Director, Call Center – REMOTE

AMC Health
  • Post Date: January 14, 2025
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Job Overview

logoAMC Health was founded on the belief that we can make a difference in the lives of members and patients in the comfort of their own home. We believe health plans are poised to change the face of quality care in America in meaningful ways. Even with a complex and evolving healthcare model, payers are uniquely positioned to drive positive outcomes for patients. Health plans that invest in innovative programs and digital technology will improve high-quality access and care for all populations, including those who need it most.
Our mission is to empower health plans and, together, drive lasting, positive change in people’s lives.
AMC Health seeks a Call Center Director who will be responsible for overseeing the daily operations of a remote customer service team in a healthcare-focused environment. This role ensures exceptional patient engagement, adherence to KPIs, and operational efficiency. The Manager will collaborate closely with leadership, contribute to hiring and training initiatives, and manage team performance to deliver high-quality support.
Key Responsibilities
Team Leadership and Development:Manage and lead a fully remote team of Customer Service Specialists and Team Leads.Provide coaching, mentorship, and regular performance feedback to drive engagement and professional growth.Assist in recruitment and onboarding of new team members in collaboration with HR, Training Department and leadership.Operational Oversight:Monitor team performance metrics, including registration rates, response times, and cancellation trends, ensuring goals are met.Develop and refine workflows and processes to optimize operational efficiency.Ensure compliance with healthcare standards, company policies, and data privacy regulations.Technology Utilization:Leverage tools like Genesys, or other call center phone systems, CRM platforms, and Microsoft Office Suite to manage operations and track team performance.Provide input on technology enhancements to improve patient engagement and operational outcomes.Process Improvement and Reporting:Analyze key performance indicators and generate regular reports for leadership.Lead initiatives to streamline workflows and enhance the patient experience.Communicate updates on policies, procedures, and process changes to the team.Client and Escalation Support:Serve as a point of escalation for patient or client issues, ensuring prompt and effective resolution.Build and maintain productive relationships with internal and external stakeholders.Collaboration with Leadership:Work closely with the Director of Service Operations to align team strategies with organizational objectives.Contribute insights to strategic planning and team improvement discussions.CompetenciesProven experience managing teams in a remote environment.Strong leadership and team development skills.Proficiency with call center phone systems, Genesys phone system experience a plus, CRM platforms, such as ZenDesk, and Microsoft Office Suite.Excellent communication, problem-solving, and decision-making abilities.Ability to manage multiple priorities and meet deadlines in a fast-paced environment.QualificationsEducation: Bachelor’s degree in Business Administration, Healthcare Management, or a related field, or equivalent work experience.Experience:Minimum of 3 years managing customer service teams in a remote environment.At least 3 years of experience in a healthcare-related customer service role.Skills:Strong understanding of healthcare organization engagement and support workflows and patient engagement strategies.Experience with telehealth, remote patient monitoring, or similar healthcare technologies is a plus.Work EnvironmentFully remote position requiring a private dedicated home office setup.High-speed internet connection with the ability to connect via Ethernet.
Disclaimer:The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.AMC Health is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.
Job Type: Full-time
Pay $90,000 – $110,000
Benefits:401(k)Dental insuranceHealth insuranceLife insurancePaid time offVision insurance
Work Location: Remote

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