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About the Role

Lead the Patient Support Center for one of the country's largest dermatology groups, managing roughly 50,000 calls and 35,000 texts a week. This role involves overseeing a 150-person department, two BPO partners, and an operation with live AI voice agents and automated quality monitoring. The ideal candidate is a culture builder who can identify and implement improvements.

Responsibilities

Build a supportive team culture where employees take pride in their work and understand performance expectations.
Develop managers to consistently coach, recognize strong work, address performance issues, and grow their teams.
Ensure a consistent patient experience across BPO partners.
Own the patient experience, focusing on quality, responsiveness, and consistency across voice, chat, and text.
Provide empathetic support, accurate information, and effective resolution of patient issues.
Utilize patient feedback and service failures to implement lasting fixes.
Challenge inefficient processes and propose practical solutions.
Set owners and timelines for implementing solutions, testing, learning, and scaling improvements while maintaining daily performance.
Partner with technology, analytics, and operations to enhance AI and automation within the department.
Support the team in confidently adapting to changing tools and measure the impact of changes on patient experience, employee workload, productivity, and cost.
Achieve volume, handle time, service level, and response time targets alongside experience and quality goals.
Manage forecasting, staffing, scheduling, capacity, and budget.
Anticipate changes in demand and technology to meet departmental needs.
Manage BPO relationships with clear expectations for service, quality, productivity, staffing, training, and retention.
Build strong partner relationships, address performance gaps directly, and ensure improvements are sustained.
Improve the patient journey by listening to interactions, reviewing digital communications, and using services directly.
Collaborate with clinics and support teams on scheduling accuracy, handoffs, escalations, and follow-up.
Provide feedback from patient interactions to improve coaching and address root causes of issues.
Perform other duties as assigned by supervisor.

Requirements

Bachelor’s Degree required.
5+ years of management experience required.
8+ years of contact center experience required.
Contact center leadership experience at comparable scale and complexity, managing a large team through multiple managers and outsourced partners.
Experience across both voice and digital channels (chat, text, or messaging).
Proven track record of building strong team cultures and developing managers.
Hands-on experience deploying and managing contact center technology, particularly AI and automation.
Comfort and curiosity with technology, though not necessarily technical expertise.
Strong command of workforce planning, quality assurance, coaching, performance management, and budgeting.
Experience leading changes from conception through adoption and measurable results.
Working knowledge of HIPAA & OSHA compliance.

Skills

Culture building
Leadership
Patient communication
Voice, chat, and text support management
AI and automation integration
Performance management
Forecasting
Staffing
Scheduling
Capacity planning
Budget management
BPO relationship management
Quality assurance
Coaching
Change management

Location

Remote
New York
New Jersey
Pennsylvania
Connecticut
Florida
Illinois
Missouri
Minnesota
California

Work Type

Remote
Full-time

Experience Level

5+ years management experience
8+ years contact center experience

Education Level

Bachelor’s Degree

Salary/Compensations

$122,000-$142,000

Benefits

Medical (Virtual Care included)
HSA/FSA
Dental
Vision
401K
Company Sponsored Short Term Disability (Only applicable for non-California employee)
Pre-tax savings for public transit commuters
Employee discounts on Schweiger skin care products & cosmetic services

About the Company

Schweiger is a leading dermatology practice with over 580+ healthcare providers and 170+ offices across multiple states.
The practice offers medical, cosmetic, and surgical dermatology and allergy services, serving over 2.5 million patient visits annually.
Schweiger's mission is to create the Ultimate Patient Experience and a great working environment.
The company has been recognized on the Inc. 5000 Fastest Growing Private Companies in America list for seven consecutive years.
Schweiger has also received Great Place to Work certification.

Equal Opportunity

Schweiger, is an equal opportunity employer and does not discriminate in its hiring process with applicants, whether internal or external, because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender identity, disability, genetic information, veteran status, military status, application for military service or any other class per local, state or federal law.
Schweiger does not require vaccination for COVID-19 in order to be considered for employment; however, some state guidelines may require that we keep record of your vaccination status on file.