Senior Director, Contact Center

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Director, Contact Center based in the United States. The Senior Director, Contact Center will provide strategic leadership for a large-scale healthcare contact center focused on delivering an exceptional patient experience. This executive-level role oversees national operations, service quality, workforce performance, and technology adoption within a healthcare revenue cycle management environment. The successful candidate will drive measurable improvements in patient satisfaction, first-call resolution, operational efficiency, and financial performance. Working closely with cross-functional leaders, hospital clients, and physician groups, they will develop scalable, patient-centered service models aligned with enterprise priorities. They will also lead and develop a multilevel management team supporting hundreds of contact center agents across multiple locations and virtual environments. This opportunity is ideal for a seasoned healthcare operations leader who combines strategic vision, financial acumen, digital innovation, and a strong commitment to empathetic, equitable patient support. \n Accountabilities

* Lead national contact center strategy: Define and execute a comprehensive strategy that delivers consistent, high-quality patient support across inbound and outbound calls, chat, SMS, and self-service channels. * Drive performance and service excellence: Establish and monitor key performance indicators, including Net Promoter Score (NPS), call quality, first-call resolution, call abandonment rate, and Customer Effort Score. * Align operations with revenue cycle objectives: Collaborate with billing, accounts receivable, correspondence, provider enrollment, IT, and client success teams to improve patient access, issue resolution, and financial outcomes. * Optimize technology and workflows: Develop scalable processes that leverage interactive voice response (IVR), customer relationship management (CRM) platforms, AI-powered chat, call routing, and digital self-service tools. * Champion continuous improvement: Use operational dashboards, data analysis, call quality audits, and patient feedback to identify improvement opportunities and implement measurable changes. * Build and develop leadership teams: Lead directors, managers, and supervisors responsible for large, distributed contact center teams. Establish a culture of accountability, coaching, engagement, inclusion, and professional development. * Strengthen training and quality assurance: Oversee training programs that develop technical expertise, clear communication, empathy, conflict de-escalation, and effective patient advocacy. * Manage financial and workforce performance: Own budget forecasting, cost management, workforce planning, and technology investment decisions in alignment with long-term business and patient access priorities. * Develop strategic client partnerships: Work with hospital clients and physician groups to understand their needs and tailor contact center operating models to their service expectations. * Improve digital patient navigation: Lead initiatives that reduce avoidable call volume through FAQs, self-service options, and digital navigation while maintaining accessible support for vulnerable populations. * Represent the organization externally: Participate in patient experience and access forums at local, regional, and national levels, helping advance service excellence and industry best practices. * Support financial performance: Apply knowledge of healthcare cash collection strategies to help align patient service operations with revenue cycle goals.

Requirements:

* Education: Bachelor's degree in Business Administration, Healthcare Administration, Communications, or a related field is required. A master's degree, such as an MBA, MHA, or MPH, is strongly preferred. * Relevant experience: At least 10 years of experience in healthcare call center operations, patient experience leadership, or related revenue cycle management leadership roles. * Large-scale operational leadership: At least 5 years of experience managing high-volume, multisite contact centers with cross-functional leadership responsibilities. * Demonstrated results: A proven track record of improving patient satisfaction, implementing technology platforms, and managing large teams across remote, distributed, or global environments. * Healthcare revenue cycle expertise: Strong understanding of healthcare revenue cycle operations, particularly patient access and financial services. Experience with cash collection strategies is preferred. * Contact center technology knowledge: Familiarity with call center platforms, CRM systems, IVR solutions, AI-enabled chat, call routing, and digital self-service technologies. * Patient experience expertise: Experience with patient experience measurement tools and methodologies, including Press Ganey, CAHPS, NPS surveys, and call quality programs. * Financial and analytical skills: Strong budgeting, forecasting, and cost-management capabilities, with proficiency in Excel, business intelligence tools, and CRM data analysis. * Executive leadership and communication: Excellent strategic planning, presentation, facilitation, and stakeholder management skills, with the ability to influence decision-makers across organizational levels. * People development and change management: Experience coaching leaders, managing organizational change, improving performance, and building accountable, high-performing teams. * Patient-centered leadership: Ability to balance operational efficiency with empathy, clear communication, cultural competence, equity, and inclusive leadership. * Adaptability: Comfort operating in a dynamic, high-growth, or transformation-focused environment and managing complex cross-functional initiatives.

Benefits:

* Remote work: Nationwide remote opportunity within the United States. * Performance-based incentive: Eligibility for a discretionary incentive bonus, subject to applicable company policies. * Competitive compensation: Base salary determined by factors including geographic location, skills, experience, qualifications, and other job-related considerations. * Rewards and recognition: Eligibility for a performance-based incentive program recognizing contributions and results. * Referral bonus opportunity: Potential to earn a referral bonus by referring qualified candidates, subject to applicable program terms.

\n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1