Director, Operations - Call Center

Overview Develops primary goals, objectives, operating plans, policies, and short- and long-range objectives for the department. Leads daily departmental operations, ensuring for fiscal accountability and the effective execution and achievement of department metrics and revenue goals. Analyzes, reports, and communicates forecasts, results, and action plans related to business operations. The successful candidate will report directly to the Vice President/Senior Vice President . The position location is flexible, but the placement must be willing to travel frequently. Responsibilities Leads, plans, coordinates, and implements all aspects of daily departmental operations while consistently achieving performance plans and revenue goals with a focus on quality, production, and employee engagement. Work with SVP Operations and cross departmental leaders to develop long-term departmental strategies to achieve and beat operating plan/budget. Directs the daily operational activities of the department, providing direction and motivation for direct reports in meeting and exceeding departmental goals in a customer-focused manner. Leads the implementation new systems or processes to improve operational efficiencies. Determines needs, reduces costs and analyzes areas requiring improvement. Improves existing and develops new processes for maximizing conversion rates and reducing patient attrition while focusing on the patient experience. Monitors, measures and reports on operational issues, opportunities, development plans and achievements, and evaluates results against the established goals to determine if the organization’s objectives are being met. Analyzes and communicates forecasts, actual day-to-day results and action plans to executive team and internal stakeholders. Ensures the implementation of sound fiscal business practices and financial reporting and fosters a high level of accountability. Establishes and maintains appropriate systems for measuring necessary aspects of organizational and direct report performance. Ensures for proper training, guidance, coaching, and development of team. Communicates and implements company work rules, performance standards, and departmental operating policies. Directs the resolution of issues involving employee concerns and disciplinary actions. Maintains a high degree of confidentiality at all times due to access to sensitive information. Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements Abides by all regulations, policies, procedures and standards Desired Outcomes Exercises appropriate cost control measures Maintains positive internal and external customer service relationships. Maintains open lines of communication. Plans and organizes work effectively and ensures its completion. Meets all productivity requirements. Demonstrates team behavior and promotes a team-oriented environment. Actively participates in Continuous Quality Improvement Represents the organization professionally at all times. Qualifications Bachelor’s Degree (BA/BS) from a four-year college or university and 5 or more years of related experience or equivalent combination of education and experience Minimum of three years supervisory and/or management experience Proficient with various Microsoft Office software such as Word, Excel and PowerPoint Values Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day. Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to. Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated. Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do. Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth. #LI-HB1 Company Overview CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn. What We Offer Competitive Salary Bonus/Incentive Opportunities/commission: (if applicable) Comprehensive Benefits: Medical, dental, and vision insurance 401(k) with company match Paid time off (vacation and holidays) Growth & Development: Ongoing training and professional development Work-Life Balance: Remote or hybrid work options Wellness programs and mental health support