Director of Operations – Provider and Member Services - Taguig - Firstsource

Paglalarawan

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.

Skills

• Hands-on experience with phone systems, functions and reporting.
• Possesses skills to analyze data and establish subsequent action planning.
• Demonstrated effectiveness in people leadership and development.
• Must demonstrate strong analytical and critical thinking skills.
• Possess strong problem-solving skills and the ability to make sound judgement decisions.
• Superior organizational and time management skills.
• Proven ability to develop action plans, create short and long-term goals, analyze statistical information, and manage by holding team members accountable for results.
• Positive outlook, patient centric, high energy, level-headed, flexible, problem-solver required.
• Proficient in translating healthcare related jargon and complex processes into simple, step-by-step instructions anyone can understand and act upon
• Flexibility to customize approach to meet all types of member communication styles and personalities.
• Excellent conflict management skills including Professionally and adeptly resolve issues while under stress, Diffuse conflict and distress, demonstrate personal resilience, Strong verbal and written communication skills, Solid time management skills, Strong attention to detail
• Comfort with telephony/ACD, CRM/EHR tools, ticketing, knowledge bases, and basic AI/automation tools used in the call center
• Bi-lingual candidates desired (English/Spanish
• Added advantage for experience in AWS

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 satisfaction, productivity, quality, and compliance targets.
• Lead multi-layered operations teams including Senior Managers, Managers, Assistant Managers, and supporting Quality, Training, and Cross-functional teams.
• Ensure operational readiness, capacity planning, risk management, and business continuity across all delivery sites.
• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements).
  • Maintain knowledge of information/process changes due to healthcare reform by referring to applicable company resources
• Oversee incident management, major escalations, and crisis response ensure minimal service disruption.
• Analyzing statistical information and managing team members' results to ensure accountability and performance.
• Ensuring compliance with healthcare regulations and standards while fostering a culture of professionalism and patient satisfaction.

Client & Stakeholder Management

• Act as the senior escalation point for client issues and lead governance forums, operational reviews, and executive updates onsite
• Build strong partnerships with healthcare provider clients, internal leadership, and cross-functional stakeholders.
• Drive client satisfaction, retention, and account growth through consistent service excellence.
• Collaborate with Sales, Solutioning, and Transitions teams to support expansions and new program launches.

People & Culture Leadership

• Build a strong leadership bench through talent development, succession planning, and leadership coaching.
• Drive engagement, retention, and performance culture aligned with organizational values.
• Provide governance on performance management, compensation inputs, and leadership assessments.
• Champion inclusion, collaboration, and employee well-being across operations.

Financial & Commercial Ownership

• Own P&L performance including revenue, cost optimization, margin improvement, and forecasting.
• Drive productivity and efficiency initiatives to achieve financial targets.
• Ensure accurate capacity, budget, and headcount planning.
• Support commercial negotiations, renewals, and pricing discussions where applicable.

Transformation & Continuous Improvement

• Lead digital transformation, automation, and process optimization initiatives across contact center operations.
• Drive adoption of best practices in customer experience, quality frameworks, and operational excellence models.
• Sponsor and govern continuous improvement programs using data-driven insights.
• Support transition, stabilization, and scaling of new provider and patient programs.

Compliance & Risk Management

• Ensure compliance with HIPAA, data privacy, client contractual requirements, and internal policies.
• Oversee audit readiness, regulatory adherence, and information security practices.
• Identify and mitigate operational, people, and client risks proactively.

Experience

• 15+ years of experience in contact center or customer service operations.
• Minimum 5–7 years in a senior operations leadership role managing large teams.
• Strong experience in Healthcare Provider or Patient Contact Center operations.
• Proven leadership experience in the Philippines delivery environment.

Knowledge & Skills

• Strong executive presence with excellent communication and stakeholder management skills.
• Deep understanding of healthcare contact center operations and service quality frameworks.
• Strong financial acumen with experience managing large P&Ls.
• Data-driven decision-making and analytical capability.
• Ability to lead transformation and manage change at scale.

Personal Attributes & Competencies

• Strategic thinker with hands-on execution capability.
• Results-oriented and decisive leadership style.
• High integrity, resilience, and accountability.
• Collaborative leader with strong influencing skills.