Director – Patient Support Center Operations

Schweiger Dermatology Group

. Lead the Patient Support Center for a large dermatology group handling approximately 50,000 calls and 35,000 texts weekly.

Posted 11/5/2026full-timeRemote • United StatesLead💰 $122,000 - $142,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading large contact center operations, focusing on patient communication and experience across multiple channels. Proven ability to build strong team cultures, manage performance, and implement technology solutions for operational efficiency.

Highest-signal resume keywords

Contact Center LeadershipTeam Culture DevelopmentAI and Automation ManagementWorkforce PlanningHIPAA & OSHA Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Management ExperienceContact Center ExperiencePerformance ManagementBudgetingQuality AssuranceCoachingForecastingSchedulingCapacity ManagementService Level Management

Soft Skills

Team BuildingAccountabilityCommunicationProblem SolvingCoaching

Tools & Technologies

AI Voice AgentsAutomated Quality MonitoringSelf-Service SolutionsContact Center Technology

Industry Keywords

Patient Support CenterDermatologyBPO ManagementDigital ChannelsVoice CommunicationText CommunicationPatient Experience

About the role

Key responsibilities & impact

Lead the Patient Support Center for a large dermatology group handling approximately 50,000 calls and 35,000 texts weekly.
Lead a 150-person department and manage two BPO partners.
Build a supportive, accountable team culture and develop managers.
Own patient communication and experience across voice, chat, and text.
Turn patient feedback and service failures into lasting operational fixes.
Improve AI voice agents, automated quality monitoring, self-service, and other automation.
Manage forecasting, staffing, scheduling, capacity, budget, volume, handle time, service level, and response-time targets.
Hold BPO partners accountable for service, quality, productivity, staffing, training, and retention.
Partner with clinics and support teams on scheduling accuracy, handoffs, escalations, and follow-up.
Listen to calls, review digital interactions, and feed findings into coaching and root-cause improvements.
Attend in-person team meetings when required by events or business needs.
Perform other duties as assigned by supervisor.

Requirements

What you’ll need

Bachelor’s Degree required.
5+ years of management experience required.
8+ years contact center experience required.
Contact center leadership at comparable scale and complexity, including a large team led through multiple managers and outsourced partners.
Experience across both voice and digital channels (chat, text, or messaging).
Track record of building strong team cultures and developing managers who can lead on their own.
Hands-on involvement deploying and managing contact center technology, especially AI and automation.
Working knowledge of workforce planning, quality assurance, coaching, performance management, and budgeting.
Experience leading changes from idea through adoption to measurable, sustained results.
Working knowledge of HIPAA & OSHA compliance.
Must be located in New York, New Jersey, Pennsylvania, Connecticut, Florida, Illinois, Missouri, Minnesota, or California.

Benefits

Comp & perks

Medical (Virtual Care included)
HSA/FSA
Dental
Vision
401K after 30 days of employment
Company Sponsored Short Term Disability (Only applicable for non-California employee)
Pre-tax savings available for public transit commuters
Birthday as an additional personal holiday
Employee discounts on Schweiger skin care products & cosmetic services