Director, Contact Center Operations

Director, Contact Center Operations

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC). MSC is a 13-Time recipient of the NorthCoast 99 Award as a Top Workplace to work! MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US. In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success! We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!

The Director, Contact Center Operations leads all contact center functions at Medical Service Company, driving standardization, best-in-class customer service, and operational efficiency. This role ensures a consistent, high-quality patient experience across all contact channels by leveraging data, technology, and innovation. The leader will advance the use of virtual voice agents, AI, and automation to improve responsiveness, reduce manual work, and scale operations effectively.

Responsibilities and Duties

• Contact Center Leadership & Oversight
• Provide end-to-end leadership for all Medical Service Company revenue cycle contact center operations, ensuring consistent execution across teams.
• Establish and maintain standardized workflows, policies, and procedures to drive consistency, quality, and scalability.
• Ensure delivery of best-in-class customer service by setting clear service standards, monitoring performance, and driving continuous improvement in patient experience.

• Standardization & Process Excellence
• Lead enterprise-wide standardization of contact center processes, scripting, escalation paths, and performance expectations.
• Identify variation, inefficiencies, and breakdowns in workflows; drive root-cause analysis and sustainable solutions.
• Partner cross-functionally (IT, Revenue Cycle, Clinical, Quality, Compliance, HR) to align contact center processes with organizational goals and regulatory requirements.

• Customer Experience & Quality
• Own customer service strategy and execution in relation to contact centers, ensuring interactions are empathetic, compliant, efficient, and solution-oriented.
• Oversee scripting standards and tools to ensure accuracy, compliance (HIPAA), and consistency across all contact channels.
• Leverage quality monitoring, coaching, and feedback loops to continuously elevate team member performance and patient satisfaction.

• Technology, Virtual Agents & AI Enablement
• Drive adoption and optimization of virtual voice agents, AI, and automation to improve access, reduce handle time, and increase self-service.
• Partner with technology teams to identify opportunities where AI and digital tools can eliminate manual work, reduce errors, and enhance the customer journey.
• Use data and insights from AI tools, call analytics, and reporting to inform staffing models, process improvements, and strategic decisions.

• Performance Management & Analytics
• Establish and manage KPIs across productivity, quality, service levels, and customer satisfaction.
• Analyze trends and performance data to proactively address risks, identify opportunities, and guide operational strategy.
• Ensure leaders and teams are held accountable to performance standards through clear expectations, coaching, and development plans.

• People Leadership & Development
• Build, mentor, and develop high-performing leadership teams with a focus on accountability, engagement, and growth.
• Ensure consistent training, onboarding, and ongoing development aligned to standardized processes and service expectations.
• Foster a culture of innovation, continuous improvement, and customer-centric thinking.

• Compliance & Governance
• Ensure contact center operations comply with payer requirements, billing procedures, and all federal, state, and local regulations.
• Maintain strict adherence to HIPAA and patient confidentiality standards.
• Stay informed of regulatory and policy changes and proactively adjust operations as needed.

Qualifications

• Education: Undergraduate Degree, Business Administration preferred.
• Minimum of five (5) years of progressive leadership experience in contact center operations.
• Demonstrated success leading large, multi-team contact center environments.
• Strong background in process standardization, performance management, and operational transformation.
• Experience leveraging technology, automation, virtual agents, or AI to drive efficiency and improve customer experience.
• Data-driven leader with strong analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills with a customer-first mindset.
• Proficiency in contact center technologies, reporting tools, and Microsoft Office.
• Strategic thinker with the ability to translate vision into execution.
• Comfortable leading change and driving adoption of new tools and ways of working.
• Collaborative partner who builds strong cross-functional relationships.