Director of Call Center Operations

Job Details

Job Details

Job Location:

Clinical Support Center - Greenbelt, MD 20770

Position Type:
Full Time Salary Range: $ - $ Salary/year Travel Percentage:
Willingness to Travel On AssignmentCVR:
Where Purpose Meets Work-Life Balance

We believe that when people feel supported, they thrive. That's why Center for Vein Restoration (CVR) has created a healthcare workplace rooted in purpose, belonging, and trust, where every team member is empowered to grow, contribute, and make a positive impact.

With a 98% patient satisfaction rating, our success is driven by the people who show up every day with talent, passion, and heart. We support work-life balance through consistent weekday-only schedules with no nights, weekends, or on-call shifts. If you're looking for a place where your work truly matters, where you'll be encouraged, respected, compensated, and celebrated, we'd love to meet you!

The

Director of Patient Services is responsible for overseeing the daily call center operations of all inbound calls from new and existing patients as well as outbound calls to patients and prospects for all purposes where patient communication is needed. The Director of Patient Services leads the process of maximizing patient satisfaction and CVR revenues, as well as maximizing patient retention.

The Director serves as the operational owner of all call center systems and patient-facing communication workflows, including change governance for those systems. This role serves as the strategic leader for patient access, balancing exceptional patient experience, operational efficiency, technology innovation, physician support, and revenue growth while building a scalable, high-performing Patient Services organization.

Duties and Responsibilities:

• Leads a culture of continuous improvement by identifying operational inefficiencies, simplifying workflows, standardizing best practices, and implementing scalable solutions that improve patient access, employee productivity, and organizational performance
• Works closely with senior management to set and meet specific performance requirements for each of the inbound and outbound call programs
• Develops and executes the strategic vision and long-term roadmap for the Patient Services Center, ensuring alignment with organizational growth objectives and patient access initiatives.
• Establishes annual departmental goals, operational priorities, and success metrics that support company performance and objectives
• Manages daily operations to meet or exceed expected KPIs to ensure performance metrics are met. Runs weekly KPI reviews directly with senior management. If performance metrics are not being met, provides the necessary action plans and timelines for performance improvement
• Oversees workforce planning, forecasting, capacity management, and scheduling to optimize staffing levels while maintaining service level expectations and operational efficiency
• Maintains updated knowledge of all PSC performance requirements as well as company policies, procedures and adheres to the company mission and vision
• Owns operational initiatives end-to-end including planning, execution, and post-implementation verification
• Owns the strategy, governance, and continuous optimization of all patient-facing communication channels, including phone, SMS, email, AI assistants, IVA platforms, chat, and future digital engagement tools. Maintains oversight of communication workflows, routing logic, system configuration, and change governance to ensure operational excellence and an exceptional patient experience
• Evaluates training needs to ensure that all team members maintain current knowledge of multiple programs to deliver excellent customer service to patients
• Partners cross-functionally with Operations,…