Job Title: Customer Experience Director
Job Overview:
We are seeking an experienced and strategic Customer Experience Director to lead high-volume contact center operations in a dynamic healthcare environment. This fully remote, direct-hire role requires residency in the Eastern time zone and offers an exciting opportunity to make a significant impact on patient experience and operational performance. You will oversee a large, geographically dispersed team and drive initiatives to improve service quality, efficiency, and technology adoption across multiple channels.
Compensation:
• Salary range: $140,000 – $160,000/year
• Bonus opportunities available
Work Schedule:
• Monday to Friday, 8:00 AM – 6:00 PM EST
Key Responsibilities of the Customer Experience Director:
• Provide strategic leadership for national contact center operations focused on patient experience across phone, chat, SMS, and self-service platforms.
• Align contact center goals with broader revenue cycle metrics, including first call resolution, NPS, call quality, and efficiency.
• Oversee a large team, including 3–5 direct reports and approximately 150 indirect reports, including both U.S.-based and international staff.
• Collaborate cross-functionally with departments such as billing, enrollment, IT, and client services to ensure patient-centric service delivery.
• Lead initiatives to implement and optimize technology solutions (CRM, IVR, AI chat, call routing).
• Build and develop leadership teams, creating a culture focused on accountability, coaching, and diversity.
• Drive improvements through data analysis, quality audits, and feedback loops.
• Manage workforce planning, budgeting, and technology investments.
• Support client relations and represent the organization in executive-level meetings and escalations.
• Lead vendor operations and occasional international travel as needed.
• Identify strategies to reduce call volume through self-service tools and FAQs while maintaining accessibility for all patient populations.
Qualifications and Skills for the Customer Experience Director:
• Bachelor’s degree required; Master’s degree in Healthcare Administration, Business, or related field strongly preferred.
• 10+ years of experience in healthcare call center operations or revenue cycle leadership.
• 5+ years managing large, multi-site or virtual contact center teams.
• Strong understanding of healthcare revenue cycle and patient access functions.
• Proven success in implementing technology solutions and improving patient satisfaction metrics.
• Exceptional communication and executive presence, with ability to influence stakeholders.
• Skilled in data analysis, performance improvement, and change management.
• Experience with CRM platforms and call center technology.
• Demonstrated commitment to inclusivity, equity, and patient-centered service.
Why Join Us?
This is a high-impact role where you can lead meaningful change in a mission-driven healthcare environment. You'll collaborate with top professionals across functions and geographies, champion innovation in patient experience, and build high-performing teams that make a difference in patients' lives every day.
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