Qureos Mentor

Medical Service Company

<div><div><b>At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).</b></div>
<div></div><div><b>MSC is a 13 -Time recipient of the </b><b>prestigious</b><b> NorthCoast 99 Award as a Top Workplace to work!</b></div>
<div></div><div><b>MSC is a two-time recipient of the prestigious National HME Excellence Award for </b><b>Best Home Medical Equipment company in the US.</b></div>
<div></div><div><b>In addition, MSC is very proud to announce its debut on the </b><b>Inc. 5000</b><b> list in 2024, marking a significant milestone in our company's growth and success!</b></div>
<div></div><div><div><div>We are excited to announce that we are hiring for a <b>full-time hybrid position</b>. Work in our office location on <b>Tuesdays, Wednesdays, and Thursdays</b>, and enjoy the flexibility of remote work on other days. <b>Benefits included!</b></div>
<div></div><div><b>Apply today</b> to become a part of our dynamic team!</div>
</div></div><div><ul><li>Competitive Pay</li>
<li>Advancement Opportunities</li>
<li>Medical, Dental &amp; Vision Insurance</li>
<li>HSA Account w/Company Contribution</li>
<li>Pet Insurance</li>
<li>Company provided Life and AD&amp;D insurance</li>
<li>Short-Term and Long-Term Disability</li>
<li>Tuition Reimbursement Program</li>
<li>Employee Assistance Program (EAP)</li>
<li>Employee Referral Bonus Program</li>
<li>Social Recognition Program</li>
<li>Employee Engagement Opportunities</li>
<li>CALM App</li>
<li>401k (with a matching program) / Roth IRA</li>
<li>Company Discounts</li>
<li>Payactiv/On-Demand Pay</li>
<li>Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays</li>
</ul></div><div><div><div><b><i>The Director, Contact Center Operations </i></b>leads all contact center functions at Medical Service Company, driving standardization, best‑in‑class customer service, and operational efficiency. This role ensures a consistent, high‑quality patient experience across all contact channels by leveraging data, technology, and innovation. The leader will advance the use of virtual voice agents, AI, and automation to improve responsiveness, reduce manual work, and scale operations effectively.</div>
<div></div><div><div><b>Responsibilities and Duties:</b></div>
<div></div><div><b>Contact Center Leadership &amp; Oversight</b></div>
<ul><li>Provide end-to-end leadership for all Medical Service Company revenue cycle contact center operations, ensuring consistent execution across teams.</li>
<li>Establish and maintain standardized workflows, policies, and procedures to drive consistency, quality, and scalability.</li>
<li>Ensure delivery of best-in-class customer service by setting clear service standards, monitoring performance, and driving continuous improvement in patient experience.</li>
</ul><div><b>Standardization &amp; Process Excellence</b></div>
<ul><li>Lead enterprise-wide standardization of contact center processes, scripting, escalation paths, and performance expectations.</li>
<li>Identify variation, inefficiencies, and breakdowns in workflows; drive root-cause analysis and sustainable solutions.</li>
<li>Partner cross-functionally (IT, Revenue Cycle, Clinical, Quality, Compliance, HR) to align contact center processes with organizational goals and regulatory requirements.</li>
</ul><div><b>Customer Experience &amp; Quality</b></div>
<ul><li>Own customer service strategy and execution in relation to contact centers, ensuring interactions are empathetic, compliant, efficient, and solution-oriented.</li>
<li>Oversee scripting standards and tools to ensure accuracy, compliance (HIPAA), and consistency across all contact channels.</li>
<li>Leverage quality monitoring, coaching, and feedback loops to continuously elevate team member performance and patient satisfaction.</li>
</ul><div><b>Technology, Virtual Agents &amp; AI Enablement</b></div>
<ul><li>Drive adoption and optimization of virtual voice agents, AI, and automation to improve access, reduce handle time, and increase self-service.</li>
<li>Partner with technology teams to identify opportunities where AI and digital tools can eliminate manual work, reduce errors, and enhance the customer journey.</li>
<li>Use data and insights from AI tools, call analytics, and reporting to inform staffing models, process improvements, and strategic decisions.</li>
</ul><div><b>Performance Management &amp; Analytics</b></div>
<ul><li>Establish and manage KPIs across productivity, quality, service levels, and customer satisfaction.</li>
<li>Analyze trends and performance data to proactively address risks, identify opportunities, and guide operational strategy.</li>
<li>Ensure leaders and teams are held accountable to performance standards through clear expectations, coaching, and development plans.</li>
</ul><div><b>People Leadership &amp; Development</b></div>
<ul><li>Build, mentor, and develop high-performing leadership teams with a focus on accountability, engagement, and growth.</li>
<li>Ensure consistent training, onboarding, and ongoing development aligned to standardized processes and service expectations.</li>
<li>Foster a culture of innovation, continuous improvement, and customer-centric thinking.</li>
</ul><div><b>Compliance &amp; Governance</b></div>
<ul><li>Ensure contact center operations comply with payer requirements, billing procedures, and all federal, state, and local regulations.</li>
<li>Maintain strict adherence to HIPAA and patient confidentiality standards.</li>
<li>Stay informed of regulatory and policy changes and proactively adjust operations as needed.</li>
</ul>
<div></div><div><b>Qualifications:</b></div>
<div></div><div><b>Education: </b>Undergraduate Degree, Business Administration preferred.</div>
<div></div><div><b>Experience/Knowledge/Skills/Physical Requirements:</b></div>
<div></div><ul><li>Minimum of five (5) years of progressive leadership experience in contact center operations.</li>
<li>Demonstrated success leading large, multi-team contact center environments.</li>
<li>Strong background in process standardization, performance management, and operational transformation.</li>
<li>Experience leveraging technology, automation, virtual agents, or AI to drive efficiency and improve customer experience.</li>
<li>Data-driven leader with strong analytical, problem-solving, and decision-making skills.</li>
<li>Excellent verbal and written communication skills with a customer-first mindset.</li>
<li>Proficiency in contact center technologies, reporting tools, and Microsoft Office.</li>
<li>Strategic thinker with the ability to translate vision into execution.</li>
<li>Comfortable leading change and driving adoption of new tools and ways of working.</li>
<li>Collaborative partner who builds strong cross-functional relationships.</li></ul></div></div></div></div><div></div>

