Join Our Team at Skin and Cancer Institute!
Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team!
Why Join Us?
At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.
Summary of Position
Work Category: Full-time, Exempt, Mon-Fri 8AM-5PM PST
The Director of Call Center Operations is a strategic and hands-on leader positioned to scale our centralized call center and patient access operations across a growing, multi-state dermatology and surgical care network. This role oversees a high-volume, remote call center and administrative support function serving as the primary access point for patients across medical dermatology, Mohs surgery, excisions, ASC scheduling, pharmacy coordination, and general patient inquiries.
WHAT YOU'LL DO:
Administrative & Operational Leadership
- Oversee daily call center operations to ensure efficiency and patient flow.
- Establish the strategic vision and operating roadmap for the function.
- Submit and audit the daily and weekly operational reports for executive review.
- Forecast and manage schedules, staffing ratios, and adherence to labor laws.
- Lead onboarding and competency completion for new hires.
- Develop and maintain SOPs ensuring consistency and compliance.
- Demonstrates fiduciary responsibility that aligns with company needs.
- Drives vendor relationships and manages continuity of SLA, KPI, and QA expectations.
- Escalates operational issues timely to the necessary partners to support operational readiness.
Performance Management and Optimization
- Define and manage SLAs, KPIs, and QA standards.
- Monitor call volumes, response times, and resolution metrics, proactively identifying opportunities to optimize scheduling, staffing, and workflows.
- Lead continuous improvement initiatives.
- Maintain a clean, safe, and welcoming environment for patients and staff.
- Monitor patient satisfaction, respond to and resolve complaints professionally.
- Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts.
- Schedule appointments and adjust provider schedules in accordance with clinic guidelines.
- Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in clinic team.
Compliance & Reporting
- Ensure compliance with HIPAA, OSHA, and all applicable healthcare regulations.
- Ensure compliance with all company policies, processes and protocols.
- Utilize EMA / ModMed EMR for scheduling, reporting, and task management.
- Manage patient communications through Klara and Microsoft Teams.
Team Oversight & Training
- Build and lead a high-performing remote call center and administrative operations team supporting multiple SCI clinics and centralized services.
- Recruit, train, and coach remote team members, building a culture of accountability and service excellence.
- Supervise teams to ensure job duties are completed accurately and on time.
- Implement performance management and coaching programs.
- Address and resolve team questions regarding scheduling, supplies, or office procedures.
- Maintain accurate and updated staff schedules and lunch/rest break compliance.
- Attend biweekly manager meetings and communicate key takeaways to staff.
WHAT WE'RE LOOKING FOR:
To perform effectively in this position, the incumbent must have:
- Strong leadership and team-building skills.
- Excellent verbal and written communication.
- Proficiency in call center platforms and CRM systems.
- Ability to analyze data and make informed decisions.
- Knowledge of healthcare operations and patient confidentiality standards.
- Familiarity with AI-driven automation, HITL delivery models, or workforce-enabled technology solutions.
- Experience leading or standing up CX Ops, Delivery Ops, or Program Management Centers of Excellence.
- Background in metrics-driven delivery models or large-scale operational transformations.
- Demonstrated ability in handling difficult situations/information with professionalism, discretion, and confidentiality.
- Experience in dermatology or medical office setting is strongly preferred.
- Excellent organizational and multitasking abilities.
- Demonstrated strong leadership, training, and communication skills.
- Proficient with email tools, spreadsheets, databases, and EMR systems (EMA preferred).
- Knowledge of HIPAA, OSHA, and healthcare operations.
- Friendly, professional demeanor with strong attention to detail.
Education & Experience
- Bachelor’s degree in healthcare administration, business, or related field; Master’s preferred.
- Minimum 8 years of experience in a healthcare leadership role required.
- Dermatology or specialty practice management experience strongly preferred.
Equipment & Software Operation
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Microsoft 365 apps, fax, email, phone, Klara, EMA, ModMed, Zoom Cx, iPAD, NoahFace (biometric timeclock).
What We Offer:
- Competitive salary and benefits
- Health, dental, vision, and ancillary insurance options
- 401K retirement savings
- Paid time off
- Professional development opportunities
- Supportive and fair work environment
� Apply Today! Be a part of a dynamic team that’s transforming skin health. Submit your resume and cover letter to [email protected]. We can't wait to meet you!
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