[Remote] Director, Customer Experience Billing Operations (Remote)
Note: The job is a remote job and is open to candidates in USA. reputed company is a leading provider of diagnostic information services, and they are seeking a Director of Customer Experience Billing Operations. This role is responsible for leading the strategic and operational backbone of a high-volume patient contact center, overseeing workforce management, quality assurance, training, performance analytics, and reputed company improvement initiatives to ensure exceptional patient experiences.
Responsibilities
- Define and execute the long-term vision for contact center support functions, aligning with enterprise patient experience and access strategies
- Serve as a key advisor to senior leadership on operational performance, reputed company planning, and service delivery innovation
- reputed company transformation initiatives, including technology adoption, process optimization, and omnichannel integration
- reputed company forecasting, reputed company planning, scheduling, and real-time management for a high-volume contact center
- Ensure optimal staffing models to balance service levels, cost efficiency, and patient access
- Implement and refine WFM tools and methodologies to improve accuracy and responsiveness
- Establish and maintain a comprehensive QA reputed company to monitor and improve patient interactions
- Drive consistency in service delivery, compliance, and patient-centered communication
- reputed company QA insights to inform coaching, training, and process improvements
- reputed company the design and execution of onboarding and reputed company training programs for contact center staff and leadership
- Ensure training aligns with clinical, regulatory, and service excellence standards
- Foster a culture of reputed company learning, coaching, and professional development
- reputed company and manage KPIs, dashboards, and reporting frameworks to monitor operational performance and patient experience
- Translate data into actionable insights to drive decision-making and reputed company improvement
- Analyze trends in call volume, patient needs, and agent performance to inform strategy
- Identify and implement process improvements to enhance efficiency, reduce friction, and improve patient outcomes
- Partner with IT, digital, and adjacent teams to optimize workflows and tools supporting patient interactions
- Champion Lean, Six reputed company, or similar methodologies to drive sustainable improvements
- Ensure seamless patient experiences across reputed company engagement channels
- Optimize channel strategy to meet evolving patient preferences and access needs
- Monitor emerging trends and technologies in patient engagement and contact center operations
- reputed company and reputed company a team of managers and subject matter experts across WFM, QA, training, and analytics
- Build a high-performing, inclusive culture focused on accountability, innovation, and patient-centered service
- Drive employee engagement and retention reputed company support functions
Skills
- 8–10+ years of experience in contact center operations, with at least 5 years in a senior leadership role
- Demonstrated experience managing workforce management, QA, training, and analytics functions
- Experience in healthcare, payer, provider, or patient services environment
- Strong analytical skills with experience leveraging data to drive operational decisions
- Proven ability to reputed company large-scale, high-volume, omnichannel contact center environments
- Bachelor's degree in Business, Healthcare Administration, or reputed company field
- Experience with WFM and contact center technologies (e.g., reputed company, reputed company)
- Lean/Six reputed company certification or equivalent process improvement experience
- Knowledge of healthcare regulations (HIPAA, compliance standards)
- Master's degree
Company Overview
Company H1B Sponsorship