DIrector/VP Customer service and Call Center

Greater St. Louis

**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 Responsibilities** **Operational 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 Strategy** **Contact 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 Qualifications** **Professional 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.