Director, Patient Services Operations

Responsibilities

• Own the Patient Services operational backbone end-to-end across Training & Enablement, Patient Billing, and Workforce Management.
• Establish standards, playbooks, documented workflows, and SLAs across patient-service pods.
• Diagnose current-state operations, clarify ownership, close process gaps, and design the future-state operating model and roadmap.
• Build a systemic training and enablement model to accelerate agent ramp-up, improve quality, and drive patient outcomes.
• Streamline patient billing operations across varied client terms, refund policies, and 4-, 8-, and 12-week billing cycles.
• Build workforce management practices covering forecasting, capacity planning, scheduling, and adherence for internal and BPO staff.
• Govern BPO vendor performance through scorecards, quality standards, train-the-trainer enablement, and volume/coverage models.
• Partner with Patient Services pod leaders and cross-functional teams to improve client and patient outcomes.
• Coordinate with Implementation, Customer Success, Supply Chain/Pharmacy, and Enterprise Technology on patient-impacting workflows, queues, and technical capabilities.
• Lead and develop the Manager of Training, Workforce Management Analyst, and Patient Billing team.
• Partner with Business Intelligence on metrics, dashboards, and reporting for SLA attainment, quality, and cost-to-serve.
• Safeguard clinical integrity and compliance, including HIPAA/PHI handling, documentation standards, and escalation pathways.

Requirements

• Bachelor's degree or equivalent practical experience.
• 8+ years of experience in healthcare, contact-center, or patient/customer operations, including 3+ years leading managers or multifunction teams.
• Experience building operational infrastructure at scale, including staffing and capacity models, SOPs, quality programs, and reporting.
• Hands-on experience in a high-volume call-center environment.
• Experience managing outsourced/BPO delivery to SLAs and quality standards.
• Fluency in workforce management concepts and data-driven staffing and process decisions.
• Experience owning or overseeing training and enablement for frontline teams.
• Healthcare compliance experience, including HIPAA/PHI.
• Excellent communication, leadership, and accountability skills.

Nice-to-Haves

• Healthcare or healthcare-adjacent operations experience, ideally in a B2B2C model.
• International BPO management experience.
• Billing operations experience in subscription or recurring-billing environments.
• Familiarity with Healthie, Zoho Desk, Amazon Connect, Zoho Analytics, Tableau, Confluence, or Litmos.
• Experience driving automation or self-service to deflect contact volume.

Benefits

• Medical, dental, and vision plans
• Flexible Spending and Health Savings Accounts
• Flexible PTO
• 401(k) with company match
• Life insurance
• Pet insurance