Director of Call Center Operations

Overview

At Anne Arundel Dermatology we give exceptional care - to our patients and to eachother. 

Patient First | Caring | Accountability | Trust | One Team | Growth

Founded 50 years ago with a mission to provide the highest quality and full spectrum of medical, surgical, and esthetic skin care services to each and every one of its patients, Anne Arundel Dermatology has assembled the finest group of dermatologists in the Mid-Atlantic and Southeastern states. With 250 clinicians and 110 locations in 7 states, we’re thriving, growing, and looking to add talented individuals to our team!

Why join Anne Arundel Dermatology?

We are committed to continual training and education for our physicians and staff. We are on top of the latest developments in dermatology including ongoing research, emerging treatments, new medications and prevention methods. You can find more than just a job with Anne Arundel Dermatology. We believe in providing our new associates with intensive hands on training and long-term career growth opportunities from within.

The Director of Call Center Operations plays a pivotal role within our organization, ensuring that our call center functions at the highest standards of patient commitment, efficiency, and professionalism. Reporting directly to the COO, this position demands flexible leadership, blending hands-on management with strategic executive planning. The role involves multi-site leadership with occasional travel and requires a proactive, "roll-up-your-sleeves" approach. The Director will lead by example, setting benchmarks for patient commitment, while supervising a team and collaborating across departments. Key responsibilities include performance goal setting, reporting, talent acquisition, training, coaching, handling escalations, and ensuring the call center's seamless integration with newly acquired locations.

Must reside in one of the following states: PA, MD, VA, DE, NC, TN, GA or FL

Salary range: 100-110k annually, plus bonus incentive

Responsibilities

Supervisory Responsibilities: (if applicable) 

• Lead by example, embodying the highest standards of patient commitment. 
• Establish and communicate call center, individual performer, and leadership performance goals. 
• Create and disseminate periodic performance reports to assess progress. 
• Participate in recruiting and interviewing processes to acquire top talent. 
• Review and maintain departmental training curriculum; conduct new-hire training. 
• Coach and develop Supervisor talent for enhanced performance. 

Duties/Responsibilities: 

• Handle patient and provider escalations effectively and professionally. 
• Collaborate closely with internal stakeholders, including providers, to ensure seamless operations. 
• Coordinate and integrate call center support for newly acquired or launched locations. 
• Maintain and update PSC job-aides, the PSC Quality program, and all documented resources. 
• Address challenges hindering the patient experience and overall practice performance. 
• Implement "Change Management" strategies to drive organizational transformation. 
• Achieve assigned call center performance goals, such as maintaining a 95% answer rate. 
• Contribute to the strategic vision of the organization and ensure its alignment with call center operations. 
• Other duties assigned as deemed necessary by management. 

Qualifications

Required Skills/Abilities: 

• Demonstrated confidence and leadership abilities to protect and drive the company mission. 
• Experience managing 7-12 direct reports, showcasing effective leadership in a dynamic environment. 
• Proficiency in patient databases/CRM systems, preferably NextGen and/or EMA. 
• Attention to detail, especially in professional writing skills and reporting methods. 
• Proficiency in patient databases/CRM systems, preferably NextGen and/or EMA. 
• Attention to detail, especially in professional writing skills and reporting methods. 

Licensure/Certifications/Education

Education and Experience: 

• At least 8 years of experience in a strategic leadership role within a healthcare scheduling environment.
• Bachelors degree required, or must have a minimum 10 years of experience, in lieu of degree. 
• Proficiency in patient databases/CRM systems, preferably NextGen and/or EMA. 
• Attention to detail, especially in professional writing skills and reporting methods. 

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer. 
• Must be able to lift 15 pounds at times. 

Full time employees (defined as regularly working at least 30 hours per week) are eligible for the following benefits:

• Medical, Dental & Vision insurance – effective 1st of the month after date of start
• Short-term and long-term disability, Voluntary life (employee, spouse, and child), Critical Illness, and Hospital Indemnity – Effective the 1st of the month following date of hire
• Company provided Basic Life/AD&D insurance
• Paid time off
• Paid holidays
• Retirement Savings account
• Employee discount on cosmetic services and products