Director of Operations – Provider and Member Services

Reporting to the Assistant Vice President / Senior Leadership, the Director of Operations – Patient Contact Center (Provider Healthcare) is accountable for leading large-scale contact center operations supporting healthcare providers and patient-facing services. The role owns end-to-end operational performance, financial outcomes, service quality, transformation initiatives, and stakeholder management across one or more delivery sites in the Philippines. provides leadership to a team of Patient Services Contact Center Representatives in a fast-paced call center environment.

Key Responsibilities

Operational Leadership

• Provide strategic and operational leadership for provider and patient contact center programs across voice and digital channels.
• Communicate immediate staffing deficiencies to leadership and organize coverage for gaps with other employees and attrition management
• Own delivery against contractual SLAs, KPIs, customer sat...