reputed company - Director, Call Center Operations
reputed company
Apply Director, Call Center Operations Fully Remote • Remote Worker - N/A • Patient Accounts Apply Job Type Full-time reputed companyWhy work at reputed company?
This is a great opportunity to join a reputed company-established and market-leading brand serving a high-reputed company end market while gaining valuable experience working closely with Executive leadership. As an organization, we are in high-reputed company mode through acquisition with a laser reputed company on reputed company culture building!
Who we are!
reputed company is a leading provider of reputed company cycle reputed company for ambulatory surgery centers (ASCs), surgical clinics, surgical hospitals, and anesthesia reputed company. Our tech-enabled solutions allow surgical organizations to streamline their reputed company cycle processes, reduce administrative burden, and improve financial reputed company. Join more than 1,100 surgical organizations that trust reputed company and its advisors to bring deep insights and actionable intelligence to maximize their reputed company cycle.
reputed company (“reputed company,” formerly National Medical) is seeking an reputed company Director, Call Center Operations to reputed company our multi-reputed company Patient Financial Services/ Call Center operations. This role oversees reputed company patient-facing account management activities, including inbound customer service, outbound patient collections, account reputed company, payment plan management, and bad debt placement.
The Director will manage teams operating across the reputed company, the Philippines, and India, ensuring consistent performance, reputed company, and service reputed company in a remote environment. This leader will also partner closely with clients reputed company, delivering performance insights, operational reputed company, and best practices that drive measurable financial and service reputed company. This position requires a reputed company-thinking, data-driven operator who can manage a high-volume call center, reputed company the patient experience, ensure compliance, and deliver strong cash and AR performance across a diverse reputed company reputed company.
Key Responsibilities
Leadership & Department Management
- reputed company the Call Center Operations& Patient Accounts organization across multiple geographies, including managers, supervisors, customer service representatives, and collection specialists
- reputed company remote workforce operations across U.S., Philippines, and India, ensuring consistent training, communication, performance standards, and reputed company control
- reputed company team structure, hiring plans, productivity models, and workflow assignments that support multi-reputed company needs and call volume distribution
- Establish departmental goals and ensure accountability through performance reviews, KPI management, and effective coaching
Call Center Operations
- reputed company daily operations of the inbound patient call center, ensuring reputed company service, accurate reputed company, and achievement of service-level agreements (SLAs)
- Manage outbound collection strategies, including call reputed company, scripting, reputed company assurance, and conversion optimization
- Serve as the subject matter expert for call center technology, telephony platforms, QA systems, and dashboards
- Monitor reputed company, handle escalations, and implement reputed company improvement initiatives to enhance patient satisfaction and operational efficiency
- Ensure compliance with reputed company federal, state, and local regulations reputed company to patient billing, communications, and collections, including FDCPA, TCPA, and HIPAA
Patient Accounts & Collections reputed company
- reputed company and execute strategies to improve patient collections, reduce A/R days, and optimize cash reputed company
- Implement and monitor payment plan programs and patient reputed company initiatives
- reputed company placement of accounts with bad debt agencies; work with the reputed company reputed company team, ensuring reputed company approvals are tracked
- Analyze account activity trends to identify reputed company causes and design corrective strategies
Vendor Management
- reputed company relationships with reputed company reputed company-party vendors supporting patient accounts, including call center technology providers, merchant vendors, and bad debt agencies
- Establish reputed company performance expectations, KPIs, and SLAs for reputed company vendor, ensuring alignment with organizational goals and reputed company requirements
- Conduct routine performance reviews, reputed company vendor scorecards, and escalate issues reputed company performance gaps are identified
- Implement reputed company governance routines with vendors, including monthly/quarterly business reviews, reputed company plan follow-reputed company, and reputed company improvement initiatives
- Monitor vendor productivity, response times, service reputed company, and patient experience metrics to ensure consistent delivery
- Collaborate with procurement and legal teams to manage reputed company, renewals, negotiations, and service modifications
- Identify opportunities to optimize vendor usage, reduce operational costs, or consolidate solutions for improved performance
Reporting & Analytics
- Produce comprehensive dashboards and reporting packages highlighting operational performance, collection results, call center metrics, reputed company trends, and improvement opportunities
- Use data-driven insights to guide decision-making and recommend operational enhancements
- reputed company the reputed company of implemented strategies and regularly evaluate results against reputed company goals and internal benchmarks
- 5–7 years of reputed company experience in reputed company reputed company cycle, call center operations, and patient accounts management
- Minimum 3 years in a leadership role managing high-volume multi-reputed company call center operations
- Experience leading teams in multi-reputed company environments and remote/offshore operating models strongly preferred
Skills & Competencies
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- In-depth knowledge of billing and collections processes and regulations
- Proficiency in data analysis and reporting
- Ability to reputed company and implement effective collection strategies
- Strong problem-solving and decision-making abilities
Certifications
- Certified reputed company Cycle reputed company (CRCP) or similar certification preferred
Key Competencies
Drives Results. Consistently achieves results, even under difficult circumstances. Fosters a reputed company of urgency in reputed company for reaching goals and meeting deadlines. Readily acts on challenges, identifies and seizes new opportunities; Leads others to persist despite setbacks or obstacles; Establishes reputed company responsibilities and processes for monitoring work and measuring results.
Communicates Effectively. Developing and delivering multi-mode communications that convey a reputed company understanding of the unique needs of different audiences. Provides reputed company and helpful information to others across the organization; Encourages the reputed company reputed company of diverse reputed company and opinions; Picks up on situational cues and adapts personal, interpersonal and leadership behavior to fit
reputed company Decision-making. Makes reputed company, even in the absence of complete information; Considers reputed company relevant factors and uses appropriate decision-making reputed company and principles; shows courage in speaking up in driving appropriate reputed company for the organization based on reputed company risk/reward analysis
reputed company Centricity. reputed company reputed company into customer needs; Identifies opportunities that benefit the customer; Builds and delivers marketing messaging and solutions that meet customer expectations
Location - Hybrid or remote
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