Director of Operations

Role Overview Director of Patient Services – leads a centralized call center operation for a growing physician‑led healthcare organization focused on sleep medicine. The incumbent reports to executive leadership and has full accountability for performance, staffing, and expansion of the call center. The team consists of 20 agents across two established programs with team leads in place. Core Responsibilities Provide senior‑level leadership to the Resupply and Inbound call center teams, coaching team leads to become emerging leaders. Maintain stability, quality, and continuous improvement of all current call center operations. Architect and execute call center expansion, identifying opportunities for centralization, designing processes, staffing, training new teams, and installing long‑term lead ownership. Oversee and optimize offshore support resources and integrate them into call center workflows. Lead performance management, reporting, and KPI accountability across all functions. Serve as a key voice in technology decisions related to dialer platforms, IVR phone architecture, CRM systems, and workflow tooling. Model excellence; the role is highly visible across all entities supported. Qualifications Required – Established, proven leader with a track record of running or building a call center organization, strong people leadership and coaching capability, exceptional process discipline, true independence and assertiveness, experience in a call center leadership role with accountability for team structure, performance, and outcomes, and a hands‑on approach to work. Preferred – Experience in healthcare, durable medical equipment, or physician practice; Salesforce CRM proficiency; experience with dialer platforms and IVR architecture; managing offshore or distributed support teams; strong Excel and reporting skills; familiarity with AI tools in operational workflows. Compensation & Benefits Salary range: $75,000 – $125,000 per year, depending on experience and depth of background. Quarterly bonus opportunity: 10–15% of salary based on business financial performance. Full benefits package. Unlimited paid time off. In‑office, full‑time position in Draper, Utah (40‑hour work week, W‑2 employment). Direct reporting relationship to executive ownership with real influence over strategy and operations. EEO Statement Forward Health LLC is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. #J-18808-Ljbffr