Sr. Director, Clinical Call Center (Orlando)

Role : Senior Director, Call Center Operations

Location : Central Florida (On-site or Hybrid Preferred)

Terms : Direct Hire

Industry : Healthcare | Outpatient Cardiology | Patient Access Operations

Insure Technology is excited to partner with a rapidly growing healthcare organization to identify a highly experienced and forward-thinking Senior Director of Call Center Operations to lead their expanding multisite patient-access center. This is a critical leadership role supporting outpatient cardiac clinics across Central Florida, with a heavy focus on patient triage, scheduling, and care coordination.

This opportunity is ideal for a call center strategistnot someone focused on short-term fixes, but a leader capable of designing new workflows, implementing scalable processes, and building an operational foundation that improves patient experience at every touchpoint.

What Youll Lead

Oversee day-to-day operations of a multisite cardiovascular call center supporting triage, scheduling, and patient coordination

Design and implement standardized processes, call flows, operational KPIs, and performance dashboards

Build scalable systems aligned with organizational growth, avoiding temporary or reactive solutions

Partner closely with clinical and executive leadership to align call center operations with clinical priorities

Analyze call volume trends, staffing models, and technology utilization to optimize engagement and responsiveness

Lead and mentor supervisors, call agents, and scheduling teams

Ensure adherence to quality standards, HIPAA compliance, and patient service expectations

What Were Looking For

Required : Background leading a cardiovascular or cardiac-focused call center

Deep experience in patient triagebased call workflows, ideally in an outpatient clinical environment

Proven track record designing new operational structures, SOPs, and scalable workflow models

Demonstrated ability to collaborate directly with clinical decision makers, including cardiologists

Strong change-management capabilities with experience implementing modern call center tools and best practices

Position Details

On-site or hybrid leadership presence strongly preferred

Comprehensive benefits package including healthcare, PTO, paid holidays, and 401K

Why This Role Matters

This is a rare opportunity to influence patient access, care quality, and call-center modernization at scale. The organization is growing quickly across Central Florida, and they are seeking a leader who can architect systemsnot just maintain themand who thrives in environments where innovation, structure-building, and operational excellence are top priorities.