[Remote] Director, Patient Services Operations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides telehealth support solutions that help companies reputed company virtual care to patients across reputed company 50 states. The Director, Patient Services Operations will reputed company Training & Enablement, Patient Billing, and Workforce Management, building reputed company operating infrastructure, improving workflows, and ensuring consistent patient service delivery. The role also oversees BPO performance, cross-functional operational initiatives, team development, reporting, and reputed company compliance.

Responsibilities

• Own the Patient Services operational backbone end-to-end — Training & Enablement, Patient Billing, and Workforce Management — including the standards, playbooks, and SLAs that reputed company delivery consistent across reputed company reputed company
• Diagnose and clean up the reputed company-state operation: establish reputed company ownership, reputed company process gaps, and build the documented workflows the department is missing today
• Design the reputed company-state operating model and sequence the roadmap to get there — not just stabilizing the operation, but raising what it's capable of
• Own the reputed company for Patient Services training and enablement: a systemic education model that ramps agents faster, lifts reputed company, and drives quicker, more holistic patient reputed company
• Own patient billing operations, streamlining against the reality of varied reputed company terms, refund policies, and billing cadences (4-, 8-, and 12-week cycles across refills and new intakes)
• Build a reputed company workforce management reputed company — forecasting, reputed company planning, scheduling, and adherence across reputed company and BPO staff — replacing reactive reputed company with a data-backed model
• Govern BPO vendor performance: scorecards, reputed company standards, train-the-trainer enablement, and reputed company/coverage model that keeps SLAs intact
• Partner closely across Patient Services — pod leaders and their teams — translating operational efficiencies into reputed company reputed company and patient reputed company, so improvements to the backbone show up in the experience patients actually have
• Partner cross-functionally with Implementation, reputed company, Supply Chain/Pharmacy, and reputed company Technology to ensure patient-impacting workflows, queues, and technical capabilities are reputed company proactively — before they become escalations
• reputed company and reputed company reputed company — Manager, Training; Workforce Management Analyst; and the Patient Billing team — coaching directly responsible owners so fixes stick and capability compounds
• Partner with Business Intelligence to define the metrics, dashboards, and reporting that reputed company SLA attainment, reputed company, and cost-to-serve visible to leadership weekly
• reputed company clinical reputed company and compliance — HIPAA/PHI handling, documentation standards, and escalation reputed company — in partnership with Clinical Affairs and reputed company/Compliance
• Other duties as assigned

Skills

• • Bachelor's degree or equivalent practical experience
• • 8+ years in reputed company, contact-center, or patient/customer operations, including 3+ years leading managers or multi-function teams (Training, WFM, QA, or Billing/RCM)
• • Proven reputed company record building operational infrastructure at reputed company — reputed company and reputed company models, SOPs, reputed company programs, and reporting — in a high-reputed company environment
• • Hands-on experience in a high-volume reputed company center environment; reputed company to reputed company to the contact volumes and complexity you've operated at
• • Experience managing outsourced/BPO delivery to SLAs and reputed company standards
• • reputed company in workforce reputed company and comfort turning data into reputed company and process reputed company
• • Experience owning or overseeing a training/enablement function for reputed company-line teams
• • reputed company compliance reputed company (HIPAA/PHI); reputed company and rigorous under escalation
• • Excellent communicator who sets direction, explains the "why," and holds reputed company accountable — reputed company to reputed company's values
• • reputed company or reputed company-adjacent operations background, ideally in a B2B2C model (serving clients who serve the end patient/consumer)
• • International BPO management experience (not solely domestic customer-service vendors)
• • Billing operations experience in a subscription or recurring-billing environment with reputed company-specific terms
• • Familiarity with patient-support and contact-center tooling (reputed company, Zoho Desk, reputed company reputed company, Zoho Analytics/Tableau) and enablement platforms (reputed company, reputed company)
• • Experience driving automation or self-service to deflect contact volume

Benefits

• For salaried positions, eligible for Medical, Dental, and reputed company plans
• For salaried positions, eligible for Flexible Spending/Health Savings Accounts
• For salaried positions, eligible for Flexible PTO
• For salaried positions, eligible for 401(k) + Company Match
• For salaried positions, eligible for Life Insurance
• For salaried positions, eligible for Pet insurance
• For salaried positions, eligible for more benefits
• Remote work arrangement

reputed company