Director, Customer Service & Call Center Ops
28 days ago
Long Beach
Job DescriptionDirector of Customer Service & Call Center Operations The Director of Customer Service & Call Center Operations is a senior leader responsible for building and leading a high-performing, culturally competent contact center serving a predominantly Asian senior Medicare population within a fully delegated, full-risk PCP IPA / MSO environment. This role oversees patient, provider, and broker service experience while driving operational excellence, team development, and value-based care outcomes. Key Responsibilities Patient & Partner Experience Leadership * Champion a patient-first, culturally aligned service model for Asian elderly patients and caregivers * Ensure high standards for empathy, clarity, first-call resolution, and timely access to care * Oversee service delivery for patients, PCP practices, specialists, and broker partners * Translate feedback and complaints into measurable service improvements People Leadership & Culture * Lead, coach, and develop managers and frontline customer service teams * Foster a respectful, accountable, and service-driven culture * Oversee onboarding and training focused on Medicare Advantage, cultural sensitivity, and service excellence Operations & Performance Management * Oversee daily contact center operations (phone, digital, portal) * Manage KPIs including CSAT, NPS, FCR, ASA, abandonment rate, and quality scores * Optimize staffing, workforce planning, and seasonal readiness (AEP/OEP) * Use data and dashboards to drive continuous improvement Value-Based Care & Clinical Partnership * Align contact center workflows with care gap closure, AWVs, preventive screenings, and post-discharge outreach * Partner with Clinical, Quality, and Care Management teams to improve outcomes and member retention Compliance & Systems * Ensure compliance with HIPAA, CMS, and Medicare Advantage regulations * Partner with IT to optimize telephony, CRM, and contact center technologies Qualifications Required: * Bachelor’s degree in Healthcare Administration, Business, or related field preferred * 7+ years of healthcare customer service or call center leadership experience * Experience in Medicare Advantage, managed care, IPA/MSO, ACO, or value-based care environments * Proven success leading large frontline service teams * Bilingual in English and at least one Asian language (e.g., Korean, Chinese, Vietnamese, or Tagalog) – Required * Strong understanding of culturally competent service for senior populations Preferred: * Experience serving Asian or immigrant senior populations * Familiarity with EMR, CRM, and workforce management systems * Lean, Six Sigma, or Service Excellence training Success Measures * Improved patient, provider, and broker satisfaction * Reduced escalations and complaints * Improved access metrics and first-contact resolution * Strong employee engagement and retention AMM BENEFITS When you join AMM, you’re not just getting a job—you’re getting a benefits package that puts YOU first: • Health Coverage You Can Count On: Full employer-paid HMO and the option for a flexible PPO plan., • Wellness Made Affordable: Discounted vision and dental premiums to help keep you healthy from head to toe., • Smart Spending: FSAs to manage healthcare and dependent care costs, plus a 401(k) to secure your future., • Work-Life Balance: Generous PTO, 40 hours of sick pay, and 13 paid holidays to enjoy life outside of work., • Career Development: Tuition reimbursement to support your education and growth., • Team Fun: Paid company outings and lunches because we work hard, but we also know how to have fun!