CALL CENTER DIRECTOR JOB DESCRIPTION

Directing a healthcare contact center well is a specific discipline. The Call Center Director owns the operational and strategic health of a patient-facing contact center, accountable for service levels, HIPAA-compliant workflows, and the staff infrastructure that keeps patient access functioning daily. In healthcare settings, the role answers to senior operations leadership - a COO, VP of Patient Experience, or equivalent - and spans workforce planning, quality assurance, budget oversight, and multi-team supervision. Patient enrollment rates and call-to-appointment conversion are the numbers this role moves.

As the Call Center Director, you lead a multi-team patient contact operation, setting service level targets, enforcing HIPAA-compliant call handling standards, and translating executive strategy into floor-level execution. You work alongside COO-level leadership and coordinate directly with clinical service lines, HR, and patient experience teams to sustain access, throughput, and care quality across the contact center.

Career Impact: Directing a healthcare contact center at this level builds documented expertise in HIPAA-regulated operations and patient access management, two credentials that travel well across health systems and managed care organizations.

Business Impact: When call volumes spike or service levels slip, patient appointment access suffers directly - this role is the operational check that prevents access failures from reaching patients and clinicians.

Growth Opportunity: The scope here - budget ownership, multi-team supervision, and strategic planning participation - prepares a strong performer for VP of Patient Experience or senior operations director roles within a health system.

• Lead department planning to achieve measurable goals for patient access, call quality, service level adherence, and regulatory compliance.
• Establish and monitor call center metrics, analyze call volume trends, and report performance data to COO-level leadership on a regular cadence.
• Direct all aspects of staff supervision including interviewing, onboarding, performance coaching, corrective action, and ongoing development for contact center agents and team leads.
• Design and maintain HIPAA-compliant call center policies, procedures, and quality assurance programs that meet SLA requirements.
• Coordinate workforce planning, scheduling, and real-time staffing adjustments to match patient call demand across all service lines.
• Develop and deliver training programs covering patient communication standards, service protocols, and compliance requirements for all contact center staff.
• Manage departmental budget preparation and monitor expenditures against approved budget targets throughout the fiscal year.
• Partner with clinical service lines, HR, and patient experience leadership to align contact center operations with broader organizational care goals.

• Bachelor's degree in business, healthcare administration, or a related field, or equivalent work experience.
• 5 or more years of direct contact center management experience, with demonstrated leadership of multi-team or multi-site operations in a healthcare setting.
• Working knowledge of HIPAA requirements and experience applying compliance standards to call handling workflows and staff training.
• Proven ability to establish and track contact center KPIs including service level, call quality scores, and patient satisfaction metrics.
• Strong workforce management capability including forecasting, scheduling, and real-time staffing oversight across variable call volumes.
• Experience recruiting, coaching, and developing front-line staff and team leads in a high-volume inbound environment.
• Ability to manage budget preparation, monitor expenditures, and communicate financial performance to senior operations leadership.
• Excellent written and verbal communication skills with demonstrated ability to present performance data clearly to executive stakeholders.

• Experience working within a community health center, federally qualified health center, or multi-site health system contact center.
• Familiarity with automated call director systems and experience managing telephony platforms in a regulated healthcare environment.
• Working knowledge of medical terminology, health insurance coverage structures, and patient eligibility verification processes.
• Master's degree in healthcare administration, business administration, or a related field.

• Service level attainment rate, measuring the percentage of calls answered within the target threshold.
• Call quality audit score per agent per month, reflecting adherence to HIPAA-compliant scripts and patient communication standards.
• Patient appointment conversion rate from inbound calls, tracking operational effectiveness of the contact center booking process.
• Staff turnover rate among contact center agents, reflecting the effectiveness of coaching, recognition, and retention practices.
• Average handle time against target, measuring call efficiency without sacrificing patient experience standards.
• Typical tools: workforce management platforms (commonly NICE or Verint), telephony and ACD systems (commonly RingCentral or Avaya).

• Base Salary Range: $85,000 to $115,000 per year depending on market and health system size.
• Bonus: 10% to 15% annual performance bonus tied to service level and patient satisfaction targets.
• Equity: not typically offered in healthcare operations roles at this level.
• Health Benefits: medical, dental, and vision coverage, often with employer-sponsored premium contributions.
• PTO: 15 to 20 days annually, plus paid holidays and sick leave per organizational policy.
• Common Perks: Tuition reimbursement, continuing education support, and employee assistance programs common in health system environments.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks, including applicable drug screening, are a condition of employment for all positions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process upon request. Candidates must be authorized to work in the United States without employer sponsorship now or in the future.

The Call Center Director owns the Broadspire Claim Intake Operation, overseeing intake services across multiple platforms including claims, RMIS, and billing, while managing units spanning account services, systems development, and customer relations. Reporting to the AVP of Claim Operations, the role shapes service accuracy and client program delivery across internal and external customers.

Key Responsibilities

• Leads and manages a unit of individuals who provide intake services supporting all Broadspire Claim and intake system platforms.
• Manages the Account Services Unit to provide a single point of contact and ownership for all new/renewal and maintenance of client programs.
• Manages the Systems Development Unit Business Analysts who provide system requirements analysis, programming, testing, implementation and support.
• Oversees performance, accuracy, and timeliness of resolving issues related to claims through intake, claim, RMIS and billing applications.
• Monitors department performance, reports on statistics, and recommends and implements changes to improve work productivity.
• Participates in new client RFPs, presentations, and on-site and remote demonstrations of the TelePlus operation and system.
• Interacts with customers regularly to develop and refine requirements needed to support the intake program, including scripting and claim office assignment.
• Works with Broadspire Telecommunications, Network and ICT Application staff to implement new or maintain existing programs.
• Works with Sales, Account Management, Statistical and Claim Data, Claim Technical, RMIS, ICT and Claim Data Operations to ensure superior service.

Required Qualifications

• Bachelor's degree in information systems, business administration, insurance, or related field.
• 7 years of experience in intake operations or information systems in an insurance environment.
• 5 years of project or general management experience.
• Excellent understanding of commercial lines claim intake.
• Ability to clearly present information through spoken or written word and listen effectively.
• Ability to demonstrate a high level of service delivery and prioritize customer needs.
• Ability to challenge conventional practices, adapt established methods, and develop novel solutions to problems.
• Strong interpersonal skills with ability to develop rapport and build long-term trust-based relationships.
• Ability to coach and mentor others to develop business competencies and technical skills.

Embedded within the Patient Support Center, the Call Center Director leads strategic planning and execution of all support functions including Workforce Management, Training, Quality Assurance, Reporting and Analytics, and talent recruiting. Working closely with senior leadership and department directors, this role advances service level performance, human capital development, and measurable ROI across the Contact Center.

Core Functions

• Oversees and directly manages support functions including Workforce Management, Training, Quality Management, Reporting and Analytics, and talent recruiting.
• Provides strong leadership that mentors, develops, and guides team members to efficiently leverage the value of every call.
• Delivers results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
• Develops, implements, and maintains effective internal and external Quality Assurance programs fostering continuous improvement and meeting SLA performance.
• Coordinates analytic, strategic and technical resources to maintain WFM planning, forecasting, scheduling, and Real Time Management of all Contact Center staff.
• Ensures compliance with regulatory agency guidelines and standards.
• Collaborates with senior leadership and other department directors to define business strategies, analyze operational inefficiencies, and implement solutions.

Qualifications and Experience

• Bachelor of Science degree or equivalent experience.
• Minimum 10 years of Contact Center management experience.
• Effective leadership and analytical skills including working knowledge of WFM forecasting, planning analysis, staffing models, scheduling, and telecom functionality.
• Strong ability to develop and manage results-oriented recruiting and training programs including adult learning curriculum development and delivery.
• Advanced proficiency in Excel and PowerPoint, with working knowledge of Microsoft Outlook and Word.
• Strong written, verbal, negotiation, and interpersonal communication skills.
• Exceptional presentation skills and high level of maturity and sense of responsibility.

Reporting to the Acting VP of Member Experience, the Call Center Director ensures the Member Contact Center fully supports strategic growth goals by evaluating new technologies, managing member feedback, and designing systems that improve service quality and operational efficiency. Partnering with leaders across all departments, this role contributes directly to organic membership growth, loan acquisition, and service quality measured through Net Promoter Score and related metrics.

Primary Duties

• Evaluates and analyzes trends in Contact Center member support including new technology and new means of interaction.
• Manages processes for new contact center technologies and channels.
• Oversees external service providers to ensure they are delivering the right member service experience.
• Designs and implements systems, technologies, training, and processes for improving service quality and operational efficiencies.
• Works closely with the front-line trainer to ensure proper training, correct procedures, and continuous learning are upheld for staff success.
• Validates service delivery quality through Net Promoter Score, Ease of Use, and other service metrics.
• Manages member feedback through all channels and ensures members are responded to in a timely manner.
• Gathers member feedback data, looks for trends, and recommends improvements to Executive Leadership.

Skills and Qualifications

• Minimum of four years business degree or equivalent experience preferred.
• Minimum of three years of management experience.
• Five years of experience and background in sales techniques, training, and motivating.
• Proficient knowledge of Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
• Effective coaching and mentoring skills with telemarketing skills required.
• Excellent written and verbal communication skills with strong project management and time management skills.
• Must have high level of interpersonal skills to handle sensitive and confidential situations with demonstrated poise, tact, and diplomacy.

