Director of Call Center

SUMMARY: We are seeking an experienced, strategic, and patient-centered leader to oversee all aspects of our mail-order pharmacy call center operations. The Director of Call Center will ensure safe, compliant, and efficient medication access for patients, providers, and client partners. This leader will have full ownership of daily call center performance, workforce management, quality monitoring, and strategic process improvement for all inbound and outbound pharmacy contact channels.

DUTIES AND RESPONSIBILITIES:

• Operational Leadership

• Develop and execute a call center strategy that supports patient access, refill management, and program growth.
• Lead, mentor, and develop call center leaders (Supervisors and Team Leads) to foster a compliant, high-performance, patient-first culture.
• Drive culture alignment through coaching, communication, and change management as the organization scales.
• Performance and Quality Management
• Own all daily queue performance, quality assurance, and workforce management functions.
• Oversee Quality Assurance and Training programs to ensure consistent service, regulatory compliance, and ongoing staff development.
• Monitor call center KPIs, including ASA, AHT, ABR, First Contact Resolution, call transfer rate, patient and provider satisfaction, and agent quality scores.
• Forecasting and Workforce Planning
• Develop and maintain accurate forecasting models for inbound and outbound call volume across multiple programs and queues.
• Partner with Finance and Operations to align staffing models with budgeted FTEs, productivity goals, and call volume fluctuations.
• Manage scheduling, capacity planning, and workload balancing using workforce management tools (e.g., Verint).
• Provide weekly and monthly performance reporting to senior leadership, translating data into actionable staffing and workflow recommendations.
• Technology and Process Improvement
• Partner with IT, Pharmacy Systems, and Data Analytics to implement and optimize telephony, IVR, speech analytics, and secure patient messaging solutions.
• Identify, design, and implement scalable process improvements that enhance patient access, safety, and efficiency.
• Collaborate cross-functionally to ensure that pharmacy-specific workflows support fulfillment accuracy and timely patient communication.
• Governance and Compliance
• Ensure adherence to all HIPAA, DEA, state, and pharmacy regulatory requirements.
• Maintain rigorous governance around data privacy, call documentation, and patient interaction standards.
• Manage vendor and partner relationships with clear performance metrics and accountability.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises employees within the Pharmacy department.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

Requirements

QUALIFICATIONS:

· Bachelor’s degree with 6+ years in patient services, reimbursement, access/support, or field-based healthcare operations; or Master’s with 4+ years; or Doctorate with 2+ years equivalent.

· Experience with electronic health records (EHR) and care management software.

· Bilingual abilities to support non-English speaking patients.

· Training in empathetic listening, trust-building, and culturally sensitive care.

· Knowledge of compliance protocols and regulatory requirements.

· Prior experience working with HCPs, specialty pharmacies, and reimbursement functions.

· Industry Knowledge – proficient understanding of the pharmaceutical industry, disease state, and drug distribution process (e.g., medical, specialty pharmacy, managed care systems, etc.)

· General understanding of Commercial, Medicare, and Medicaid drug coverage

· Understanding (Reimbursement and Patient Access) in the buy and bill space: Reimbursement and patient access knowledge with the ability to effectively convey/explain concepts to patients.

COMPETENCIES:

· Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

· Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

· Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

· Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

· Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

· Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

· Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

· Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

· Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through commitments.

· Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

· Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

· Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

· Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

· Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

· Frequently required to stand.

· Frequently required to walk.

· Frequently required to sit.

· Frequently required to utilize hand and finger dexterity.

· Continually required to talk or hear.

· While performing the duties of this job, the noise level in the work environment is usually moderate.

· The employee must occasionally lift and/or move up to 10 pounds.

· Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

· Specialized equipment, machines, or vehicles used: use standard office equipment such as computers, phones, and photocopiers.

· Work is performed in a traditional commercial office setting with standard office lighting and white noise.

· Additional remarks regarding work environment:

o This job operates in a professional office environment.

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire