Sr. Director, Retrieval Operations (Call Center & Workforce Operations)
Core
Strategic leadership for in-house and global provider outreach operations, Workforce Management, and capacity planning across Payer Retrieval Operations, transforming the call center into a scalable, technology-enabled operation.
Role type
Senior Director, Operations & Workforce Management
Builds
Scalable, technology-enabled call center operations and global provider outreach programs
Domain
Healthcare / Medical Record Retrieval / Payer Operations
Required skills
Call center strategy, Workforce Management, Capacity planning, Vendor management, Healthcare operations, Provider outreach, Demand forecasting, Staffing & scheduling, Financial acumen, Change leadership
Preferred skills
AI/automation adoption, Business intelligence tools (Snowflake, Sigma, Power BI), Executive presence, International travel
Technologies
Snowflake, Sigma, Power BI, Telephony, CRM, Omnichannel technologies
Responsibilities
Develop and execute call center and workforce strategy across onshore and offshore operations; Lead onshore and global provider outreach performance; Set outreach strategy across agent-led, AI-enabled, and other channels; Lead call center transformation in partnership with Product and Engineering; Own operational adoption of new tools and workflows; Lead and develop call center and Workforce Management leaders; Translate retrieval targets into outreach volumes and staffing requirements; Own demand forecasting, scheduling, and capacity management; Optimize provider outreach, staffing, and workflows; Provide executive oversight of global outsourcing partnerships; Manage operating plans, budgets, and vendor spend; Advise executive leadership and partner across functions; Lead organizational change across diverse teams
Seniority
Senior Director, strategic leadership & mentorship