Director of Customer Service
Advanced Medical Management, Inc., Long Beach, CA, United States
Director of Customer Service & Call Center Operations
Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below. The Director of Customer Service & Call Center Operations is a senior leader responsible for building and leading a high-performing, culturally competent contact center serving a predominantly Asian senior Medicare population within a fully delegated, full-risk PCP IPA / MSO environment. This role oversees patient, provider, and broker service experience while driving operational excellence, team development, and value-based care outcomes. Key Responsibilities Patient & Partner Experience Leadership Champion a patient-first, culturally aligned service model for Asian elderly patients and caregivers Ensure high standards for empathy, clarity, first-call resolution, and timely access to care Oversee service delivery for patients, PCP practices, specialists, and broker partners Translate feedback and complaints into measurable service improvements People Leadership & Culture Lead, coach, and develop managers and frontline customer service teams Foster a respectful, accountable, and service-driven culture Oversee onboarding and training focused on Medicare Advantage, cultural sensitivity, and service excellence Operations & Performance Management Oversee daily contact center operations (phone, digital, portal) Manage KPIs including CSAT, NPS, FCR, ASA, abandonment rate, and quality scores Optimize staffing, workforce planning, and seasonal readiness (AEP/OEP) Use data and dashboards to drive continuous improvement Value-Based Care & Clinical Partnership Align contact center workflows with care gap closure, AWVs, preventive screenings, and post-discharge outreach Partner with Clinical, Quality, and Care Management teams to improve outcomes and member retention Compliance & Systems Ensure compliance with HIPAA, CMS, and Medicare Advantage regulations Partner with IT to optimize telephony, CRM, and contact center technologies Qualifications Required: Bachelor’s degree in Healthcare Administration, Business, or related field preferred 7+ years of healthcare customer service or call center leadership experience Experience in Medicare Advantage, managed care, IPA/MSO, ACO, or value-based care environments Proven success leading large frontline service teams Bilingual in English and at least one Asian language (e.g., Korean, Chinese, Vietnamese, or Tagalog) – Required Strong understanding of culturally competent service for senior populations Preferred: Experience serving Asian or immigrant senior populations Familiarity with EMR, CRM, and workforce management systems Lean, Six Sigma, or Service Excellence training Success Measures Improved patient, provider, and broker satisfaction Reduced escalations and complaints Improved access metrics and first-contact resolution Strong employee engagement and retention AMM BENEFITS When you join AMM, you’re not just getting a job—you’re getting a benefits package that puts YOU first: Health Coverage You Can Count On : Full employer-paid
HMO
and the option for a
flexible PPO plan . Wellness Made Affordable : Discounted
vision and dental premiums
to help keep you healthy from head to toe. Smart Spending :
FSAs
to manage healthcare and dependent care costs, plus a
401(k)
to secure your future. Work-Life Balance : Generous
PTO ,
40 hours of sick pay , and
13 paid holidays
to enjoy life outside of work. xsgimln Career Development :
Tuition reimbursement
to support your education and growth. Team Fun :
Paid company outings
and
lunches
because we work hard, but we also know how to have fun!
Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below. The Director of Customer Service & Call Center Operations is a senior leader responsible for building and leading a high-performing, culturally competent contact center serving a predominantly Asian senior Medicare population within a fully delegated, full-risk PCP IPA / MSO environment. This role oversees patient, provider, and broker service experience while driving operational excellence, team development, and value-based care outcomes. Key Responsibilities Patient & Partner Experience Leadership Champion a patient-first, culturally aligned service model for Asian elderly patients and caregivers Ensure high standards for empathy, clarity, first-call resolution, and timely access to care Oversee service delivery for patients, PCP practices, specialists, and broker partners Translate feedback and complaints into measurable service improvements People Leadership & Culture Lead, coach, and develop managers and frontline customer service teams Foster a respectful, accountable, and service-driven culture Oversee onboarding and training focused on Medicare Advantage, cultural sensitivity, and service excellence Operations & Performance Management Oversee daily contact center operations (phone, digital, portal) Manage KPIs including CSAT, NPS, FCR, ASA, abandonment rate, and quality scores Optimize staffing, workforce planning, and seasonal readiness (AEP/OEP) Use data and dashboards to drive continuous improvement Value-Based Care & Clinical Partnership Align contact center workflows with care gap closure, AWVs, preventive screenings, and post-discharge outreach Partner with Clinical, Quality, and Care Management teams to improve outcomes and member retention Compliance & Systems Ensure compliance with HIPAA, CMS, and Medicare Advantage regulations Partner with IT to optimize telephony, CRM, and contact center technologies Qualifications Required: Bachelor’s degree in Healthcare Administration, Business, or related field preferred 7+ years of healthcare customer service or call center leadership experience Experience in Medicare Advantage, managed care, IPA/MSO, ACO, or value-based care environments Proven success leading large frontline service teams Bilingual in English and at least one Asian language (e.g., Korean, Chinese, Vietnamese, or Tagalog) – Required Strong understanding of culturally competent service for senior populations Preferred: Experience serving Asian or immigrant senior populations Familiarity with EMR, CRM, and workforce management systems Lean, Six Sigma, or Service Excellence training Success Measures Improved patient, provider, and broker satisfaction Reduced escalations and complaints Improved access metrics and first-contact resolution Strong employee engagement and retention AMM BENEFITS When you join AMM, you’re not just getting a job—you’re getting a benefits package that puts YOU first: Health Coverage You Can Count On : Full employer-paid
HMO
and the option for a
flexible PPO plan . Wellness Made Affordable : Discounted
vision and dental premiums
to help keep you healthy from head to toe. Smart Spending :
FSAs
to manage healthcare and dependent care costs, plus a
401(k)
to secure your future. Work-Life Balance : Generous
PTO ,
40 hours of sick pay , and
13 paid holidays
to enjoy life outside of work. xsgimln Career Development :
Tuition reimbursement
to support your education and growth. Team Fun :
Paid company outings
and
lunches
because we work hard, but we also know how to have fun!