Operations Director (Call Center Remote)

Description Job Summary The Operations Director - Patient Access is responsible for strategic and day-to-day operational leadership, performance management, and service delivery of Call 4 Health's Patient Access department in a fully remote medical contact center environment. This position oversees Patient Access Managers, Floor Managers, Team Leads, Supervisors, and other assigned operational leaders responsible for patient/customer interactions, appointment scheduling support, answering service workflows, client- specific call handling, service level performance, quality expectations, schedule adherence, productivity, attendance, and employee performance. This role is accountable for ensuring Patient Access operations are properly staffed, monitored, coached, and managed to meet client service level agreements, internal performance goals, compliance requirements, and patient/customer experience standards. The Operations Director works closely with Workforce Management, Performance Development/Quality Assurance, Human Resources, Payroll, Client Relations, Information Technology, and senior leadership to ensure consistent execution of operational expectations across all Patient Access teams. Because Call 4 Health operates as a remote medical contact center, this role requires strong remote leadership, real-time performance oversight, clear communication, data-driven decision-making, and the ability to hold employees accountable in a virtual work environment. The Operations Director should have a working understanding of AI agents and AI-enabled workflows and be able to apply them to improve human agent productivity, strengthen operational oversight, streamline processes, automate post-call work, and support administrative or workflow- related tasks while maintaining HIPAA/PHI safeguards and data privacy expectations. Essential Duties and Responsibilities The following duties and responsibilities reflect the primary expectations of this position but are not intended to be all-inclusive. Additional duties may be assigned based on department, client, accreditation, compliance, or business needs. Operations Leadership and Department Oversight Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction. Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders. Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution. Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends. Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics. Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment. Ensure operational leaders are reviewing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators. Support consistent execution of company policies, department procedures, client protocols, call-out procedures, attendance standards, and remote work expectations. Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience. Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements. AI, Automation, and Workflow Optimization Understand, evaluate, and use company-approved AI agents, AI workflows, and automation tools to enhance human operator productivity and improve operational efficiency. Identify appropriate opportunities to automate post-call work, documentation support, administrative follow-up, reporting preparation, quality review support, knowledge retrieval, and other repetitive operational tasks. Partner with Information Technology, Workforce Management, Performance Development/QA, Client Relations, and senior leadership to assess AI-assisted workflows that may improve service delivery, speed, accuracy, quality, and employee productivity. This job description may be modified at any time based on company, department, client, accreditation, compliance, or operatio nal needs.• Ensure AI-assisted workflows are used responsibly and in accordance with company policy, HIPAA, PHI confidentiality requirements, client requirements, data privacy standards, and appropriate human oversight expectations. Monitor the impact of AI-enabled tools and automation on productivity, quality, service level performance, documentation accuracy, employee workflow, and patient/customer experience. Remote Workforce Management Lead and manage a fully remote Patient Access workforce by using virtual communication tools, workforce management systems, reporting platforms, call center technology, and performance dashboards. Ensure remote employees and leaders maintain professional work-from-home standards, including secure workspaces, reliable internet, proper equipment use, availability during scheduled shifts, and compliance with company remote work requirements. Hold team accountable for monitoring remote employee engagement, productivity, attendance, call handling, and adherence to assigned schedules. Ensure remote employees are properly supported, coached, and held accountable through documented virtual communication, team huddles, one-on-one meetings, performance reviews, and corrective action when necessary. Partner with IT and Workforce Management to resolve system access issues, telephone issues, equipment concerns, or other technology-related barriers affecting Patient Access operations. Ensure employees follow proper procedures for system outages, connectivity issues, call-out notifications, schedule changes, and escalation of operational concerns. Patient Access Performance, Quality, and Client Service Partner with Performance Development and Quality Assurance to ensure Patient Access employees are meeting call handling, scripting, documentation, professionalism, client protocol, and customer service expectations. Review QA, coaching opportunities, training gaps, and client feedback to improve department performance. Serve as an escalation point for Patient Access operational issues, client concerns, service failures, employee issues, and urgent department matters. Ensure escalated patient/customer complaints or client concerns are reviewed, documented, investigated, and resolved