Director, Customer Experience Billing Operations (Remote)

The Director of Patient Customer Service Operations Support is responsible for leading the strategic and operational backbone of a high\-volume, omnichannel patient contact center. This role oversees workforce management, quality assurance, training and development, performance analytics, and continuous improvement initiatives to ensure exceptional patient experiences across all channels (phone, chat, email, and digital platforms). This leader partners cross\-functionally to align operational capabilities with organizational goals, optimize efficiency, and drive measurable improvements in patient satisfaction, access, and service delivery. Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status. **Strategic Leadership** * Define and execute the long\-term vision for contact center support functions, aligning with enterprise patient experience and access strategies * Serve as a key advisor to senior leadership on operational performance, capacity planning, and service delivery innovation * Lead transformation initiatives, including technology adoption, process optimization, and omnichannel integration **Workforce Management (WFM)** * Oversee forecasting, capacity planning, scheduling, and real\-time management for a high\-volume contact center * Ensure optimal staffing models to balance service levels, cost efficiency, and patient access * Implement and refine WFM tools and methodologies to improve accuracy and responsiveness **Quality Assurance (QA)** * Establish and maintain a comprehensive QA framework to monitor and improve patient interactions * Drive consistency in service delivery, compliance, and patient\-centered communication * Leverage QA insights to inform coaching, training, and process improvements **Training \& Development** * Lead the design and execution of onboarding and continuous training programs for contact center staff and leadership * Ensure training aligns with clinical, regulatory, and service excellence standards * Foster a culture of continuous learning, coaching, and professional development **Performance Analytics \& Reporting** * Develop and manage KPIs, dashboards, and reporting frameworks to monitor operational performance and patient experience * Translate data into actionable insights to drive decision\-making and continuous improvement * Analyze trends in call volume, patient needs, and agent performance to inform strategy **Operational Excellence \& Continuous Improvement** * Identify and implement process improvements to enhance efficiency, reduce friction, and improve