J
Senior Director, Contact Center
Jobgether
On-site
From the original posting
US Accountabilities Lead national contact center strategy: Define and execute a comprehensive strategy that delivers consistent, high-quality patient support across inbound and outbound calls, chat, SMS, and self-service channels. Drive performance and service excellence: Establish and monitor key performance indicators, including Net Promoter Score (NPS), call quality, first-call resolution, call abandonment rate, and Customer Effort Score. Align operations with revenue cycle objectives: Collaborate with billing, accounts receivable, correspondence, provider enrollment, IT, and client…
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