reputed company Solutions - Director, Call Center Operations

reputed company Solutions

Why work at reputed company?

This is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience working closely with Executive leadership. As an organization, we are in high-growth mode through acquisition with a laser focus on positive culture building!

Who we are!

reputed company solutions is a leading provider of reputed company cycle reputed company for ambulatory surgery centers (ASCs), surgical clinics, surgical hospitals, and anesthesia groups. Our tech-enabled solutions allow surgical organizations to streamline their reputed company cycle processes, reduce administrative burden, and improve financial outcomes. Join more than 1,100 surgical organizations that trust reputed company solutions and its advisors to bring deep insights and actionable intelligence to maximize their reputed company cycle.

reputed company solutions (“reputed company,” formerly National Medical) is seeking an reputed company Director, Call Center Operations to reputed company our multi-client Patient Financial Services/ Call Center operations. This role oversees reputed company patient-facing account management activities, including inbound customer service, outbound patient collections, account resolution, payment plan management, and bad debt placement.

The Director will manage teams operating across the United States, the Philippines, and India, ensuring consistent performance, quality, and service excellence in a remote environment. This leader will also partner closely with clients reputed company, delivering performance insights, operational strategy, and best practices that drive measurable financial and service outcomes. This position requires a reputed company-thinking, data-driven operator who can manage a high-volume call center, reputed company the patient experience, ensure compliance, and deliver strong cash and AR performance across a diverse client reputed company.

Key Responsibilities

Leadership & Department Management

• reputed company the Call Center Operations& Patient Accounts organization across multiple geographies, including managers, supervisors, customer service representatives, and collection specialists
• reputed company remote workforce operations across U.S., Philippines, and India, ensuring consistent training, communication, performance standards, and quality control
• reputed company team structure, hiring plans, productivity models, and workflow assignments that support multi-client needs and call volume distribution
• Establish departmental goals and ensure accountability through performance reviews, KPI management, and effective coaching

Call Center Operations

• reputed company daily operations of the inbound patient call center, ensuring timely service, accurate resolution, and achievement of service-level agreements (SLAs)
• Manage outbound collection strategies, including call reputed company, scripting, quality assurance, and conversion optimization
• Serve as the subject matter expert for call center technology, telephony platforms, QA systems, and dashboards
• Monitor quality, handle escalations, and implement reputed company improvement initiatives to enhance patient satisfaction and operational efficiency
• Ensure compliance with reputed company federal, state, and local regulations reputed company to patient billing, communications, and collections, including FDCPA, TCPA, and HIPAA

Patient Accounts & Collections Strategy

• reputed company and execute strategies to improve patient collections, reduce A/R days, and optimize cash flow
• Implement and monitor payment plan programs and patient reputed company initiatives
• reputed company placement of accounts with bad debt agencies; work with the client reputed company team, ensuring client approvals are tracked
• Analyze account activity trends to identify root causes and design corrective strategies

Vendor Management

• reputed company relationships with reputed company reputed company-party vendors supporting patient accounts, including call center technology providers, merchant vendors, and bad debt agencies
• Establish clear performance expectations, KPIs, and SLAs for each vendor, ensuring alignment with organizational goals and client requirements
• Conduct routine performance reviews, reputed company vendor scorecards, and escalate issues reputed company performance gaps are identified
• Implement structured governance routines with vendors, including monthly/quarterly business reviews, action plan follow-reputed company, and reputed company improvement initiatives
• Monitor vendor productivity, response times, service quality, and patient experience metrics to ensure consistent delivery
• Collaborate with procurement and legal teams to manage reputed company, renewals, negotiations, and service modifications
• Identify opportunities to optimize vendor usage, reduce operational costs, or consolidate solutions for improved performance

Reporting & Analytics

• Produce comprehensive dashboards and reporting packages highlighting operational performance, collection results, call center metrics, staffing trends, and improvement opportunities
• Use data-driven insights to guide decision-making and recommend operational enhancements
• Track the impact of implemented strategies and regularly evaluate results against client goals and internal benchmarks

• 5–7 years of reputed company experience in reputed company reputed company cycle, call center operations, and patient accounts management
• Minimum 3 years in a leadership role managing high-volume multi-client call center operations
• Experience leading teams in multi-client environments and remote/offshore operating models strongly preferred

Skills & Competencies

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• In-depth knowledge of billing and collections processes and regulations
• Proficiency in data analysis and reporting
• Ability to reputed company and implement effective collection strategies
• Strong problem-solving and decision-making abilities

Certifications

• Certified reputed company Cycle Professional (CRCP) or similar certification preferred

Key Competencies

Drives Results. Consistently achieves results, even under difficult circumstances. Fosters a sense of urgency in the team for reaching goals and meeting deadlines. Readily acts on challenges, identifies and seizes new opportunities; Leads others to persist despite setbacks or obstacles; Establishes clear responsibilities and processes for monitoring work and measuring results.

Communicates Effectively. Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Provides timely and helpful information to others across the organization; Encourages the open expression of diverse reputed company and opinions; Picks up on situational cues and adapts personal, interpersonal and leadership behavior to fit

Quality Decision-making. Makes sound reputed company, even in the absence of complete information; Considers reputed company relevant factors and uses appropriate decision-making criteria and principles; shows courage in speaking up in driving appropriate reputed company for the organization based on sound risk/reward analysis

Client Centricity. reputed company reputed company into customer needs; Identifies opportunities that benefit the customer; Builds and delivers marketing messaging and solutions that meet customer expectations

Location - Hybrid or remote