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Location: Dover, DE
Duration: Permanent
Responsibilities
- Leads team performance and accountability, defining KPIs, monitoring outcomes, and driving action plans aligned to department goals
- Ensures high-quality patient experience by enforcing service standards, resolving escalations, and maintaining strong provider relationships
- Manages hiring, onboarding, coaching, and ongoing development of contact center staff, including remote and on-site teams
- Oversees conflict resolution and ensures adherence to scheduling best practices, access goals, and organizational values
- Drives operational excellence through workflow optimization, cross-department collaboration, compliance oversight, quality assurance, reporting, and technical support
- Brings 2+ years of leadership experience (5+ preferred) with a background in healthcare, call centers, patient access, and/or revenue cycle operations
- 100% on-site role
