Operations Director (Call Center Remote)

Job Summary

The Operations Director - Patient Access is responsible for strategic and day-to-day operational leadership, performance management, and service delivery of Call 4 Health's Patient Access department in a fully remote medical contact center environment.

Essential Duties And Responsibilities

• Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction.
• Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders.
• Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution.
• Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends.
• Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics.
• Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment.
• Support consistent execution of company policies, department procedures, client protocols, call-out procedures, attendance standards, and remote work expectations.
• Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience.
• Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements.
• Understand, evaluate, and use company-approved AI agents, AI workflows, and automation tools to enhance human operator productivity and improve operational efficiency.
• Identify appropriate opportunities to automate post-call work, documentation support, administrative follow-up, reporting preparation, quality review support, knowledge retrieval, and other repetitive operational tasks.
• Partner with Information Technology, Workforce Management, Performance Development/QA, Client Relations, and senior leadership to assess AI-assisted workflows that may improve service delivery, speed, accuracy, quality, and employee productivity.
• Monitor the impact of AI-enabled tools and automation on productivity, quality, service level performance, documentation accuracy, employee workflow, and patient/customer experience.
• Lead and manage a fully remote Patient Access workforce by using virtual communication tools, workforce management systems, reporting platforms, call center technology, and performance dashboards.
• Ensure remote employees and leaders maintain professional work-from-home standards, including secure workspaces, reliable internet, proper equipment use, availability during scheduled shifts, and compliance with company remote work requirements.
• Hold team accountable for monitoring remote employee engagement, productivity, attendance, call handling, and adherence to assigned schedules.
• Ensure remote employees are properly supported, coached, and held accountable through documented virtual communication, team huddles, one-on-one meetings, performance reviews, and corrective action when necessary.
• Partner with IT and Workforce Management to resolve system access issues, telephone issues, equipment concerns, or other technology-related barriers affecting Patient Access operations.
• Ensure employees follow proper procedures for system outages, connectivity issues, call-out notifications, schedule changes, and escalation of operational concerns.
• Partner with Client Relations to understand client expectations, new account workflows, service issues, performance concerns, and operational changes.
• Support continuous improvement initiatives to strengthen patient/customer experience, call quality, service consistency, and operational performance.
• Support compliance, privacy, and accreditation by ensuring Patient Access operations comply with company policies, HIPAA, PHI confidentiality requirements, client-specific protocols, and applicable healthcare contact center standards.
• Reinforce proper handling of protected health information, patient information, client information, and confidential company information.
• Ensure employees complete required training, acknowledgments, policy updates, and department-specific competencies.
• Support URAC, client audit, internal audit, quality improvement, and compliance readiness activities related to Patient Access operations.
• Maintain appropriate documentation of operational processes, performance improvement plans, training follow-up, coaching, corrective action, escalations, and client workflow updates.
• Report privacy, security, compliance, or patient safety concerns to the appropriate internal departments in accordance with company policy.
• Partner with HR, IT, and Operations leadership on policy enforcement, remote work expectations, employee conduct, and operational risk mitigation.
• Train, develop, coach, and evaluate Patient Access leaders in partnership with HR and senior leadership.
• Ensure employees are consistently applying company policies, department procedures, attendance expectations, performance standards, and corrective action processes.
• Conduct regular one-on-one meetings with direct reports to review performance, staffing, attendance, employee relations matters, operational barriers, and leadership development.
• Review performance data and employee documentation to support fair, consistent, and timely performance management decisions.
• Promote a culture of accountability, professionalism, teamwork, responsiveness, confidentiality, and patient/customer service excellence.
• Support employee engagement and retention by identifying leadership gaps, training needs, communication issues, and process improvement opportunities.
• Ensure performance reviews are completed accurately and timely for assigned direct reports.
• Prepare, review, and present operational reports related to Patient Access performance, staffing, attendance, productivity, quality, client service levels, and workforce trends.
• Use data from call center systems, workforce management platforms, QA tools, UKG, AI-enabled reporting tools, automation outputs, and other reporting systems to identify performance issues and recommend corrective actions.
• Track operational trends and develop action plans to address recurring concerns, including absenteeism, tardiness, low productivity, service level failures, training gaps, QA deficiencies, or workflow inconsistencies.
• Collaborate with Workforce Management on forecasting, staffing plans, schedule optimization, overtime reduction, and coverage needs.
• Collaborate with Performance Development/QA on training initiatives, process updates, call handling standards, and performance improvement plans.
• Identify opportunities to improve workflows, reduce errors, increase efficiency, strengthen accountability, and improve the patient/customer experience.
• Participate in system implementation, process improvement, automation, AI workflow, reporting, and technology enhancement initiatives impacting Patient Access operations.

Required Qualifications

• Associate degree in Business Administration, Healthcare Administration, Operations Management, or related field required; bachelor's degree preferred.
• Equivalent healthcare contact center leadership experience may be considered in lieu of degree.
• Minimum of 5 years of call center/contact center operations experience required.
• Minimum of 3 years of supervisory or management experience in a healthcare, medical call center, patient access, centralized scheduling, answering service, or customer service contact center environment required.
• Experience managing remote or geographically dispersed employees strongly preferred.
• Strong understanding of call center KPIs, including service level, abandonment rate, average handle time, schedule adherence, occupancy, productivity, quality, attendance, and customer/patient experience metrics.
• Experience using workforce management, call center, telephony, reporting, analytics, and quality assurance tools.