Operations Director (Call Center Remote)

**Job Summary** The Operations Director \- Patient Access is responsible for strategic and day\-to\-day operational leadership, performance management, and service delivery of Call 4 Health's Patient Access department in a fully remote medical contact center environment. This position oversees Patient Access Managers, Floor Managers, Team Leads, Supervisors, and other assigned operational leaders responsible for patient/customer interactions, appointment scheduling support, answering service workflows, client\- specific call handling, service level performance, quality expectations, schedule adherence, productivity, attendance, and employee performance. This role is accountable for ensuring Patient Access operations are properly staffed, monitored, coached, and managed to meet client service level agreements, internal performance goals, compliance requirements, and patient/customer experience standards. The Operations Director works closely with Workforce Management, Performance Development/Quality Assurance, Human Resources, Payroll, Client Relations, Information Technology, and senior leadership to ensure consistent execution of operational expectations across all Patient Access teams. Because Call 4 Health operates as a remote medical contact center, this role requires strong remote leadership, real\-time performance oversight, clear communication, data\-driven decision\-making, and the ability to hold employees accountable in a virtual work environment. **The Operations Director should have a working understanding of AI agents and AI\-enabled workflows and be able to apply them to improve human agent productivity, strengthen operational oversight, streamline processes, automate post\-call work, and support administrative or workflow\- related tasks while maintaining HIPAA/PHI safeguards and data privacy expectations.** **Essential Duties and Responsibilities** The following duties and responsibilities reflect the primary expectations of this position but are not intended to be all\-inclusive. Additional duties may be assigned based on department, client, accreditation, compliance, or business needs. **Operations Leadership and Department Oversight** * Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction. * Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders. * Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution. * Monitor real\-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends. * Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate