Director of Call Center Operations

CVR: Where Purpose Meets Work-Life BalanceWe believe that when people feel supported, they thrive. That’s why Center for Vein Restoration (CVR) has created a healthcare workplace rooted in purpose, belonging, and trust, where every team member is empowered to grow, contribute, and make a positive impact.With a 98% patient satisfaction rating, our success is driven by the people who show up every day with talent, passion, and heart. We support work-life balance through consistent weekday-only schedules with no nights, weekends, or on-call shifts. If you’re looking for a place where your work truly matters, where you’ll be encouraged, respected, compensated, and celebrated, we’d love to meet you!The Director of Patient Services is responsible for overseeing the daily call center operations of all inbound calls from new and existing patients as well as outbound calls to patients and prospects for all purposes where patient communication is needed. The Director of Patient Services leads the process of maximizing patient satisfaction and CVR revenues, as well as maximizing patient retention. The Director serves as the operational owner of all call center systems and patient-facing communication workflows, including change governance for those systems. This role serves as the strategic leader for patient access, balancing exceptional patient experience, operational efficiency, technology innovation, physician support, and revenue growth while building a scalable, high-performing Patient Services organization.Duties and Responsibilities:Leads a culture of continuous improvement by identifying operational inefficiencies, simplifying workflows, standardizing best practices, and implementing scalable solutions that improve patient access, employee productivity, and organizational performanceWorks closely with senior management to set and meet specific performance requirements for each of the inbound and outbound call programsDevelops and executes the strategic vision and long-term roadmap for the Patient Services Center, ensuring alignment with organizational growth objectives and patient access initiatives.Establishes annual departmental goals, operational priorities, and success metrics that support company performance and objectivesManages daily operations to meet or exceed expected KPIs to ensure performance metrics are met. Runs weekly KPI reviews directly with senior management. If performance metrics are not being met, provides the necessary action plans and timelines for performance improvementOversees workforce planning, forecasting, capacity management, and scheduling to optimize staffing levels while maintaining service level expectations and operational efficiencyMaintains updated knowledge of all PSC performance requirements as well as company policies, procedures and adheres to the company mission and visionOwns operational initiatives end-to-end including planning, execution, and post-implementation verificationOwns the strategy, governance, and continuous optimization of all patient-facing communication channels, including phone, SMS, email, AI assistants, IVA platforms, chat, and future digital engagement tools. Maintains oversight of communication workflows, routing logic, system configuration, and change governance to ensure operational excellence and an exceptional patient experienceEvaluates training needs to ensure that all team members maintain current knowledge of multiple programs to deliver excellent customer service to patientsPartners cross-functionally with Operations, Sales, Marketing, Revenue Cycle, Clinical Operations, IT, Training, and Analytics to optimize end-to-end patient journeys and remove barriers to patient accessUses operational analytics to identify trends, root causes, and opportunities, translating data into actionable strategies that improve conversion, patient satisfaction, operational efficiency, and revenue performanceServes as the leader for Patient Services by presenting departmental performance, strategic initiatives, operational risks, and recommendations to executive leadershipDevelops, defines and instills a culture that is motivating through reward and recognitionSalary Range: $110,000–$125,000Bonus: Up to 25%Schedule: 4 days/week in office , 1 day remoteQualifications:Demonstrated success leading organizational change, operational transformation, and large-scale process improvement initiativesProven experience managing leaders, including managers and supervisors, while building high-performing teamsStrong financial acumen with experience managing departmental budgets, forecasting labor needs, and evaluating business cases for operational investmentsExperience implementing or optimizing AI-enabled technologies, automation platforms, CRM systems, workforce management software, or contact center technologiesDemonstrated ability to analyze operational data, identify trends, and make strategic decisions that improve patient access, conversion, and overall business performanceThe ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team membersFamiliarity with contact center software and related KPI's that drive productivity and performanceExceptional communication and organization skills include the ability and skills to present to the executive and board level members. Also includes the ability to translate operational needs into technical requirements for IT and analytics teams.Proficiency with at least one EMR or CMS/PMS system preferredAnalytical, detail-oriented approach to problem solving and business growthFlexibility and adaptability as it relates to schedules, responsibilities and prioritiesExperience in physician medical practices preferredMinimum Requirements:High school diploma or equivalent requiredBachelor's degree preferredFour years of call center supervisory or management experience, including experience at the director or senior manager levelMinimum of three years leading managers, supervisors, or other people leadersExperience overseeing both inbound and outbound contact center operationsDemonstrated experience managing workforce planning, forecasting, and operational performance in a high-volume environmentHealthcare, physician practice, ambulatory care, or multi-site healthcare operations experience preferredProven history of improving operational performance through process improvement, technology adoption, and data-driven decision making
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