Director of Call Center Operations Full Time NEW

About Diana Health

Diana Health is a network of modern women’s health practices working in partnership with hospitals to reimagine the maternity and women’s healthcare experience. We are restructuring the traditional approach to care to create an experience that is good for patients and good for providers. We do that by combining a tech-enabled, wellness-focused care program that women love with a clinical system that helps us drive continuous quality improvement and ensure work-life balance for our care team. We work with clients across all life stages to empower and support them to live happier, healthier, more fulfilling lives.

With strong collaborative care teams; passionate administrators and a significant investment in operational support, Diana Health employees are well-supported to bring their very best to the work they love. Come join us!

About The Role

We’re looking for an experienced and strategic operator to build and lead our call center and customer support operations across multiple healthcare sites. You’ll oversee a team of remote call agents and administrative support staff, ensuring every patient interaction is efficient, empathetic, and seamless.

This team plays a central role in building and maintaining trust with our patients—often serving as their first and most frequent point of contact. By providing responsive, compassionate support, you’ll help ensure that every patient’s experience with our organization feels smooth, coordinated, and personal.

This is a hands-on leadership role for someone who loves to build from the ground up—revamping processes, selecting the right technology, and setting clear performance standards to scale a best-in-class support function.

What You’ll Do

• Build and lead a high-performing remote clinical call center and admin operations team serving multiple sites.
• Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance.
• Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency.
• Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms—to drive performance, and manage the support relationship with vendors
• Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts.
• Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in clinic team.
• Recruit, train, and coach remote team members, building a culture of accountability and service excellence.

What You’ll Bring

• 8+ years of experience in call center, customer service, or patient access operations—ideally in a multi-site healthcare or service organization.
• Proven success building or transforming a support operation, including process design, tool selection, and performance optimization.
• Strong data-driven mindset; comfortable managing to metrics and dashboards.
• Excellent leadership, communication, and remote-team management skills.
• Knowledge of HIPAA compliance and patient privacy standards.
• Bachelor’s degree required; Master’s preferred.

Key Responsibilities

Leadership & Strategy

• Build and lead a high-performing remote call center and administrative operations team supporting multiple clinical sites.
• Develop the strategic vision and operational roadmap for the function, aligning with organizational goals for patient experience, efficiency, and growth.
• Foster a culture of accountability, service excellence, and professional development across all remote teams.

Operational Design & Process Management

• Document, and continuously refine Standard Operating Procedures (SOPs) for all call center and administrative workflows, ensuring consistency and compliance with healthcare regulations and company policies.
• Establish and manage clear Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality assurance standards across all sites and functions.
• Working with our product team, Identify and implement technology tools (e.g., telephony platforms, CRM/EMR integrations, workforce management tools, ticketing systems) that improve visibility, coordination, and performance.
• Partner with clinical operations, marketing, and technology product teams to ensure seamless integration between patient communications and practice operations.

Performance & Optimization

• Monitor call volumes, response times, and resolution metrics, proactively identifying opportunities to optimize scheduling, staffing, and workflows.
• Lead continuous improvement initiatives—leveraging data, feedback, and best practices to elevate performance and enhance the patient experience.
• Develop and manage departmental budgets, forecasting staffing needs and operational expenses to meet growth objectives efficiently.

People Management

• Recruit, train, and mentor a team of remote call agents, team leads, and administrative specialists.
• Implement performance management systems and provide regular coaching to ensure consistent delivery of high-quality service.
• Promote cross-functional collaboration and alignment with clinical site leaders to ensure operational priorities are met.

Benefits

• Competitive compensation
• Medical, dental & vision plans, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful