[Hiring] Operations Director @Call 4 Health

Role Description

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.

Qualifications

• Associate degree in Business Administration, Healthcare Administration, Operations Management, or related field required; bachelor's degree preferred.
• 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.

Requirements

• Lead and manage a fully remote Patient Access workforce 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.

Benefits

• Comprehensive health insurance plans.
• Flexible work hours and remote work opportunities.
• Professional development and training programs.
• Employee engagement initiatives.
• Retirement savings plans with company matching.

Company Description

Call 4 Health operates as a remote medical contact center, providing patient access services to healthcare clients.