[Remote] Director, Customer Experience Billing Operations (Remote)

Note: The job is a remote job and is open to candidates in USA. Quest Diagnostics is a leading provider of diagnostic information services, and they are seeking a Director of Customer Experience Billing Operations. This role is responsible for leading the strategic and operational backbone of a high-volume patient contact center, overseeing workforce management, quality assurance, training, performance analytics, and continuous improvement initiatives to ensure exceptional patient experiences.

Responsibilities

• Define and execute the long-term vision for contact center support functions, aligning with enterprise patient experience and access strategies
• Serve as a key advisor to senior leadership on operational performance, capacity planning, and service delivery innovation
• Lead transformation initiatives, including technology adoption, process optimization, and omnichannel integration
• Oversee forecasting, capacity planning, scheduling, and real-time management for a high-volume contact center
• Ensure optimal staffing models to balance service levels, cost efficiency, and patient access
• Implement and refine WFM tools and methodologies to improve accuracy and responsiveness
• Establish and maintain a comprehensive QA framework to monitor and improve patient interactions
• Drive consistency in service delivery, compliance, and patient-centered communication
• Leverage QA insights to inform coaching, training, and process improvements
• Lead the design and execution of onboarding and continuous training programs for contact center staff and leadership
• Ensure training aligns with clinical, regulatory, and service excellence standards
• Foster a culture of continuous learning, coaching, and professional development
• Develop and manage KPIs, dashboards, and reporting frameworks to monitor operational performance and patient experience
• Translate data into actionable insights to drive decision-making and continuous improvement
• Analyze trends in call volume, patient needs, and agent performance to inform strategy
• Identify and implement process improvements to enhance efficiency, reduce friction, and improve patient outcomes
• Partner with IT, digital, and adjacent teams to optimize workflows and tools supporting patient interactions
• Champion Lean, Six Sigma, or similar methodologies to drive sustainable improvements
• Ensure seamless patient experiences across all engagement channels
• Optimize channel strategy to meet evolving patient preferences and access needs
• Monitor emerging trends and technologies in patient engagement and contact center operations
• Lead and develop a team of managers and subject matter experts across WFM, QA, training, and analytics
• Build a high-performing, inclusive culture focused on accountability, innovation, and patient-centered service
• Drive employee engagement and retention within support functions

Skills

• 8–10+ years of experience in contact center operations, with at least 5 years in a senior leadership role
• Demonstrated experience managing workforce management, QA, training, and analytics functions
• Experience in healthcare, payer, provider, or patient services environment
• Strong analytical skills with experience leveraging data to drive operational decisions
• Proven ability to lead large-scale, high-volume, omnichannel contact center environments
• Bachelor's degree in Business, Healthcare Administration, or related field
• Experience with WFM and contact center technologies (e.g., Five9, Verint)
• Lean/Six Sigma certification or equivalent process improvement experience
• Knowledge of healthcare regulations (HIPAA, compliance standards)
• Master's degree

Company Overview

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