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.

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.