[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.ResponsibilitiesDefine and execute the long-term vision for contact center support functions, aligning with enterprise patient experience and access strategiesServe as a key advisor to senior leadership on operational performance, capacity planning, and service delivery innovationLead transformation initiatives, including technology adoption, process optimization, and omnichannel integrationOversee forecasting, capacity planning, scheduling, and real-time management for a high-volume contact centerEnsure optimal staffing models to balance service levels, cost efficiency, and patient accessImplement and refine WFM tools and methodologies to improve accuracy and responsivenessEstablish and maintain a comprehensive QA framework to monitor and improve patient interactionsDrive consistency in service delivery, compliance, and patient-centered communicationLeverage QA insights to inform coaching, training, and process improvementsLead the design and execution of onboarding and continuous training programs for contact center staff and leadershipEnsure training aligns with clinical, regulatory, and service excellence standardsFoster a culture of continuous learning, coaching, and professional developmentDevelop and manage KPIs, dashboards, and reporting frameworks to monitor operational performance and patient experienceTranslate data into actionable insights to drive decision-making and continuous improvementAnalyze trends in call volume, patient needs, and agent performance to inform strategyIdentify and implement process improvements to enhance efficiency, reduce friction, and improve patient outcomesPartner with IT, digital, and adjacent teams to optimize workflows and tools supporting patient interactionsChampion Lean, Six Sigma, or similar methodologies to drive sustainable improvementsEnsure seamless patient experiences across all engagement channelsOptimize channel strategy to meet evolving patient preferences and access needsMonitor emerging trends and technologies in patient engagement and contact center operationsLead and develop a team of managers and subject matter experts across WFM, QA, training, and analyticsBuild a high-performing, inclusive culture focused on accountability, innovation, and patient-centered serviceDrive employee engagement and retention within support functionsSkills8–10+ years of experience in contact center operations, with at least 5 years in a senior leadership roleDemonstrated experience managing workforce management, QA, training, and analytics functionsExperience in healthcare, payer, provider, or patient services environmentStrong analytical skills with experience leveraging data to drive operational decisionsProven ability to lead large-scale, high-volume, omnichannel contact center environmentsBachelor's degree in Business, Healthcare Administration, or related fieldExperience with WFM and contact center technologies (e.g., Five9, Verint)Lean/Six Sigma certification or equivalent process improvement experienceKnowledge of healthcare regulations (HIPAA, compliance standards)Master's degreeCompany OverviewQuest Diagnostics is a clinical laboratory that offers diagnostic testing, services, and information. It was founded in 1967, and is headquartered in Secaucus, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.questdiagnostics.com/.Company H1B SponsorshipQuest Diagnostics has a track record of offering H1B sponsorships, with 7 in 2026, 59 in 2025, 38 in 2024, 74 in 2023, 56 in 2022, 49 in 2021, 45 in 2020. Please note that this does not guarantee sponsorship for this specific role.