Operations Director – Call Center

Esri

Operations Director in charge of Patient Access performance management at a fully remote medical contact center. Leading teams to meet service levels and operational goals.

Posted 6/5/2026full-timeRemote • Alabama, Florida, Louisiana, Mississippi, South Carolina, Tennessee, Texas • 🇺🇸 United StatesLead💰 $105,000 per yearWebsite

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction.
Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders.
Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution.
Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends.
Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics.
Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment.
Ensure operational leaders are reviewing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators.
Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience.
Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements.

Requirements

What you’ll need

Associate degree in Business Administration, Healthcare Administration, Operations Management, or related field required; bachelor's degree preferred.
Minimum of 5 years of call center/contact center operations experience required.
Minimum of 3 years of supervisory or management experience in a healthcare, medical call center, patient access, centralized scheduling, answering service, or customer service contact center environment required.
Experience managing remote or geographically dispersed employees strongly preferred.
Strong understanding of call center KPIs, including service level, abandonment rate, average handle time, schedule adherence, occupancy, productivity, quality, attendance, and customer/patient experience metrics.
Experience using workforce management, call center, telephony, reporting, HRIS, quality monitoring, AI-enabled workflow, or automation tools.
Proficiency with Microsoft Office, Outlook, Teams, Excel, PowerPoint, AWS Connect or similar contact center platforms, company-approved AI/automation tools, and other business communication/reporting tools.
Ability to understand and apply AI agents, AI workflows, and automation concepts to enhance human operator productivity, streamline post-call work, improve reporting, and support operational efficiency.
Ability to analyze operational data and convert findings into clear action plans.
Knowledge of HIPAA, PHI confidentiality expectations, healthcare call center operations, and patient/customer service standards.
Ability to work flexible hours as needed to support a 24/7 or extended-hours operation, client needs, urgent escalations, staffing gaps, or business continuity needs.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Esri Website LinkedIn All Job Openings 5001 - 10000 employees 🏢 Enterprise ☁️ SaaS 🤝 B2B Enterprise
SaaS
B2B Esri is a leading geospatial software company that develops ArcGIS, a comprehensive platform for mapping, spatial analytics, and location intelligence. Its products enable organizations across industries to integrate, visualize, and analyze geographic data for decision-making, operations, and digital twins, delivered via on-premises deployments, cloud services, APIs, and developer tools. Esri primarily serves enterprises, government agencies, and other organizations with B2B SaaS and platform solutions. Operations Director – Call Center Job not on LinkedIn 🔥 1 hour ago 🏈 Alabama, Florida, +5 more states – Remote 💵 $105k / year ⏰ Full Time 🔴 Lead 📞 Call Center Representative 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction.
Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders.
Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution.
Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends.
Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics.
Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment.
Ensure operational leaders are reviewing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators.
Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience.
Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements. 🎯 Requirements
Associate degree in Business Administration, Healthcare Administration, Operations Management, or related field required; bachelor's degree preferred.
Minimum of 5 years of call center/contact center operations experience required.
Minimum of 3 years of supervisory or management experience in a healthcare, medical call center, patient access, centralized scheduling, answering service, or customer service contact center environment required.
Experience managing remote or geographically dispersed employees strongly preferred.
Strong understanding of call center KPIs, including service level, abandonment rate, average handle time, schedule adherence, occupancy, productivity, quality, attendance, and customer/patient experience metrics.
Experience using workforce management, call center, telephony, reporting, HRIS, quality monitoring, AI-enabled workflow, or automation tools.
Proficiency with Microsoft Office, Outlook, Teams, Excel, PowerPoint, AWS Connect or similar contact center platforms, company-approved AI/automation tools, and other business communication/reporting tools.
Ability to understand and apply AI agents, AI workflows, and automation concepts to enhance human operator productivity, streamline post-call work, improve reporting, and support operational efficiency.
Ability to analyze operational data and convert findings into clear action plans.
Knowledge of HIPAA, PHI confidentiality expectations, healthcare call center operations, and patient/customer service standards.
Ability to work flexible hours as needed to support a 24/7 or extended-hours operation, client needs, urgent escalations, staffing gaps, or business continuity needs. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Contact Center Architect – Healthcare, Amazon Connect 🕒 Yesterday Brillio 1001 - 5000 🤖 Artificial Intelligence 🔒 Cybersecurity Website LinkedIn All Job Openings Contact Center Architect designing healthcare contact center solutions on Amazon Connect for Brillio. Engaging with business leaders to translate needs into technical architecture and drive integration. 🇺🇸 United States – Remote 💵 $75 - $80 / hour 💰 Private Equity Round on 2019-01 ⏰ Full Time 🟠 Senior 🔴 Lead 📞 Call Center Representative 🦅 H1B Visa Sponsor Contact Center Operations Consultant 🕒 5 days ago Miratech 501 - 1000 Website LinkedIn All Job Openings Contact Center Operations Consultant defining and driving the operational strategy for measurable business outcomes. Leading transformation projects leveraging modern CCaaS platforms. 🇺🇸 United States – Remote 💰 Private Equity Round on 2022-04 ⏰ Full Time 🟠 Senior 🔴 Lead 📞 Call Center Representative Contact Center Operations – Optimization Consultant 🕒 5 days ago Miratech 501 - 1000 Website LinkedIn All Job Openings Contact Center Operations Consultant leading operational strategy for Miratech's global clients. Focused on transforming contact center operations into measurable business outcomes. 🇺🇸 United States – Remote 💰 Private Equity Round on 2022-04 ⏰ Full Time 🟠 Senior 🔴 Lead 📞 Call Center Representative 🗣️🇪🇸 Spanish Required Contact Center Operations & Optimization Consultant 🕒 5 days ago Miratech 501 - 1000 Website LinkedIn All Job Openings Contact Center Operations & Optimization Consultant at Miratech driving operational strategy and transformation. Leading initiatives for measurable business outcomes in contact center operations. 🇺🇸 United States – Remote 💰 Private Equity Round on 2022-04 ⏰ Full Time 🟠 Senior 🔴 Lead 📞 Call Center Representative Director of BPO – Contact Center Sales 🕒 6 days ago NexGen Technologies, Inc. 51 - 200 🔒 Cybersecurity 🏛️ Government ☁️ SaaS Website LinkedIn All Job Openings Director of BPO & Contact Center Sales at NexGen Technologies focusing on revenue growth, market expansion, and strategic partnerships in outsourcing solutions. 🇺🇸 United States – Remote 💵 $80k - $100k / year ⏰ Full Time 🔴 Lead 📞 Call Center Representative View More Call Center Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

call center operationssupervisory experiencemanagement experienceKPI analysisoperational data analysisperformance managementstaffing managementworkflow managementautomation conceptspatient access workflows

Soft Skills

leadershipcommunicationproblem-solvingcoachingemployee accountabilityflexibilityorganizational skillsperformance improvementclient satisfaction focusteam management

Certifications

Associate degree in Business AdministrationAssociate degree in Healthcare AdministrationAssociate degree in Operations ManagementBachelor's degree in related field (preferred)