Director, Customer Service & Call Center Ops

About This Role

This is a senior leadership role responsible for building, leading, and continuously elevating a high-performing contact center. The Director will ensure a patient-first, culturally aligned service philosophy tailored to Asian elderly populations and their families within a fully delegated, full-risk PCP IPA / MSO environment.

Responsibilities

• Champion a patient-first, culturally aligned service philosophy tailored to Asian elderly populations and their families
• Ensure all interactions reflect empathy, patience, clarity, and respect, especially for seniors navigating complex healthcare systems
• Establish service standards that prioritize timely access to care, clear communication, first-contact resolution, and proactive follow-up
• Lead, mentor, and develop managers, supervisors, and frontline customer service representatives
• Build a supportive, respectful, and accountable culture where staff feel valued, trained, and empowered
• Design and oversee robust onboarding and ongoing training programs
• Own day-to-day and strategic operations across all service channels including phone, patient portals, email, and digital engagement
• Establish, monitor, and continuously improve KPIs such as CSAT, NPS, First Call Resolution, and Average Speed of Answer
• Optimize workforce management, scheduling, call routing, and staffing models to support growth and seasonality
• Ensure contact center workflows actively support Value-Based Care success
• Partner closely with Clinical Ops, Quality, Care Management, and Provider Engagement teams to align messaging and workflows
• Partner with IT and vendors to optimize and evolve contact center infrastructure
• Ensure full compliance with HIPAA, CMS, Medicare Advantage, and state regulatory requirements

Requirements

• 7–10+ years of progressive leadership experience in healthcare customer service or contact center operations
• Demonstrated experience supporting Medicare Advantage, Value-Based Care, IPA/MSO, ACO, or managed care environments
• Proven track record of leading, coaching, and retaining large frontline service teams
• Strong understanding of patient experience metrics and healthcare access workflows
• Deep empathy and cultural awareness
• Strong people leadership and coaching mindset
• Operational discipline with a service-first lens
• Data-driven yet human-centered decision-making
• Cross-functional collaboration and influence
• Calm, credible, and compassionate executive presence

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or related field is preferred
• 7–10+ years of progressive leadership experience in healthcare customer service or contact center operations

Nice to Have

• Experience serving Asian, immigrant, or senior populations in healthcare settings
• Multilingual experience or leadership of multilingual teams (e.g., Korean, Chinese, Vietnamese, Tagalog)
• Prior experience with PCP IPA or fully delegated MSO models
• Familiarity with EMRs, CRMs, workforce management tools, and patient engagement platforms
• Lean, Six Sigma, CX, or Service Excellence certifications

Skills

* Required skills

Benefits