Director of Call Center Operations
Employment Information
Job Description
Director of Call Center Operations at Diana Health overseeing remote call agents and admin staff. Responsible for efficient patient interactions and operational strategy across healthcare sites.
Responsibilities:
- Build and lead a high-performing remote clinical call center and admin operations team serving multiple sites.
- Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance.
- Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency.
- Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms—to drive performance, and manage the support relationship with vendors
- Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts.
- Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in clinic team.
- Recruit, train, and coach remote team members, building a culture of accountability and service excellence.
Requirements:
- 8+ years of experience in call center, customer service, or patient access operations—ideally in a multi-site healthcare or service organization.
- Proven success building or transforming a support operation, including process design, tool selection, and performance optimization.
- Strong data-driven mindset; comfortable managing to metrics and dashboards.
- Excellent leadership, communication, and remote-team management skills.
- Knowledge of HIPAA compliance and patient privacy standards.
- Bachelor’s degree required; Master’s preferred.
Benefits:
- Competitive compensation
- Medical, dental & vision plans, with an HSA/FSA option
- 401(k) with employer match
- Paid time off
- Paid parental leave
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