Director of Patient Services
$110,000–$125,000 year
HybridGreenbelt, Maryland, United States
Job Summary
Oversee daily call center operations for inbound and outbound patient communications, managing workflows, change governance, and system configuration across phone, SMS, email, and AI platforms. Lead continuous improvement initiatives by identifying inefficiencies, standardizing best practices, and implementing scalable solutions that optimize patient access, employee productivity, and revenue growth. Establish annual departmental goals, manage workforce planning, and drive performance through weekly KPI reviews with senior leadership. Partner cross-functionally with Operations, Sales, Marketing, and IT to align patient journeys with organizational objectives while fostering a culture of recognition and continuous learning.
Required Qualifications
- High school diploma or equivalent
- Four years of call center supervisory or management experience, including experience at the director or senior manager level
- Minimum of three years leading managers, supervisors, or other people leaders
- Experience overseeing both inbound and outbound contact center operations
- Demonstrated experience managing workforce planning, forecasting, and operational performance in a high-volume environment
- Proven history of improving operational performance through process improvement, technology adoption, and data-driven decision making
- The ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team members
- Exceptional communication and organization skills include the ability and skills to present to the executive and board level members. Also includes the ability to translate operational needs into technical requirements for IT and analytics teams.
- Experience implementing or optimizing AI-enabled technologies, automation platforms, CRM systems, workforce management software, or contact center technologies
- Demonstrated success leading organizational change, operational transformation, and large-scale process improvement initiatives
- Proven experience managing leaders, including managers and supervisors, while building high-performing teams
- Strong financial acumen with experience managing departmental budgets, forecasting labor needs, and evaluating business cases for operational investments
- Demonstrated ability to analyze operational data, identify trends, and make strategic decisions that improve patient access, conversion, and overall business performance
- Familiarity with contact center software and related KPI's that drive productivity and performance
- Analytical, detail-oriented approach to problem solving and business growth
- Flexibility and adaptability as it relates to schedules, responsibilities and priorities
Desired Qualifications
- Bachelor's degree preferred
- Proficiency with at least one EMR or CMS/PMS system preferred
- Experience in physician medical practices preferred
- Healthcare, physician practice, ambulatory care, or multi-site healthcare operations experience preferred
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