Contact Center Director
il y a 3 jours
Richardson
Wellness Care, a TWG Company • Richardson, Texas • On-Site • Full-Time \n \n Come to Texas. Build Something That Matters. \n Wellness Care, a company under the umbrella of The Wellness Group, is a next-generation chronic care and transitional care management platform dedicated to transforming how patients are supported before, during, and after clinical encounters. Operating nationally, Wellness Care delivers Medicare-covered Chronic Care Management (CCM) and Transitional Care Management (TCM) through coordinated care teams. We unite around one mission: ensuring no patient is ever left behind. \n \n We are in an ambitious national growth phase and are building the team to match. \n \n This role will lead the operational engine behind patient outreach, enrollment, scheduling, clinical routing, and care team handoffs. Wellness Care's current workflows include Enrollment Specialists managing outreach, education, consent, data entry, and scheduling; providers completing telehealth visits and documentation; and RN/Care Pro teams receiving handoffs for ongoing care coordination. \n \n POSITION SUMMARY \n \n The Director, Contact Center Operations will own the performance, design, and daily execution of Wellness Care's contact center operations across sales, patient enrollment, clinic scheduling, clinical routing, and care team support. \n \n This is not a basic call center supervisor role. We are looking for a proven operator who has built or scaled a high-volume contact center before. The right person understands call routing, queue design, dialer strategy, workforce management, QA, scripts, dashboards, SOPs, escalation paths, and technology workflows. \n \n This leader will be responsible for making sure the right patient reaches the right team at the right time — whether that is enrollment, scheduling, clinical support, care coordination, or provider escalation. \n \n KEY RESPONSIBILITIES \n \n Contact Center Operations \n\n • Lead daily operations for inbound and outbound patient contact teams across enrollment, scheduling, sales support, clinic coordination, and clinical routing.\n, • Own call flow design, queue structure, routing logic, escalation paths, and service levels.\n, • Build and manage clear operating procedures for patient outreach, callbacks, missed calls, no-shows, reschedules, clinical escalations, and handoffs.\n, • Monitor real-time performance across call volume, answer rates, connection rates, no-show rate, hold times, abandonment, speed to answer, conversion, and follow-up completion — and drive actions that improve outcomes.\n, • Ensure every team understands where work belongs: enrollment, clinic, clinical, care team, scheduling, or leadership escalation.\n, • Create structure that improves speed from lead to enrollment, enrollment to visit, connection rate, and no-show rate while increasing active care management.\n\n Technology, Systems & Routing \n\n • Own the operational use of phone, SMS, CRM, scheduling, EMR, reporting, and workflow systems.\n, • Partner with technology and operations teams to improve dialer performance, routing logic, dashboards, queue visibility, automation, and reporting.\n, • Identify system gaps that slow down patient movement or create manual work.\n, • Build workflows that reduce dropped leads, missed callbacks, duplicate work, and patient confusion.\n, • Ensure contact center systems support sales, clinical, enrollment, and care coordination workflows.\n, • Maintain strong documentation around system use, queue ownership, and workflow changes.\n\n Process, SOPs & Quality \n\n • Create, refine, and enforce SOPs for all major contact center workflows.\n, • Standardize scripts, talk tracks, documentation expectations, and handoff requirements.\n, • Build QA scorecards for enrollment calls, scheduling calls, patient support calls, and escalation calls.\n, • Implement regular call listening, coaching, calibration, and quality reviews.\n, • Ensure teams document patient interactions accurately and consistently.\n, • Partner with compliance and clinical leadership to ensure patient-facing communication is appropriate, accurate, and compliant.\n\n Team Leadership \n\n • Lead, coach, and develop managers, team leads, enrollment specialists, scheduling coordinators, and call center support staff.\n, • Set clear performance expectations by role.\n, • Build a culture of accountability, urgency, kindness, and patient-first execution.\n, • Identify performance gaps quickly and implement coaching or corrective action.\n, • Support hiring, onboarding, training, scheduling, and workforce planning.\n, • Create team rhythms: daily huddles, performance reviews, QA calibration, and weekly operating reviews.\n\n Metrics & Performance Ownership \n This leader will own or heavily influence — with clear accountability for improving connection rate and reducing no-show rate: \n\n • Connection rate\n, • Lead-to-enrollment conversion\n, • Enrollment-to-visit completion\n, • No-show reduction\n, • Speed to first outreach\n, • Speed to scheduled visit\n, • Callback completion\n, • Abandonment rate\n, • Average handle time\n, • Quality assurance scores\n, • Documentation accuracy\n, • Patient complaint resolution\n, • Clinical escalation routing accuracy\n, • Team productivity and attendance\n\n \n REQUIRED EXPERIENCE \n \n\n • 6+ years of contact center, call center, customer operations, patient access, sales operations, or high-volume service operations experience.\n, • 3+ years managing managers, team leads, or multi-team operations.\n, • Proven experience improving measurable contact center performance.\n, • Experience with inbound and outbound call operations.\n, • Strong understanding of routing, queues, dialers, call dispositions, QA, workforce management, and reporting.\n, • Experience building or improving SOPs, scripts, dashboards, training programs, and operating rhythms.\n, • Strong analytical ability; must be comfortable using data to identify bottlenecks and drive action.\n, • Strong communication skills and ability to work cross-functionally with sales, clinical, technology, compliance, and executive leadership.\n\n \n PREFERRED EXPERIENCE \n \n\n • Healthcare contact center, patient access, telehealth, or clinical operations experience.\n, • Experience supporting both sales and clinical workflows.\n, • Experience with Aircall, Five9, NICE, Talkdesk, RingCentral, HubSpot, Salesforce, EMR, EHR, scheduling, or patient engagement platforms.\n, • Experience designing workflows for no-show reduction, patient scheduling, appointment reminders, benefits explanation, consent, or care team handoffs.\n, • Familiarity with HIPAA, patient communication standards, and healthcare documentation expectations.\n, • Bilingual English/Spanish team leadership experience is a plus.\n\n \n WHAT SUCCESS LOOKS LIKE IN THE FIRST 90 DAYS \n \n\n • Clear ownership map for every inbound and outbound call type.\n, • Clean routing between enrollment, clinic, clinical, scheduling, and care teams.\n, • Call center technology chosen and deployed.\n, • Standardized call dispositions and reporting.\n, • Improved callback discipline and queue visibility.\n, • Reduced leakage between enrollment and completed visit, with measurable improvement in connection rate and no-show rate.\n, • Stronger QA process and coaching rhythm.\n, • Clear daily dashboard for leadership.\n, • Fewer patient handoff failures, missed calls, and no-show gaps.\n\n \n SCHEDULE \n \n Monday–Friday, operating hours 9am–6pm with flexibility required based on operating needs. Occasional evenings or weekends may be needed during growth periods, pilots, or major operational launches.
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