Job Description

Role: Senior Director, Call Center Operations

Location: Central Florida (On-site or Hybrid Preferred)

Terms: Direct Hire

Industry: Healthcare | Outpatient Cardiology | Patient Access Operations

Insure Technology is excited to partner with a rapidly growing healthcare organization to identify a highly experienced and forward-thinking Senior Director of Call Center Operations to lead their expanding multisite patient-access center. This is a critical leadership role supporting outpatient cardiac clinics across Central Florida, with a heavy focus on patient triage, scheduling, and care coordination.

This opportunity is ideal for a call center strategist—not someone focused on short-term fixes, but a leader capable of designing new workflows, implementing scalable processes, and building an operational foundation that improves patient experience at every touchpoint.

What You’ll Lead

• Oversee day-to-day operations of a multisite cardiovascular call center supporting triage, scheduling, and patient coordination

• Design and implement standardized processes, call flows, operational KPIs, and performance dashboards

• Build scalable systems aligned with organizational growth, avoiding temporary or reactive solutions

• Partner closely with clinical and executive leadership to align call center operations with clinical priorities

• Analyze call volume trends, staffing models, and technology utilization to optimize engagement and responsiveness

• Lead and mentor supervisors, call agents, and scheduling teams

• Ensure adherence to quality standards, HIPAA compliance, and patient service expectations

What We’re Looking For

• Required: Background leading a cardiovascular or cardiac-focused call center

• Deep experience in patient triage–based call workflows, ideally in an outpatient clinical environment

• Proven track record designing new operational structures, SOPs, and scalable workflow models

• Demonstrated ability to collaborate directly with clinical decision makers, including cardiologists

• Strong change-management capabilities with experience implementing modern call center tools and best practices

Position Details

• On-site or hybrid leadership presence strongly preferred

• Comprehensive benefits package including healthcare, PTO, paid holidays, and 401K

Why This Role Matters

This is a rare opportunity to influence patient access, care quality, and call-center modernization at scale. The organization is growing quickly across Central Florida, and they are seeking a leader who can architect systems—not just maintain them—and who thrives in environments where innovation, structure-building, and operational excellence are top priorities.

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