Director of Care Services Center Operations

Company:

Compassus

 

POSITION SUMMARY

The Director of Care Services Center Operations provides strategic and operational leadership for the contact center function for Compassus. This role is responsible for overseeing a team Care Services Associates, driving performance excellence, establishing and enforcing service benchmarks and ensuring seamless integration with clinical and operational service lines. The Director serves as a critical connector between patient and family access needs and the broader organizational mission of delivering compassionate, high-quality care in the home.

KEY RESPONSIBILITIES

Strategic Leadership

• Develop, communicate and execute a multi-year call center strategy aligned with organizational goals and growth priorities.

• Identify and implement process improvements, technology enhancements and workforce innovations to drive efficiency and service quality.

• Serve as a subject matter expert on contact center best practices within home-based care environments.

• Partner with senior leadership to align call center capabilities with patient access, intake and clinical service line strategies.

Team Leadership and Development

• Directly lead, coach and develop direct reports

• Establish individual and team performance goals, conduct regular one-on-one meetings and deliver timely, constructive feedback.

• Foster a culture of accountability, continuous improvement, empathy and professional development.

• Recruit, onboard and retain high-performing talent; oversee training curriculum design and deliver to support career development

• Identify skill gaps and create individualized development plans to maximize team performance and career growth.

Performance Management and Benchmarking

• Define, monitor and report on key performance indicators (KPIs) including average handle time, first-call resolution, abandonment rate, schedule adherence, patient or family satisfaction scores and other metric as appropriate.

• Establish overall team benchmarks as well as individualized performance targets tailored to role and tenure.

• Analyze call center data and trends to identify improvement opportunities and inform staffing and scheduling decisions.

• Conduct regular performance reviews

• Maintain quality assurance processes, including call monitoring, scoring and coaching cadences.

Service Line Integration

• Serve as the operational liaison between the call center and clinical intake for services to ensure smooth referral and patient onboarding workflows.

• Collaborate with intake, growth and clinical leadership and local program teams to optimize handoffs and reduce friction in the patient journey.

• Participate in cross-functional meetings and workgroups to represent the contact center perspective and drive integrated solutions.

• Support new service line launches by developing call center protocols, scripts and training materials.

 

Operations and Compliance

• Oversee day-to-day call center operations, ensuring adequate staffing coverage and adherence to scheduling standards.

• Actively participate in call handling during high-volume periods or staffing gaps, demonstrating a hands-on leadership approach and maintaining familiarity with frontline workflows.

• Manage vendor relationships related to telephony platforms, workforce management tools and CRM systems.

• Ensure all call center activities comply with HIPAA, applicable federal and state regulations and organizational policies.

• Manage departmental budget, including forecasting, tracking and variance reporting.

• Prepare and present performance reports and strategic updates to executive leadership.

QUALIFICATIONS

Required

• Bachelor's degree in Business Administration, Healthcare Administration, Communications, or a related field; or equivalent combination of education and experience.

• Minimum of 5 years of progressive call center or contact center leadership experience, with at least 2 years in an equivalent role.

• Demonstrated experience managing teams of 5 or more direct or indirect reports.

• Proven track record of establishing and achieving measurable performance benchmarks.

• Experience in healthcare environment strongly preferred.

• Strong proficiency with call center technology platforms (telephony, workforce management, CRM/EHR integration).

• Exceptional communication, coaching and interpersonal skills.

• Ability to analyze data, identify trends and translate insights into actionable strategies.

Preferred

• Experience with home-based care, hospice or palliative care organizations.

• Familiarity with value-based care models and patient access best practices.

• COPC, CCCM or similar contact center certification.

CORE COMPETENCIES

• Strategic Vision — Translates organizational goals into actionable call center priorities and measurable outcomes.

• Team Development — Builds high-performing, engaged teams through coaching, accountability and development planning.

• Data-Driven Decision Making — Uses performance data to drive continuous improvement and resource allocation.

• Cross-Functional Collaboration — Partners effectively across service lines, clinical teams and operational departments.

• Change Leadership — Champions process improvement and leads teams through organizational change with clarity and purpose.

• Patient and Family Focus — Maintains an unwavering commitment to compassionate, high-quality patient and family experiences.

Skills

• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.
• Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leaders, team members, investors, and external parties. Strong written and verbal communications.
• Other Skills and Abilities: Ability to understand, read, write, and speak English. Articulates and embraces integrated healthcare at home philosophy. Proficiency in Microsoft Office Suite and exceptional skill in using phone systems. Must have experience in CRM utilization.

Physical Demands and Work Environment: The demands of this role necessitate a team member to effectively perform essential functions. Adaptations can be made to accommodate team members with disabilities. Regular standing, walking, and manual dexterity are fundamental, along with the ability to lift and move objects up to 25 pounds. Visual acuity requirements include close and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. This description provides a general overview and may vary by role and department, capturing the nuanced demands and conditions inherent to positions in our organization.

At Compassus, including all Compassus affiliates, diversity, equity, and inclusion are fundamental to our Pillars of Success. We are committed to creating a fair work environment where our team members feel welcomed, highly valued, and respected. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Build a Rewarding Career with Compassus
At Compassus, we care for our team members as much as we care for our patients and their families. Through our Care for Who I Am culture, we show compassion, respect, and appreciation for every individual. Embark on a career that cares for you while you care for others.

Your Career Journey Matters
We’re dedicated to helping you grow and succeed. Whether you’re pursuing leadership roles, specialized training, or exploring new career paths, we provide the tools and support you need to thrive.

The Compassus Advantage
•  Meaningful Work: Make an impact every day by honoring the quality of life of our patients, supporting them and their families with compassion, and creating moments that truly matter. 
• Career Development: Access leadership pathways, mentorship, and personalized professional development.
• Innovation Meets Compassion: Collaborate with a supportive team using the latest tools and technologies to deliver exceptional care.
• Enhanced Benefits: Enjoy competitive pay, flexible time off, tuition reimbursement, and wellness programs designed for your well-being.
• Recognition and Support: Be celebrated for your contributions through recognition programs that honor your dedication.
• A Culture of Belonging: Thrive in a culture where you can be your authentic self, valued for your unique contributions and supported in a community that embraces diversity and inclusion.

Ready to Join?
At Compassus, your career is more than a job—it’s an opportunity to make a lasting impact. Take the next step and join a team that empowers you to grow, innovate, and thrive.