Vice President, Contact Center Operations

Job title: Vice President, Contact Center Operations in Downers Grove, IL at Duly Health and Care
Company: Duly Health and Care
Job description: Job Description:OverviewVice President, Contact Center OperationsLocation: Chicagoland, IlPosition Highlights:

• Full-Time, 40 hours per week
• Monday – Friday
• Primary Location: Downers Grove, IL

• Travel: As necessary
• This is not a remote position so consideration for IL residents only.

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

ResponsibilitiesPosition Summary:The Vice President of Contact Center Operations leads and transforms a high-performing, centralized patient contact center that manages over 4.5 million calls annually and includes 300+ associates across scheduling, customer service, nurse triage, and switchboard functions. This role champions a patient-first philosophy while optimizing operational efficiency and excellence, technology modernization, and the delivery of a distinctive patient experience, ensuring alignment with Duly’s mission and strategic goals.The VP will thrive in structured, data-informed, and systems-oriented environment where long-range planning capability and precision execution to build sustainable operating systems will drive measurable business results and enhance the patient experience.Key Responsibilities:Operational Leadership

• Lead all facets of contact center operations, ensuring consistency in performance, patient access, service quality, and experience to deliver a distinct and compassionate patient experience.
• Inspire, coach, develop, and empower over 300 contact center associates, fostering purpose, engagement, and high performance.
• Implement performance frameworks, tools, and training to ensure front-line staff can meet and exceed patient expectations.
• Partner with IT to define, prioritize, and execute a technology innovation roadmap, including ACD/IVR systems, chat, call routing, automation, and omnichannel communication.
• Conduct performance analyses, capacity planning, cost/benefit assessments, and modern technology evaluations to continually improve efficiency, quality, and scalability.

Strategic Development, Alignment, & Experience Leadership

• Facilitate the strategic deployment of Duly Health and Care objectives across the contact center to enhance patient-centered culture and compassion.
• Build a contact center operating model that aligns with organizational strategy and drives consistent, sustainable business results.
• Collaborate with senior leadership, Human Resources, and physician leaders to assess and improve employee engagement, physician satisfaction, and patient experience outcomes.
• Design and manage feedback loops and metrics that measure the distinctive patient experience, identify improvement opportunities, and communicate performance to executive leaders and providers.
• Support practice-specific improvement efforts by providing data-driven insights and guidance to improve scheduling, communication, and service delivery.

QualificationsQualifications:

• Bachelor’s degree required; Master’s degree (MBA, MHA, or related field) preferred
• 10+ years of progressive leadership experience in large-scale contact center or patient access operations, ideally within a healthcare system
• Proven success in managing multi-functional teams and high-volume service environments
• Experience implementing and optimizing contact center technologies (e.g., ACD/IVR, CRM, omnichannel platforms)
• Strong business acumen with ability to conduct ROI analyses, lead operational improvements, and drive strategic initiatives
• Demonstrated ability to lead change, build cross-functional alignment, and influence at all levels of the organization

Preferred Competencies:

• Strategic thinking and long-term planning
• Engaging Leader with High interpersonal skills
• Process design and operational excellence
• Compassionate, service-oriented leadership
• Data interpretation and decision-making
• Change Agent Comfortable with evolving technologies
• Talent development and team engagement

The compensation for this role includes a base pay range of $171k-$256k, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.
Expected salary:
Location: Downers Grove, IL
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