Homebase Medical · 3 days ago
Director, Contact Center Specialty Operations
Long Beach, CA
Full-time
Onsite
Director/Executive
$148K/yr - $214K/yr
7+ years expHomebase Medical is a nonprofit health organization dedicated to improving care for older adults. The Director of Contact Center Specialty Operations is responsible for managing and evolving the specialty and digital components of the contact center service delivery ecosystem, working cross-functionally to ensure high-quality service experiences for members.
Hospital & Health Care
Responsibilities
Vendor & Partner Oversight: Establish governance and manage relationships with BPO vendors to ensure performance, quality, and compliance with SLAs and regulatory standards. Develop and drive strategies for assessing and improving vendor performance to support efficient, member-focused service delivery
Omnichannel Strategy & Execution: Drive the development, strategy, and performance of digital and written service channels (chat, secure message, email, SMS), ensuring timely, accurate, and member-friendly interactions
Conversational AI & Virtual Agents: Oversee the strategy, architecture, and optimization of virtual agent and chatbot capabilities, collaborating with product and IT teams to expand self-service solutions and enhance the overall member experience
Language-Access Pods: Lead specialty teams (pods) delivering culturally and linguistically appropriate services for members who speak languages other than English and Spanish. Oversee the operating model and performance standards for these multilingual service environments
In-Person Service Models: Lead the strategy and operations of in-person service delivery channels—such as member centers or pop-up sites—with a focus on accessibility, personalization, and community engagement
Team Leadership: Build and guide high-performing, mission-driven teams while fostering a culture of continuous improvement, inclusivity, and service excellence
Analytics & Improvement: Use data and member feedback to identify pain points, refine workflows, and enhance member experiences across all specialty service touchpoints
Cross-Functional Collaboration: Partner with technology, digital, analytics, compliance, and clinical teams to integrate operations into enterprise-wide strategies supporting our evolving service ecosystem
We seek Rebels who are curious about AI and its power to transform how we operate and serve our members
Actively support the achievement of SCAN’s Vision and Goals
Other duties as assigned
Qualification
Required
7–10 years of leadership experience in contact center or service operations, with direct oversight of specialty or non-call center functions
Experience managing BPO or vendor operations in a regulated environment
Proven track record driving performance in omnichannel environments and/or virtual agent tools
Preferred
Bachelor's Degree in Business, Health Administration, or a related field; or equivalent experience preferred
Healthcare experience strongly preferred
Benefits
An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)
11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) Retirement Saving Plan with employer match
Robust employee recognition program
Tuition reimbursement
Company
Homebase Medical
Homebase Medical is getting back to basics.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Amit Patel, MHA
Chief Operating Officer
Archita Sood
Chief Medical Officer
Company data provided by crunchbase