Director, Customer Service & Call Center Ops

The Director of Customer Service & Call Center Operations is a senior leadership role responsible for building, leading, and continuously elevating a culturally competent, high-performing contact center that serves a predominantly Asian elderly Medicare population, along with affiliated PCP practices, providers, and broker/agent partners within a fully delegated, full-risk PCP IPA / MSO environment.

This role goes beyond traditional call center management. The Director is a culture carrier, people leader, and patient experience champion—deeply accountable for how patients, families, providers, and partners feel when they interact with the organization. Success is defined not only by efficiency metrics, but by trust, empathy, access, resolution, and continuity of care.

The ideal candidate blends operational rigor with emotional intelligence, understands the nuances of serving Asian senior populations (language, cultural expectations, family dynamics), and can nurture frontline teams to deliver warm, respectful, and reliable service while operating at scale in a value-based care model.

Core Mandate

• 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

Key Responsibilities

1. Patient, Provider & Partner Experience Leadership (Primary Focus)

• 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

2. People Leadership, Coaching & Culture Building

• 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

3. Contact Center Operations & Performance Excellence

• 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

4. Value-Based Care Enablement & Clinical Partnership

• 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

5. Technology, Systems & Continuous Improvement

• 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

6. Compliance, Governance & Risk Management

• 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

Qualifications

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

Highly 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

Key Leadership Competencies

• Deep empathy and cultural awareness
• Strong people leadership and coaching mindset
• Operational discipline with a service-first lens
• Data-driven yet human-centered decision-making
• Cross-functional collaboration and influence
• Calm, credible, and compassionate executive presence

Success Metrics (Illustrative)

• Improved patient, provider, and broker satisfaction scores
• Reduced complaints and escalations
• Improved access metrics (ASA, abandonment, scheduling turnaround)
• Higher first-contact resolution
• Improved staff engagement and retention
• Demonstrated contribution to VBC quality and experience outcomes

AMM BENEFITS

When you join AMM, you’re not just getting a job—you’re getting a benefits package that puts YOU first:

• 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!