Abrar Admin

Advanced Medical Management, Inc.

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

Join Advanced Medical Management, Inc. and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Advanced Medical Management, Inc.

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Director of Customer Service