Director of Call Center Operations

A company is looking for a Director, Call Center Operations.

Key Responsibilities

Oversee call center operations for member services, claims, prior authorizations, appeals, and provider support

Achieve monthly SLAs and implement corrective action plans for performance gaps

Manage telephony systems, IVR routing, call queues, and optimize call center software functionality

Required Qualifications, Training, and Education

Bachelor's degree or 8+ years of healthcare operations experience

6+ years managing payer health plan call centers covering claims, member services, appeals, and provider support

Deep understanding of benefits, prior authorizations, claims processing, and appeals workflows

Knowledge of call center functionality including IVR setup and queue management

Experience developing operational SOPs and business requirement documents