• Manages daily operations to meet or exceed expected KPIs to ensure performance metrics are met. Runs weekly KPI reviews directly with senior management. If performance metrics are not being met, provides the necessary action plans and timelines for performance improvement
• Oversees workforce planning, forecasting, capacity management, and scheduling to optimize staffing levels while maintaining service level expectations and operational efficiency
• Maintains updated knowledge of all PSC performance requirements as well as company policies, procedures and adheres to the company mission and vision
• Owns operational initiatives end-to-end including planning, execution, and post-implementation verification
• Owns the strategy, governance, and continuous optimization of all patient-facing communication channels, including phone, SMS, email, AI assistants, IVA platforms, chat, and future digital engagement tools. Maintains oversight of communication workflows, routing logic, system configuration, and change governance to ensure operational excellence and an exceptional patient experience
• Evaluates training needs to ensure that all team members maintain current knowledge of multiple programs to deliver excellent customer service to patients
• Partners cross-functionally with Operations, Sales, Marketing, Revenue Cycle, Clinical Operations, IT, Training, and Analytics to optimize end-to-end patient journeys and remove barriers to patient access
• Uses operational analytics to identify trends, root causes, and opportunities, translating data into actionable strategies that improve conversion, patient satisfaction, operational efficiency, and revenue performance
• Serves as the leader for Patient Services by presenting departmental performance, strategic initiatives, operational risks, and recommendations to executive leadership
• Develops, defines and instills a culture that is motivating through reward and recognition

Qualifications:

• Demonstrated success leading organizational change, operational transformation, and large-scale process improvement initiatives
• Proven experience managing leaders, including managers and supervisors, while building high-performing teams
• Strong financial acumen with experience managing departmental budgets, forecasting labour needs, and evaluating business cases for operational investments
• Experience implementing or optimizing AI-enabled technologies, automation platforms, CRM systems, workforce management software, or contact center technologies
• Demonstrated ability to analyze operational data, identify trends, and make strategic decisions that improve patient access, conversion, and overall business performance
• The ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team members
• Familiarity with contact centre software and related KPI's that drive productivity and performance
• Exceptional communication and organization skills include the ability and skills to present to the executive and board level members. Also includes the ability to translate operational needs into technical requirements for IT and analytics teams.
• Proficiency with at least one EMR or CMS/PMS system preferred
• Analytical, detail-oriented approach to problem solving and business growth
• Flexibility and adaptability as it relates to schedules, responsibilities and priorities
• Experience in physician medical practices preferred

Minimum Requirements:

• High school diploma or equivalent required
• Bachelor's degree preferred
• Four years of call centre supervisory or management experience, including experience at the director or senior manager level
• Minimum of three years leading managers, supervisors, or other people leaders
• Experience overseeing both inbound and outbound contact center operations
• Demonstrated experience managing workforce planning, forecasting, and operational performance in a high-volume environment
• Healthcare, physician practice, ambulatory care, or multi-site healthcare operations experience preferred

Proven history of improving operational performance through process improvement, technology adoption, and data-driven decision making