Director/VP of customer service and call center

Director / Vice President, Customer Service & Contact Center Operations St Louis, Missouri HYBRID ROLE Reports to: Chief Operating Officer Position Overview This executive leadership role is responsible for the strategic direction, operational excellence, and technological advancement of a healthcare-focused contact center supporting both patients and healthcare providers. The ideal candidate brings deep experience in healthcare call center operations, with a strong understanding of patient engagement, regulatory compliance, and provider support workflows. You will lead the evolution of a high-touch, patient-centric service model while building the systems, processes, and teams required to scale. Core ResponsibilitiesOperational Leadership & Performance Management Provide strategic oversight of contact center operations, including inbound/outbound channels Drive performance against key service metrics (e.g., Average Handle Time, First Call Resolution, Service Levels) Establish scalable processes that enhance both efficiency and patient experience Lead capacity planning and operational forecasting aligned with business growth Clinical & Provider Services Alignment Partner cross-functionally with clinical teams to ensure accurate, compliant, and patient-safe communication Oversee provider (HCP) onboarding, account management, and support processes Ensure seamless coordination between patient services, pharmacy operations, and provider networks Regulatory Compliance & Quality Assurance Ensure full compliance with HIPAA and applicable healthcare privacy regulations Design and implement a comprehensive Quality Assurance (QA) and call monitoring program Maintain audit readiness and uphold high standards for documentation, accuracy, and service delivery Talent Strategy & Organizational Development Build, lead, and develop high-performing contact center teams, including supervisors and frontline staff Promote a culture centered on empathy, accountability, and service excellence Implement structured training programs aligned with healthcare communication standards Digital Transformation & Contact Center Technology StrategyContact Center Platform Modernization Lead the evaluation, selection, and implementation of CCaaS platforms (e.g., Five9, Talkdesk, NICE CXone) Oversee system migrations and ensure minimal disruption to patient and provider services CRM & Systems Integration Architect and optimize integrations between telephony platforms and healthcare CRM systems Enable real-time access to patient and provider data to improve service efficiency and experience Omnichannel Engagement Strategy Design and deploy a HIPAA-compliant omnichannel model, including voice, SMS, chat, and email Enhance patient and provider engagement through seamless, coordinated communication channels Automation, AI & Workforce Optimization Implement IVR, automation, and AI-driven tools to streamline routine inquiries Deploy workforce management (WFM) solutions to optimize staffing based on healthcare demand patterns Develop real-time reporting and analytics dashboards to monitor operational and technical performance Required QualificationsProfessional Experience 8-10+ years of progressive leadership experience in contact center operations Minimum 3-5 years in a healthcare, pharmacy, medical device, or payer/provider environment Demonstrated success leading healthcare call centers with patient and provider support components Technical & Regulatory Expertise Experience implementing or optimizing CCaaS and CRM platforms in a healthcare environment Strong knowledge of HIPAA compliance, data privacy, and secure communication practices Proven ability to manage third-party vendors, including telecom and technology providers Education & Credentials Bachelor's degree in Business Administration, Healthcare Administration, or related field required PMP, Agile, or related certifications preferred Key Competencies Patient-Centered Service Delivery Healthcare Contact Center Operations Regulatory Compliance & Risk Management Digital Transformation & Systems Implementation Data-Driven Decision Making Executive Leadership & Team Development Impact of the Role This role is instrumental in shaping how patients and providers experience support services. You will drive the transformation of a healthcare contact center into a modern, scalable, and technology-enabled function that delivers both operational excellence and compassionate care.

Created: 2026-04-04