timely. Work with Client Relations to understand client expectations, new account workflows, service issues, performance concerns, and operational changes. Ensure new or revised client workflows are properly communicated, trained, implemented, and monitored across Patient Access teams. Support continuous improvement initiatives to strengthen patient/customer experience, call quality, service consistency, and operational performance. Compliance, Privacy, and Accreditation Support Ensure Patient Access operations comply with company policies, HIPAA, PHI confidentiality requirements, client-specific protocols, and applicable healthcare contact center standards. Reinforce proper handling of protected health information, patient information, client information, and confidential company information. Ensure employees complete required training, acknowledgments, policy updates, and department- specific competencies. Support URAC, client audit, internal audit, quality improvement, and compliance readiness activities related to Patient Access operations. Maintain appropriate documentation of operational processes, performance improvement plans, training follow-up, coaching, corrective action, escalations, and client workflow updates. Report privacy, security, compliance, or patient safety concerns to the appropriate internal departments in accordance with company policy. Partner with HR, IT, and Operations leadership on policy enforcement, remote work expectations, employee conduct, and operational risk mitigation. Employee Leadership and Performance Management Train, develop, coach, and evaluate Patient Access leaders in partnership with HR and senior leadership. Ensure employees are consistently applying company policies, department procedures, attendance expectations, performance standards, and corrective action processes. Conduct regular one-on-one meetings with direct reports to review performance, staffing, attendance, employee relations matters, operational barriers, and leadership development. Review performance data and employee documentation to support fair, consistent, and timely performance management decisions. Partner with HR on employee relations matters, investigations, corrective actions, terminations, leave matters, accommodations, and policy interpretation. Promote a culture of accountability, professionalism, teamwork, responsiveness, confidentiality, and patient/customer service excellence. Support employee engagement and retention by identifying leadership gaps, training needs, communication issues, and process improvement opportunities. Ensure performance reviews are completed accurately and timely for assigned direct reports. Reporting, Analytics, and Process Improvement Prepare, review, and present operational reports related to Patient Access performance, staffing, attendance, productivity, quality, client service levels, and workforce trends. Use data from call center systems, workforce management platforms, QA tools, UKG, AI-enabled reporting tools, automation outputs, and other reporting systems to identify performance issues and recommend corrective actions. This job description may be modified at any time based on company, department, client, accreditation, compliance, or operatio nal needs.• Track operational trends and develop action plans to address recurring concerns, including absenteeism, tardiness, low productivity, service level failures, training gaps, QA deficiencies, or workflow inconsistencies. Collaborate with Workforce Management on forecasting, staffing plans, schedule optimization, overtime reduction, and coverage needs. Collaborate with Performance Development/QA on training initiatives, process updates, call handling standards, and performance improvement plans. Identify opportunities to improve workflows, reduce errors, increase efficiency, strengthen accountability, and improve the patient/customer experience. Participate in system implementation, process improvement, automation, AI workflow, reporting, and technology enhancement initiatives impacting Patient Access operations. Required Qualifications Associate degree in Business Administration, Healthcare Administration, Operations Management, or related field required; bachelor's degree preferred. Equivalent healthcare contact center leadership experience may be considered in lieu of degree. Minimum of 5 years of call center/contact center operations experience required. Minimum of 3 years of supervisory or management experience in a healthcare, medical call center, patient access, centralized scheduling, answering service, or customer service contact center environment required. Experience managing remote or geographically dispersed employees strongly preferred. Strong understanding of call center KPIs, including service level, abandonment rate, average handle time, schedule adherence, occupancy, productivity, quality, attendance, and customer/patient experience metrics. Experience using workforce management, call center, telephony, reporting, HRIS, quality monitoring, AI-enabled workflow, or automation tools. Proficiency with Microsoft Office, Outlook, Teams, Excel, PowerPoint, AWS Connect or similar contact center platforms, company-approved AI/automation tools, and other business communication/reporting tools. Ability to understand and apply AI agents, AI workflows, and automation concepts to enhance human operator productivity, streamline post-call work, improve reporting, and support operational efficiency. Ability to analyze operational data and convert findings into clear action plans. Strong leadership, coaching, communication, documentation, and problem-solving skills. Ability to manage multiple priorities in a fast-paced, remote medical contact center environment. Ability to handle confidential employee, client, patient, and business information with discretion. Knowledge of HIPAA, PHI confidentiality expectations, healthcare call center operations, and patient/customer service standards. Ability to work flexible hours as needed to support a 24/7 or extended-hours operation, client needs, urgent escalations, staffing gaps, or business continuity needs. Preferred Qualifications Bachelor's degree in Healthcare Administration, Business Administration, Operations Management, or related field. 