Director, Patient Experience Center (Call Center)

Aligned Cardio Partners is looking for a Director of our Patient Experience Center (Call Center) to streamline our existing processes, scale operations and ensure a high-quality experience. The ideal candidate has a passion for leading a team of representatives and running an operation that coordinates care between physicians, patients, and external entities. This person will work cross-functionally to ensure the patient’s experience is exemplary. This is a fantastic opportunity to own a critical part of the patient’s experience for a high growth, service-oriented company.

Responsibilities:

• Develop and implement a comprehensive strategy for the call center in alignment with the company's overall objectives.
• Provide vision and leadership in the development goals for the call center.
• Provide leadership to a multi-site team of call center personnel.
• Foster collaborative work environment, emphasizing employee engagement.
• Meet financial and performance goals.
• Oversee operations of the patient experience center (call center), ensuring high-quality service delivery and adherence to performance metrics.
• Implement best practices/process improvements to optimize effectiveness.
• Establish, monitor, and achieve key performance indicators (KPIs) related to call center performance, including service level, first call resolution, and patient/ customer satisfaction.
• Own relationship with vendors to ensure proper routing of calls and reporting.
• Analyze data to make informed decisions and drive continuous improvement and scaling.
• Foster a patient/customer-centric culture and an exceptional customer experience.
• Implement strategies to enhance patient satisfaction.
• Collaborate with other departments, including clinical, IT, revenue cycle management, to ensure seamless communication and alignment of goals.
• Drives consistency in messaging.

Qualifications:

• Bachelor’s degree in business administration, management, or a related field preferred.
• 5-7 years’ experience in call center operations, with at least 3 years in a manager role.
• 3-5 years’ healthcare, medical practice/hospital, hospitality, and/or customer service experience.
• 3-5 years’ experience with call center technology/tools to include but not limited to, IVR, Telephony Equipment, Call Quality Tools.
• Excellent presentation skills and proficient use of presentation tools (PowerPoint, Canva)
• Proficient use of Microsoft 365 Products
• Self-motivated and able to thrive in a results-driven environment.
• Critical thinking and problem-solving skills
• Keen attention to detail and adherence to deadlines
• Excellent communication, interpersonal, and leadership skills.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Richmond, VA 23226