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Harbor Health · 2 weeks ago

Director, Call Center Operations

United States

Full-time

Remote

Director/Executive

6+ years exp

Harbor Health is transforming healthcare in Austin through collaboration and innovation as a payvider. The Director, Call Center Operations ensures operational excellence, regulatory compliance, and member/provider satisfaction across Harbor Health's integrated payvider model, overseeing call center operations and managing various aspects of operational performance.

Health CareMedicalmHealthPersonal HealthWellness

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

Hire, develop, and coach team members for performance excellence and career growth

Ensure compliance with TDI, CMS, and government regulations; manage risks per compliance policies

Create and maintain process flows, SOPs, and job aids for operational consistency

Collaborate with vendors on system configurations and integrations

Manage escalated calls and establish seamless handoffs with supporting teams

Partner with business leaders to design metrics and dashboards with high analytical rigor

Identify opportunities to improve efficiency, reduce costs, and enhance member/provider experiences

Manage operational budgets and resource allocation

Qualification

Healthcare operations experienceCall center managementRegulatory compliance knowledgeOperational SOP developmentAnalytical skillsTeam coachingExcel proficiencyPowerPoint proficiencyCommunication skills