Call Center Director leads the day-to-day activities of Inside Sales, Outbound Sales, and Customer Service teams, managing performance standards, KPI reporting, and operational systems to increase sales, reduce costs, and improve customer experience. The work directly supports executive management communication and organizational planning by delivering data-driven insights and ensuring policy compliance across all customer-facing functions.

Day-to-Day Responsibilities

• Accomplish performance objectives by recruiting, selecting, training, assigning, coaching, counseling, and disciplining employees.
• Manage day-to-day activities of the Inside Sales, Outbound Sales, and Customer Service teams in a fast-paced, target-driven sales environment.
• Manage performance standards and conduct staff evaluations.
• Improve operational systems, processes, and policies to support better management reporting, information flow, and organizational planning.
• Gain insights from data by developing reports, metrics, and KPIs and lead improvement initiatives to ensure goals are met.
• Ensure compliance with the company's policies while maintaining the highest level of customer satisfaction.
• Work closely with executive management team to ensure effective inter-departmental communication.

Professional Experience

• Bachelor's degree in a related field preferred.
• 5 or more years of experience developing and managing a high-performance call center and customer service team.
• Extensive experience with call center infrastructure and prior experience with IT-related projects such as system upgrades or new implementations.
• Experience working within CRM, ERP, or similar systems.
• Strong analytical skills with experience organizing, analyzing, and transforming data into actionable information, strong Excel skills required.
• Must be knowledgeable in KPI Metrics, Quality Assurance, and Compliance.
• Strong project management skills with good written and verbal communication skills and strong interpersonal skills.
• Must demonstrate leadership, judgment, and ability to resolve complex situations with employees.

Sitting at the intersection of patient experience and operational leadership, the Call Center Director develops and drives KPIs including service level, quality, and productivity while overseeing training programs, budget management, and technology implementation across the USF network. Operating across clinical service lines, physician groups, and patient resources, this role enables consistent improvement in new patient volume and satisfaction outcomes.

Duties

• Develop and manage team culture and engagement initiatives.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, and performance reporting.
• Manage customer service standards, benchmarks, and reporting for the USF network.
• Manage staff training and ongoing education programs, benchmarks, and reporting for all service lines, physicians, locations, and patient resources.
• Proactively identify areas of opportunity to increase new patient volume and improve operations.
• Review existing New Patient Call Center policies and procedures to ensure alignment with organizational requirements and best-in-class standards.
• Responsible for the budget process including managing departmental expenditures and staying within budget guidelines.
• Oversee processes and procedures, work order accuracy, quality, and adjustments to ensure high customer satisfaction.
• Review and implement technology to support operational responsibilities and patient experience programs.

Education and Experience

• Bachelor's degree required, Master's degree strongly preferred.
• 7 to 10 years of relevant customer service and call center experience.
• 3 to 5 years of inside sales experience.
• Working knowledge of healthcare services and computer knowledge including Microsoft Office programs.
• Competency in active listening, team and relationship building, and ability to communicate with empathy.
• Ability to lead and manage a team of liaisons dedicated to exceptional customer care and operational execution.
• Ability to communicate accurately, function in a self-directed manner, and execute timely and accurate follow-through.

A key member of the operations leadership team, the Call Center Director oversees 2 contact centers in Lexington and Louisville representing 6 home services brands, directing agents and team leaders across appointment setting, dispatch, customer service, and membership sales. Collaborating across locations, this role builds documented training programs, drives KPI performance, and creates engagement initiatives that sustain team productivity and growth.

Accountabilities

• Become an expert in company services, market, and customer needs.
• Identify trends, recommend strategies, and implement objectives to drive growth and meet company goals.
• Hire, coach, and train contact center agents and team leaders on services offered and booking appointments.
• Implement a documented training program including inbound and outbound scripts, membership sales scripts, and standard operating procedures.
• Analyze call center statistics and drive daily, weekly, and monthly KPI standards.
• Monitor recorded calls, conduct one-on-one regular performance reviews, and mentoring sessions.
• Create employee engagement initiatives for call center motivation.
• Travel between call center locations as needed.

Experience and Qualifications

• High School Diploma or equivalent required, 4-year degree preferred or equivalent experience.
• 4 or more years of supervisory experience in a call center.
• Phone sales experience required.
• Previous experience in HVAC, plumbing, electrical services, or construction a plus.
• Proficiency in Microsoft Office, Google Workspace, and CRM software with ability to quickly learn new technology.
• Excellent written and verbal communication skills with strong attention to detail and problem-solving capabilities.
• Ability to multitask in a fast-paced environment and achieve target goals.

