Director, Field Support Operations

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the and has supported over 20,000 healthcare professionals and team members at more than 1,500 health and wellness offices across 52 states in four distinct categories : dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose : to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses : Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

Our continued growth has created an opportunity to join our Aspen Dental Field Operations Support Team as an Director, Field Support Operations.

Position Summary :

The Director of Field Support Business Operations will be the strategic thought partner and leader overseeing support operations for a small inbound service center. This leader will demonstrate strategic vision and operational excellence to meet strategic goals in a fast-paced, high-growth environment.

The Director’s success is measured by the organization’s ability to provide a high-quality patient experience while meeting Service Level Agreements (SLA), improving call performance, improving resource efficiency, and adapting new proven technologies to increase efficiency and achievement of metrics. In addition, this role actively contributes to the overall company operational targets and daily business decisions.

The Director of Field Support executes the vision for the operation ensuring that field support meets customer and organizational needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Customer Experience & Strategy Management

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call
• Develop career path / metrics for staff including implementation of succession planning processes utilizing the bench of talent to sustain company growth.
• Advocate talent training and development of team members to strengthen patient experience and to foster succession planning.
• Oversee executional aspects of field support management including setting SLAs, building effective processes leading to positive outcomes, and providing input on strategic updates
• Direct and manage a team that includes Supervisors and Field Support Agents
• Partner with WFM and Field Operations teams to provide recommendations on forecasting, staffing, hours of operation, and headcount with the goal of appropriate team coverage to hit SLAs and KPIs
• Collaborate with Other Field support Directors and PSC partners to ensure smooth operational processes and procedures and ability to successfully serve customers during operating hours
• Oversee Outbound and inbound call strategy including staffing, call prioritization, and efficacy to meet or exceed goals KPI
• Lead and participate on cross-functional teams which address strategic and business project with significant complexity and risk such as cost saving measure, efficiencies, regulatory and contractual requirements
• Actively oversees the hiring process for new team members
• Partner with Learning & Development to develop function-specific orientation and training programs for Field Support Agents
• Formulate policies and procedures that guide the Field support operations team and leads to efficient and effective performance
• Ensure compliance with regulatory guidelines (HIPAA and Privacy Act) and standards and other quality assurance programs
• Work with PSC teams & field operations teams to conduct thorough analysis of existing process workflows and systems to identify areas for improvement.
• Monitor and resolve gaps within overall customer experience scorecard for assigned division(s).
• Hold PSC teams accountable to defined Service Level Agreements and provide overall ticket management for assigned division(s).
• Understands the business structure of Aspen Dental Management, Inc. and its role as a support service provider for the Doctors and their practice.
• Lead change management initiatives that drive adoption, ease implementation, and position field for a customer service centric solution.
• Communicate key Initiatives / programs impacting Division.

Requirements / Qualifications

Salary starting at $110,000 with a 25% Quarterly incentive

A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match

Salary : $110,000