Dir of Call Center Operations/Patient Access

Behavioral Health Group - Dallas, TX

Full-time - Senior

Dallas, TX

Social Assistance

About the position

The Director of Call Center Operations at Behavioral Health Group (BHG) is a strategic leadership role focused on optimizing inbound call center operations. This position is pivotal in driving modernization and efficiency within the organization, ensuring that the call center aligns with BHG's mission of providing compassionate and effective outpatient opioid treatment and recovery services. The director will lead transformation initiatives, manage a dynamic team, and collaborate with executive leadership to enhance patient and family experiences.

Responsibilities

• Develop and execute a strategic vision for the call center to support the needs of a growing and evolving organization.
• Collaborate with executive leadership to align call center operations with broader business goals.
• Lead, recruit, and manage a dynamic team, fostering a culture of accountability, compassion, and continuous improvement.
• Oversee day-to-day call center operations, ensuring high-quality service and operational efficiency.
• Monitor and analyze key performance indicators such as answer rate, abandon rate, admission conversion rate, and agent productivity to drive improvements.
• Identify opportunities to modernize and optimize workflows, systems, and technologies to enhance the call center's effectiveness and scalability.
• Implement strategies to measure and improve satisfaction, ensuring compassionate, efficient, and consistent service.
• Manage and integrate phone systems, CRM platforms (e.g., Salesforce), and other tools to streamline operations and support business growth.
• Partner with internal and external stakeholders, including treatment centers and business leaders, to ensure seamless communication and coordination.

Requirements

• At least 7 years of proven experience leading call center operations, preferably in healthcare, behavioral health or patient access environment.
• Strong strategic thinking and ability to lead transformation initiatives in a growing organization.
• Exceptional leadership, team management, and interpersonal skills.
• Proficiency in call center software and CRM systems (e.g., Salesforce, 8x8).
• Experience with performance metrics, data analysis, and continuous improvement processes.
• Commitment to delivering compassionate, patient-focused care and operational excellence.
• Excellent problem-solving and communication skills, with a proactive and adaptable approach.