Job Title: Customer Experience Director
Job Overview:
We are seeking an experienced and strategic Customer Experience Director to lead high-volume contact center operations in a dynamic healthcare environment. This fully remote, direct-hire role requires residency in the Eastern time zone and offers an exciting opportunity to make a significant impact on patient experience and operational performance. You will oversee a large, geographically dispersed team and drive initiatives to improve service quality, efficiency, and technology adoption across multiple channels.
Compensation:
• Salary range: $140,000 – $160,000/year
• Bonus opportunities available
Work Schedule:
• Monday to Friday, 8:00 AM – 6:00 PM EST
Key Responsibilities of the Customer Experience Director:
• Provide strategic leadership for national contact center operations focused on patient experience across phone, chat, SMS, and self-service platforms.
• Align contact center goals with broader revenue cycle metrics, including first call resolution, NPS, call quality, and efficiency.
• Oversee a large team, including 3–5 direct reports and approximately 150 indirect reports, including both U.S.-based and international staff.
• Collaborate cross-functionally with departments such as billing, enrollment, IT, and client services to ensure patient-centric service delivery.
• Lead initiatives to implement and optimize technology solutions (CRM, IVR, AI chat, call routing).
• Build and develop leadership teams, creating a culture focused on accountability, coaching, and diversity.
• Drive improvements through data analysis, quality audits, and feedback loops.
• Manage workforce planning, budgeting, and technology investments.
• Support client relations and represent the organization in executive-level meetings and escalations.
• Lead vendor operations and occasional international travel as needed.
• Identify strategies to reduce call volume through self-service tools and FAQs while maintaining accessibility for all patient populations.
Qualifications and Skills for the Customer Experience Director:
• Bachelor’s degree required; Master’s degree in Healthcare Administration, Business, or related field strongly preferred.
• 10+ years of experience in healthcare call center operations or revenue cycle leadership.
• 5+ years managing large, multi-site or virtual contact center teams.
• Strong understanding of healthcare revenue cycle and patient access functions.
• Proven success in implementing technology solutions and improving patient satisfaction metrics.
• Exceptional communication and executive presence, with ability to influence stakeholders.
• Skilled in data analysis, performance improvement, and change management.
• Experience with CRM platforms and call center technology.
• Demonstrated commitment to inclusivity, equity, and patient-centered service.
Why Join Us?
This is a high-impact role where you can lead meaningful change in a mission-driven healthcare environment. You'll collaborate with top professionals across functions and geographies, champion innovation in patient experience, and build high-performing teams that make a difference in patients' lives every day.
#LI-PSG
#LI-AR1
#LI-Remote
JOB OVERVIEW Job Title: Physician Gastroenterology Job Type: Locum Tenens Location: Dubois, PA Service Setting: Hospital Coverage Type: Call Only Coverage Period: 06/23/2025 09/23/2025 On-Call Shift Schedule: 24-hour call Call Type:...
...Psychiatry Physician - Psychiatrist Somers Point, New Jersey Job#16654798 Details: Excellent full-time opportunity for a Psychiatrist in South Jersey. Join a Cutting-edge dynamic group that values growth and creativity. Provide comprehensive outpatient...
...SUMMARY Provides fast, friendly service to all Price Chopper customers. Responsible for the operation of the meat department in the absence of the meat manager. Cuts all meat in accordance with trim "specs" and guidelines and ensures the quality and freshness of...
Job Introduction:The Dairy Clerk is responsible for keeping all store dairy and frozen cases stocked and clean during business hours. They are required to assist customers as needed while maintaining a friendly, energetic demeanor. This position requires adhering to all...
...3) you like a challenge; 4) you want to work-at-home? If so, you just found your perfect job!... ...outbound business to business (B2B) phone calls to potential clients. Your goal is to... ...B2B sales/appointment setting in a call-center environment ~ Proven history of success...