Director, Contact Center Operations

<div><div><b>At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).</b></div>
<div></div><div><b>MSC is a 13 -Time recipient of the </b><b>prestigious</b><b> NorthCoast 99 Award as a Top Workplace to work!</b></div>
<div></div><div><b>MSC is a two-time recipient of the prestigious National HME Excellence Award for </b><b>Best Home Medical Equipment company in the US.</b></div>
<div></div><div><b>In addition, MSC is very proud to announce its debut on the </b><b>Inc. 5000</b><b> list in 2024, marking a significant milestone in our company's growth and success!</b></div>
<div></div><div><div><div>We are excited to announce that we are hiring for a <b>full-time hybrid position</b>. Work in our office location on <b>Tuesdays, Wednesdays, and Thursdays</b>, and enjoy the flexibility of remote work on other days. <b>Benefits included!</b></div>
<div></div><div><b>Apply today</b> to become a part of our dynamic team!</div>
</div></div><div><ul><li>Competitive Pay</li>
<li>Advancement Opportunities</li>
<li>Medical, Dental &amp; Vision Insurance</li>
<li>HSA Account w/Company Contribution</li>
<li>Pet Insurance</li>
<li>Company provided Life and AD&amp;D insurance</li>
<li>Short-Term and Long-Term Disability</li>
<li>Tuition Reimbursement Program</li>
<li>Employee Assistance Program (EAP)</li>
<li>Employee Referral Bonus Program</li>
<li>Social Recognition Program</li>
<li>Employee Engagement Opportunities</li>
<li>CALM App</li>
<li>401k (with a matching program) / Roth IRA</li>
<li>Company Discounts</li>
<li>Payactiv/On-Demand Pay</li>
<li>Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays</li>
</ul></div><div><div><b><i>The Controller </i></b>is responsible for the management of the payroll and accounts payable functions for the organization, as well as general ledger transaction and integrity maintenance. Supporting schedules, reconciliations, and documentation will be the responsibility of this position to assure compliance with Generally Accepted Accounting Procedures (GAAP) and/or other prevailing Accounting Standards.</div>
<div><div><b>Responsibilities and Duties:</b></div>
<div></div><div><b>Personnel Management</b></div>
<ul><li>Manage Finance Department personnel &ndash; payroll, accounts payable, staff accountant(s)</li>
<li>Manage the day-to-day of these functions for the organization.</li>
<li>Exude Company Core Values and develop staff to support a growing organization.</li>
<li>Create and use reporting to identify productivity and quality of work of finance personnel.</li>
</ul><div><b>Financial Quality Assurance</b></div>
<ul><li>Controls maintenance, routine review, updating of SOPs to safeguard company assets</li>
<li>Payroll System and Process management</li>
<li>Payables System and Process management</li>
<li>Month-end Journal Entry/Reconciliation Process management</li>
<li>Lease Accounting System and Process management</li>
<li>Stay up to date with licenses and accounting standards that impact the organization</li>
</ul>
<div></div><div><b>Audit</b></div>
<ul><li>Assist with the development and management of Internal Audit Procedures and other assessment of financial/accounting information/risk</li>
<li>Participate in Annual Review/Audit with external auditing firm</li>
<li>Participate in Annual 401(K) Audit</li>
<li>Completion/Assistance with BWC Audits</li>
</ul>
<div></div><div><b>Financial Reporting</b></div>
<ul><li>Monthly compilation of financial statements and accompanying schedules.</li>
<li>Oversight and/or Completion of financial requests for registrations, vendor apps, governmental tax forms, licensure/tax forms, etc. as assigned</li>
<li>Further understanding of Brightree and its impact/flow of accounting information and suggest/implement improvements accordingly.</li>
</ul>
<div></div><div><b>Collaboration with Leadership</b></div>
<ul><li>Work directly with Leadership members across the organization to provide relevant financial information for budget adherence, OT management, and other needs as they arise</li>
<li>Assist with Annual Budget and Strategic Plan process</li>
<li>Financial Analysis as assigned</li>
<li>Oversee annual inventory counts in collaboration with Operations</li>
<li>Identify and implement process efficiencies with support of Development Operations team within the IT department.</li>
<li><b>Other duties as assigned.</b></li>
</ul>
<div></div><div><b>Qualifications:</b></div>
<div><b>Education: </b>Bachelors degree in Accounting/Finance, required</div>
<div></div><div><b>Experience/Knowledge/Skills/Physical Requirements:</b></div>
<ul><li>8 years of accounting experience, minimum</li>
<li>2 years of management experience</li>
<li>Strong interpersonal and professional communication skills</li>
<li>Detail-oriented with exceptional team approach and effective leadership</li>
<li>Strong ability to develop and nurture working relationships internally and externally to always have pulse of internal and external stakeholders</li>
<li>Conflict management skills</li>
<li>Ability to understand data analytics and extract useful or actionable information from it along with applying strong problem-solving skills</li>
<li>Ability to understand business objectives and align financial reporting accordingly</li>
<li>Proficient in Microsoft Office with strong Excel competency.</li></ul></div></div></div><div></div>

Controller

Join Medical Service Company and explore 2   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.

Medical Service Company

About Company

Director, Contact Center Operations

Controller