Administrative Director Healthcare, Call Center

Director Of The Ambulatory Care Contact Center

The Director of the Ambulatory Care Contact Center provides operational leadership, oversight, and direction for a centralized ambulatory contact center supporting patient scheduling and access services across multiple clinical departments and specialties. This position is responsible for the day-to-day management, performance, and continuous improvement of contact center operations, ensuring consistent delivery of high-quality scheduling and customer service experiences for patients, providers, and clinical teams.

Through leadership of managers and supervisors, the Director develops and implements standardized workflows, quality management programs, workforce practices, operational policies, and performance improvement initiatives that support organizational goals and Patient Access Services priorities. The Director fosters a culture of accountability, collaboration, engagement, and continuous improvement while leading a large remote workforce.

This position leverages operational data, quality metrics, and industry best practices to drive performance, improve scheduling accuracy, maximize operational efficiency, and enhances patient experience. The Director collaborates closely with Patient Access Services leadership, Capacity Management, ambulatory operations leaders, clinical departments, faculty leadership, information technology teams, and other stakeholders to support effective patient access operations across the ambulatory enterprise.

Operational Leadership

• Provide strategic operational leadership and oversight of the Ambulatory Care Contact Center, ensuring achievement of established service, quality, productivity, and patient experience goals.
• Direct the daily operations of the contact center through managers and supervisors, ensuring efficient and consistent service delivery.
• Develop, implement, and maintain standardized scheduling workflows, policies, procedures, and operational practices.
• Lead process improvement initiatives that enhance scheduling efficiency, scheduling accuracy, productivity, and patient service outcomes.
• Identify and address operational barriers impacting performance through data analysis, root cause identification, and corrective action planning.
• Ensure operational practices align with organizational standards, regulatory requirements, and departmental expectations.
• Promote a culture of accountability, teamwork, professionalism, innovation, and continuous improvement.

Performance Management and Analytics

• Accountable for contact center performance and achievement of key performance indicators, including service level, average speed of answer, abandonment rate, quality scores, scheduling accuracy, productivity, and customer service metrics.
• Review and analyze operational, workforce, quality, and service performance data to identify trends, risks, and improvement opportunities.
• Develop and communicate regular performance reports and operational updates to Patient Access Services leadership and key stakeholders.
• Establish performance monitoring processes and action plans to ensure consistent achievement of organizational goals.
• Utilize operational data and analytics to support staffing decisions, workflow improvements, and service optimization efforts.

Quality and Continuous Improvement

• Establish and oversee a comprehensive quality management program focused on scheduling accuracy, customer service excellence, compliance, and first-time quality.
• Monitor quality outcomes through auditing, call evaluations, performance reviews, and customer feedback mechanisms.
• Lead root cause analysis activities and implement corrective action plans to improve operational performance and reduce variation.
• Apply Lean principles and continuous improvement methodologies to streamline processes, reduce waste, and improve value for patients and clinical partners.
• Ensure consistent application of scheduling standards and operational best practices across all supported departments.

Workforce Leadership and Development

• Lead, coach, and develop managers and supervisors responsible for contact center operations.
• Establish clear performance expectations and accountability measures at all levels of the organization.
• Foster a high-performing and engaged workforce through effective communication, recognition, training, and professional development.
• Support workforce planning activities to ensure appropriate staffing levels are maintained to meet operational demands and service…