7+ years of healthcare operations, patient access, or medical contact center experience. Experience managing Patient Access, centralized scheduling, answering service, medical call center, or healthcare customer service operations. Experience with AWS Connect or other cloud-based contact center platforms. Experience with Calabrio, UKG, Microsoft Teams, SharePoint, or similar workforce/HR/communication platforms. Experience with quality assurance programs, call monitoring, calibration, coaching documentation, and performance improvement plans. Experience supporting URAC, healthcare accreditation, client audits, compliance audits, or quality improvement programs. Experience supporting AI-assisted workflows, automation, reporting enhancements, or productivity tools in a contact center, healthcare, or operations environment preferred. CHAA or CHAM certification preferred. Lean, Six Sigma, project management, or process improvement experience preferred. Bilingual English/Spanish preferred, depending on department/client needs. Required Skills and Competencies Remote leadership and accountability Patient/customer service orientation Healthcare contact center operations Performance management Schedule adherence and workforce coordination KPI analysis and reporting Coaching and employee development Quality assurance and process improvement AI workflow awareness and responsible automation Client service and escalation management HIPAA/PHI confidentiality Critical thinking and problem solving Professional written and verbal communication Cross-functional collaboration Change management Conflict resolution Time management and prioritization Policy enforcement and documentation Adaptability in a fast-paced environment Tools, Systems, and Equipment Used Computer/laptop and secure remote internet connection. Contact center platform, including AWS Connect or similar system. Workforce management system, including Calabrio or similar platform. UKG timekeeping system. Microsoft Outlook, Teams, Excel, Word, PowerPoint, and SharePoint. Quality monitoring and reporting platforms. Company-approved AI agents, AI workflows, automation tools, analytics tools, and workflow productivity tools. Client-specific systems, portals, scripts, and documentation tools. Virtual meeting and communication tools. Remote Work Requirements Because this position is remote, the employee must maintain a professional and secure remote work environment that supports confidentiality, productivity, and uninterrupted business operations. The employee must: Maintain a quiet, private, and professional workspace free from avoidable distractions. Maintain reliable high-speed internet suitable for video meetings, call center operations, reporting, and system access. Protect confidential company, client, patient, and employee information at all times. Follow company policies regarding equipment use, remote work, cybersecurity, HIPAA, PHI, data privacy, and company-approved use of AI or automation tools. Be available and responsive during assigned working hours and as needed for urgent operational escalations. Participate in virtual meetings, performance reviews, client discussions, leadership huddles, and operational check-ins. Use company-approved systems and communication tools for all work-related activities. Notify leadership promptly of outages, technology issues, connectivity concerns, or other barriers affecting job performance. Physical Requirements The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequently required to sit for extended periods. Frequently required to speak, hear, type, use a computer, and view a computer screen. Regular use of hands and fingers for keyboarding, mouse use, and system navigation. Must be able to communicate clearly by phone, video conference, email, chat, and other virtual communication tools. May be required to work extended hours, evenings, weekends, or holidays based on business needs, client requirements, staffing concerns, or urgent escalations. Work Environment This position is performed in a remote work environment. The employee must be able to work independently, remain engaged in a virtual leadership structure, manage multiple priorities, and maintain professional communication with employees, leaders, clients, and internal departments. This position operates in a fast-paced medical contact center environment where patient/customer experience, service levels, staffing, attendance, quality, confidentiality, and timely escalation are critical to business success. Other Duties This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties, responsibilities, and activities may change at any time, with or without notice, based on company, department, client, accreditation, compliance, or operational needs. Qualifications Skills Required Directing Others Expert Documentation Expert Conflict Management Expert Critical thinking Expert Quality Assurance Expert Analytical Expert Operating Systems Expert Adapting to Change Expert Task Management Expert Leadership Expert Communication Expert Coaching Expert Behaviors : Motivations : Education Required Associates or better in Business Administration or related field. Associates or better in Health Administration or related field. Associates or better in Management or related field. Experience Required 3 years: Workforce Management Experience 3 years: Experience Managing Remote or Geographically Dispersed Employees 3 years: Management Experience in Healthcare 5 years: Call Center Operations Preferred Experience with Calabrio, UKG, Microsoft Teams, SharePoint, or similar workforce/HR/communication platforms. Experience with AWS Connect