Director of Patient Services

Director of Patient Services

The Director of Patient Services is a strategic, operational, and growth-focused leader responsible for overseeing the daily operations of our patient services call center. This role ensures the delivery of exceptional service to patients and customers while driving innovation, efficiency, and business development across the department. This individual will lead the development and execution of operational strategies, manage departmental budgets, and use data-driven insights to improve service delivery and patient satisfaction. The Director will also identify and pursue new business opportunities, collaborate with internal and external stakeholders, and contribute to the organization's long-term success.

Essential Functions and Job Responsibilities

Operational Leadership

• Oversee daily call center operations to ensure efficiency, quality, and compliance
• Develop and implement strategies to improve performance, patient experience, and operational flow
• Set and monitor performance goals, analyze key metrics, and lead continuous improvement initiatives
• Resolve escalated patient concerns and use feedback to enhance service delivery
• Manage departmental budgets and optimize resource allocation

Business Development & Growth

• Drive revenue growth through strategic planning and execution of key initiatives
• Identify and evaluate new business opportunities, partnerships, and service enhancements
• Evaluate new products and services for feasibility, profitability, and market fit
• Present insights and recommendations to senior and executive leadership

Strategic Collaboration

• Collaborate with cross-functional teams to ensure alignment and seamless service delivery
• Lead communication strategies, including newsletters and digital content, to support internal and external engagement
• Strengthen supply chain and inventory management through strategic planning with partners

Compliance & Risk Management

• Ensure compliance with HIPAA and organizational confidentiality standards
• Maintain compliance with the organization's Compliance Program and complete required training
• Implement and monitor quality assurance protocols and procedures

Management / Supervision:

• Responsible for selection and hiring of qualified staff, ensuring an effective on-boarding, and providing comprehensive training and regular feedback
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Establishes annual goals and objectives for the department based on the organization's strategic goals

Competency, Skills and Abilities:

• Strong analytical and data-driven decision-making abilities
• Excellent communication and presentation skills for executive-level reporting
• Proven ability to lead cross-functional teams and manage complex projects
• Experience with call center technologies and performance management systems
• Strategic thinking with ability to identify and capitalize on business opportunities
• Strong problem-solving and conflict resolution skills.
• Healthcare industry experience, particularly in patient services or customer service
• Experience with supply chain and inventory management
• Knowledge of healthcare revenue cycle management
• Certification in call center management or operations (e.g., COPC, Six Sigma)
• Experience with digital marketing and content creation
• Bilingual capabilities (English/Spanish preferred)

Requirements

Education and Experience Requirements:

• Bachelor's degree in Business Administration, Healthcare Administration, Operation or related field preferred
• Minimum 7-10 years of progressive leadership experience in call center operations, patient services, or healthcare operations
• 5+ years of experience in budget management and financial oversight
• Proven track record of driving operational improvements and business growth
• Experience with healthcare regulations, particularly HIPAA compliance

Physical Demands and Work Environment:

• The work environment will be stressful at times, as overall office activities and work levels fluctuate.
• Subject to long periods of sitting and exposure to computer screen.
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.
• Excellent ability to communicate both verbally and in writing.
• May be exposed to angry or irate customers or patients.
• An ability to effectively communicate both verbally and written with internal and external customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.
• Ability to travel as needed.