Director – Call Center Operations
Harbor Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Oversee call center operations for member services, claims, prior authorizations, appeals, and provider support
- Achieve monthly SLAs and implement corrective action plans for performance gaps
- Manage telephony systems, IVR routing, call queues, and optimize call center software functionality
- Hire, develop, and coach team members for performance excellence and career growth
- Ensure compliance with TDI, CMS, and government regulations; manage risks per compliance policies
- Create and maintain process flows, SOPs, and job aids for operational consistency
- Collaborate with vendors on system configurations and integrations
- Manage escalated calls and establish seamless handoffs with supporting teams
- Partner with business leaders to design metrics and dashboards with high analytical rigor
- Identify opportunities to improve efficiency, reduce costs, and enhance member/provider experiences
- Manage operational budgets and resource allocation
Requirements
- Bachelor's degree or 8+ years healthcare operations experience
- 6+ years managing payer health plan call centers covering claims, member services, appeals, and provider support
- Deep understanding of benefits, prior authorizations, claims processing, and appeals workflows
- Knowledge of call center functionality including IVR setup and queue management
- Experience developing operational SOPs and business requirement documents
- Proven ability to coach teams and manage multiple priorities independently
- Strong written and verbal communication skills
Benefits
- Opportunity to build and scale call center operations for a growing payvider startup
- Collaborative and dynamic work environment
- Team passionate about transforming healthcare delivery in Austin
- Competitive salary and benefits package
- Professional development and growth opportunities
- Transparent and unique startup culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center operationsclaims processingprior authorizationsappeals workflowsIVR setupqueue managementSOP developmentbusiness requirement documentsoperational budgetsresource allocation
Soft skills
coachingperformance managementcommunicationanalytical skillscollaborationproblem-solvingindependent managementteam developmentefficiency improvementcost reduction
Certifications
Bachelor's degree