Job Description

Put your talents to work at PCM! Whether you work in our Home Care, Clinical Research, Impairments, or Catastrophic Care division, you will support our mission to deliver care and other services that enhance the quality of life of our clients. Be a part of our dynamic client-focused team and make a difference in your career!

The Director Outreach Help Center provides strategic and operational leadership for the Help Center, ensuring exceptional service and support for customers, claimants, referral sources, field representatives, and internal stakeholders.

This role leads a multi-state team responsible for lead intake, customer support, follow-up activities, and collaboration with field-based teams throughout the customer journey.

The Director is accountable for driving operational excellence, customer satisfaction, quality assurance, process improvement, workforce effectiveness, and team performance.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Operations Management, Customer Experience, or related field; equivalent experience may be considered.
• 7+ years of progressive leadership experience in customer service, customer care, contact center operations, healthcare operations, or related environments.
• 5+ years of experience leading geographically dispersed teams.
• Demonstrated success managing operational performance, process improvement initiatives, and customer experience programs.
• Strong analytical, problem-solving, coaching, and communication skills.

Preferred Qualifications

• Personal or professional experience supporting individuals affected by nuclear weapons production sites, uranium mining, or related industries.
• Experience within healthcare, government benefit programs, claims administration, customer support, or case management environments.

Essential Functions/Areas of Accountability:

Care Center Leadership

• Provide overall leadership, direction, and support for the Care Center, ensuring exceptional service delivery to internal and external customers.
• Foster a culture centered on compassion, responsiveness, accountability, collaboration, and customer advocacy.
• Continuously evaluate and improve the customer experience across all service touchpoints.
• Ensure timely, accurate, and consistent support throughout the customer journey.

Operations & Process Excellence

• Oversee daily Care Center operations, including lead management, customer inquiries, follow-up activities, and workflow coordination.
• Develop, implement, and maintain operational processes, service standards, and performance expectations.
• Lead workflow analysis, and continuous improvement initiatives.
• Identify process gaps, bottlenecks, and service failures and implement sustainable solutions.
• Ensure appropriate staffing, workload balancing, scheduling, and resource allocation across multiple states and service regions.
• Partner with leadership and technology teams to identify and implement system enhancements that improve customer service, workflow visibility, reporting capabilities, and operating efficiencies.

Cross-Functional Partnership

• Partner closely with Outreach Field Representatives, Marketing, and Clinical Operations teams to deliver a seamless customer experience.
• Establish strong communication channels and accountability between the Customer Care Center and field-based teams.
• Lead efforts to improve collaboration, handoffs, process ownership, and information sharing across departments.
• Serve as a subject matter expert and operational resource for customer care workflows and service delivery.

Team Leadership & Development

• Recruit, onboard, train, coach, and develop a high-performing Customer Care team.
• Establish clear expectations, goals, and accountability measures.
• Conduct performance evaluations and development planning.
• Promote a culture of teamwork, continuous learning, accountability, and customer-focused service.

Performance, Quality & Compliance

• Analyze operational and customer data to identify trends, opportunities, risks, and improvement initiatives.
• Design and maintain quality assurance programs that ensure service consistency and process adherence.
• Ensure compliance with organizational policies, regulatory requirements, privacy standards, and applicable government guidelines.

Additional Responsibilities

• Contribute to organizational strategy, operational excellence, growth initiatives, and special projects through leadership collaboration and continuous improvement efforts; perform other duties as assigned.

The typical base pay range for this role is USD $90,100 - $134,800 per year.

Individual base pay depends on various factors, in addition to primary work location, complexity and responsibility of role, job duties/requirements, and relevant experience, skills and other market-based factors.

Available Benefits Include

• Medical
• Dental
• Vision
• 401(k)
• Company Paid Short Term Disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Paid Time Off
• Voluntary Benefits

Please contact Tracie Fairman at or at Tracie.Fairman@procasemanagement.com today to learn more about our opportunities where you can make a difference in your own career!

Professional Case Management is an Equal Opportunity Employer.