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Diana Health · 2 days ago

Director of Call Center Operations

United States

Full-time

Remote

Director/Executive

8+ years exp

Diana Health is a network of modern women’s health practices focused on improving maternity and women’s healthcare experiences. The role involves building and leading a remote call center and customer support operations team to ensure efficient and empathetic patient interactions across multiple healthcare sites.

Health CarePersonal HealthWellnessWomen's

Responsibilities

Build and lead a high-performing remote clinical call center and admin operations team serving multiple sites

Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance

Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency

Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms—to drive performance, and manage the support relationship with vendors

Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts

Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in clinic team

Recruit, train, and coach remote team members, building a culture of accountability and service excellence

Develop the strategic vision and operational roadmap for the function, aligning with organizational goals for patient experience, efficiency, and growth

Foster a culture of accountability, service excellence, and professional development across all remote teams

Document, and continuously refine Standard Operating Procedures (SOPs) for all call center and administrative workflows, ensuring consistency and compliance with healthcare regulations and company policies

Establish and manage clear Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality assurance standards across all sites and functions

Working with our product team, Identify and implement technology tools (e.g., telephony platforms, CRM/EMR integrations, workforce management tools, ticketing systems) that improve visibility, coordination, and performance

Partner with clinical operations, marketing, and technology product teams to ensure seamless integration between patient communications and practice operations

Monitor call volumes, response times, and resolution metrics, proactively identifying opportunities to optimize scheduling, staffing, and workflows

Lead continuous improvement initiatives—leveraging data, feedback, and best practices to elevate performance and enhance the patient experience

Develop and manage departmental budgets, forecasting staffing needs and operational expenses to meet growth objectives efficiently

Recruit, train, and mentor a team of remote call agents, team leads, and administrative specialists

Implement performance management systems and provide regular coaching to ensure consistent delivery of high-quality service

Promote cross-functional collaboration and alignment with clinical site leaders to ensure operational priorities are met

Qualification

Call center operationsProcess designPerformance optimizationData-driven mindsetHIPAA complianceCustomer service experienceTeam recruitmentLeadership skillsCommunication skillsRemote team management