Advanced Medical Management, Inc. · 15 hours ago
Director, Customer Service & Call Center Ops
Long Beach, CA
Full-time
Onsite
Director/Executive
$175K/yr - $185K/yr
7+ years expAdvanced Medical Management, Inc. is seeking a Director of Customer Service & Call Center Operations, a senior leadership role focused on enhancing service delivery for a predominantly Asian elderly Medicare population. The role involves leading a high-performing contact center, ensuring culturally competent care, and fostering a patient-first service philosophy.
Health CareHospital
Responsibilities
Create a best-in-class service experience for Asian elderly patients and their caregivers
Develop and inspire customer service teams to lead with empathy, accountability, and cultural sensitivity
Operate a highly efficient, compliant, and technology-enabled contact center aligned with VBC outcomes
Serve as a trusted partner to providers, practices, and brokers by resolving issues quickly and professionally
Translate patient and provider experience into measurable improvements in access, quality, and satisfaction
Champion a patient-first, culturally aligned service philosophy tailored to Asian elderly populations and their families
Ensure all interactions reflect empathy, patience, clarity, and respect—especially for seniors navigating complex healthcare systems
Establish service standards that prioritize: Timely access to care, Clear communication (including multilingual support where applicable), First-contact resolution, Proactive follow-up and service recovery
Oversee service delivery for: Patients & caregivers, PCP offices and practice staff, Specialists and ancillary providers, Brokers and agents supporting enrollment and retention
Act as the voice of the customer, translating feedback, complaints, and trends into actionable improvements
Lead, mentor, and develop managers, supervisors, and frontline customer service representatives
Build a supportive, respectful, and accountable culture where staff feel valued, trained, and empowered
Emphasize leadership behaviors centered on: Compassion and patience, Coaching vs. command-and-control, Psychological safety and professionalism
Design and oversee robust onboarding and ongoing training programs covering: Customer service excellence in healthcare, Cultural humility and sensitivity for Asian senior populations, Medicare Advantage and VBC fundamentals, De-escalation, difficult conversations, and service recovery
Proactively address performance gaps through coaching, development plans, and clear expectations
Own day-to-day and strategic operations across all service channels: Phone (inbound/outbound), Patient portals, Email and digital engagement
Establish, monitor, and continuously improve KPIs, including: CSAT / Patient Satisfaction, NPS, First Call Resolution (FCR), Average Speed of Answer (ASA), Abandonment Rate, Call Quality Scores, Provider & Broker Satisfaction Metrics
Optimize workforce management, scheduling, call routing, and staffing models to support growth and seasonality (e.g., AEP/OEP)
Use data and dashboards to identify trends, root causes, and opportunities for improvement
Ensure contact center workflows actively support VBC success, including: Appointment access and adherence, Care gap outreach and closure, Annual Wellness Visits (AWVs), Preventive screenings and follow-ups, Post-discharge and high-risk member outreach
Partner closely with Clinical Ops, Quality, Care Management, and Provider Engagement teams to align messaging and workflows
Reinforce patient education and engagement that drives improved outcomes, STAR/HEDIS performance, and retention
Partner with IT and vendors to optimize and evolve contact center infrastructure, including: Telephony and cloud contact center platforms, CRM and ticketing systems, IVR and call routing logic, Call recording, QA, and analytics tools
Leverage automation and AI thoughtfully to support—not replace—human service, especially for elderly patients
Drive process standardization while maintaining flexibility for patient-specific needs
Ensure full compliance with HIPAA, CMS, Medicare Advantage, and state regulatory requirements
Maintain strong documentation, QA processes, and audit readiness
Establish escalation protocols for complaints, grievances, and sensitive patient issues
Qualification
Required
Bachelor's degree in Healthcare Administration, Business, or related field is preferred
7–10+ years of progressive leadership experience in healthcare customer service or contact center operations
Demonstrated experience supporting Medicare Advantage, Value-Based Care, IPA/MSO, ACO, or managed care environments
Proven track record of leading, coaching, and retaining large frontline service teams
Strong understanding of patient experience metrics and healthcare access workflows
Preferred
Experience serving Asian, immigrant, or senior populations in healthcare settings
Multilingual experience or leadership of multilingual teams (e.g., Korean, Chinese, Vietnamese, Tagalog)
Prior experience with PCP IPA or fully delegated MSO models
Familiarity with EMRs, CRMs, workforce management tools, and patient engagement platforms
Lean, Six Sigma, CX, or Service Excellence certifications
Benefits
Health Coverage You Can Count On: Full employer-paid HMO and the option for a flexible PPO plan.
Wellness Made Affordable: Discounted vision and dental premiums to help keep you healthy from head to toe.
Smart Spending: FSAs to manage healthcare and dependent care costs, plus a 401(k) to secure your future.
Work-Life Balance: Generous PTO, 40 hours of sick pay, and 13 paid holidays to enjoy life outside of work.
Career Development: Tuition reimbursement to support your education and growth.
Team Fun: Paid company outings and lunches because we work hard, but we also know how to have fun!
Company
Advanced Medical Management, Inc.
Advanced Medical Management, Inc.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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