Consistent appointment volume and customer follow-up quality for the Toyota Sales department depends on the Call Center Director, who monitors and manages all inbound and outgoing BDC communications while overseeing hiring, script development, and CRM accuracy. Based within the Business Development Center, this role ensures timely customer engagement and cross-departmental coordination that supports overall dealership sales performance.

Job Functions

• Oversee the operations of the Business Development Center.
• Actively train and mentor BDC Representatives.
• Maintain an accurate customer database through the CRM system.
• Ensure all customer follow-up is completed in a timely and professional manner.
• Track follow-up and appointments and run active reports for the department.
• Communicate with other department managers to ensure high quality service.
• Prepare, compose, and update all scripts for appointment setting and follow-up calls.

Background and Experience

• Minimum of 2 to 3 years of experience leading an inside sales team in a high-relationship consultative sales process.
• 2 to 3 years of inside sales experience in an outbound calling role.
• General knowledge of the automotive industry.
• Knowledge in DMS and CRM systems, automotive industry preferred.
• Proficient in MS Office.
• Sales management and human relations skills with ability to drive performance through a productive and fun work environment.
• Outstanding written and verbal communication skills with ability to work evenings and weekends as business needs dictate.

As the Call Center Director at Ready Responders, this role leads and develops multi-level teams to deliver on operational KPIs including patient enrollment, engagement, retention, and call conversions, with emphasis on cold call scripting and outreach campaign strategy. The patient engagement operation relies on this work to open access to in-home care across communities served while maintaining alignment between internal call centers, external vendors, and cross-functional leadership.

What You'll Do

• Lead, motivate, and develop managers, leads, and team members within a time-sensitive and demanding environment to deliver on operational KPIs.
• Develop processes, policies, and performance standards for each functional team within the call center, with emphasis on cold call scripting and engagement campaigns.
• Develop and manage a robust patient outreach and engagement plan that opens access to care for more individuals in communities served.
• Integrate the efforts across multiple teams to deliver world-class experiences and attain service level requirements.
• Identify root causes and implement changes to improve enrollment conversions, productivity, and quality of team performance.
• Act as a key point of contact to internal stakeholders beyond the contact center and follow up with key leadership for collaboration.
• Deploy and manage external and internal call centers on operational alignment and execution.
• Identify and assist in managing safety standards for patients and field team.

Minimum Qualifications

• Bachelor's degree with 6 or more years of management experience in call center operations with a focus on sales and customer centricity.
• Proficient in call center management tools including workforce management, quality assurance, and ticketing systems.
• Demonstrated data-driven decision-making skills with strong analytical problem-solving and organizational skills.
• Strong critical thinking on technical and non-technical issues with experience developing functional strategies to meet goals.
• Eligibility to work in the US without Company sponsorship required, some travel required to visit vendor partner sites.
• Positive attitude with ability to work through ever-changing and dynamic operational conditions and a commitment to supporting patient health.

The Call Center Director delivers on a strategic work plan developed with the COO and patient services leadership to ensure call center operations support patient care within VLPP health centers, covering goals for customer service, productivity, revenue generation, and regulatory compliance. Reporting to senior operations leadership, this role shapes staffing, policy, and service level standards while partnering with Human Resources to maintain compliant personnel and training records.

Leadership Responsibilities

Lead department efforts to achieve established goals for customer service, productivity, revenue generation, and regulatory compliance.

• Establish Call Center metrics, monitor call center data, and regularly report to leadership.
• Analyze and monitor call volume, metrics, and service levels in adherence to established quality indicators for telephone access and call management.
• Perform all tasks according to VLPP Operational Policies as well as relevant HIPAA and other regulatory requirements.
• Develop and maintain call center policies and procedures and assist with budget preparation.
• Responsible for all aspects of staff supervision including interviewing, selecting, orienting, coaching, counseling, and disciplining call center staff.
• Support Call Center Supervisor and Team Lead in hiring, training, coaching, and leading call center staff.
• Lead team meetings, educate and coach staff regarding processes and practices, and explain expectations to employees.
• Focus on improving team and call center practices through observation and thorough understanding of business, services, and patient needs.

Knowledge Skills and Abilities

• High school diploma required, Bachelor's degree in business or related field preferred.
• Minimum of 5 years of direct supervision and management experience in a call center, preferably in a healthcare setting.
• Must have experience successfully handling high call volumes and ability to work productively under pressure while remaining flexible.
• Prior experience with Ring Central preferred, must have experience with automated call director systems.
• Should have thorough understanding of insurance coverage, health benefits, medical terminology, and operational aspects of a health center.
• Ability to read and interpret documents such as safety rules and operating and procedure manuals.
• Must have excellent customer service skills with commitment to highest level of customer satisfaction and ability to maintain strict confidentiality.
• Ability to write routine reports, respond to inquiries or complaints, and speak effectively and professionally to clients and co-workers.