Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We help healthcare organizations build innovation capabilities and accelerate key growth initiatives, enabling organizations to own the future, instead of being disrupted by it. Together, we empower clients to create sustainable growth, optimize internal processes and deliver better consumer outcomes.
Health systems, hospitals and medical clinics are under immense pressure to improve clinical outcomes and reduce the cost of providing patient care. Investing in new partnerships, clinical services and technology is not enough to create meaningful and substantive change. To succeed long-term, healthcare organizations must empower leaders, clinicians, employees, affiliates and communities to build cultures that foster innovation to achieve the best outcomes for patients.
Joining the Huron team means you’ll help our clients evolve and adapt to the rapidly changing healthcare environment and optimize existing business operations, improve clinical outcomes, create a more consumer-centric healthcare experience, and drive physician, patient and employee engagement across the enterprise.
Join our team as the expert you are now and create your future.
At Huron, we help healthcare organizations transform and optimize their ambulatory operations, partnering with Huron and client leaders to create sustainable solutions that drive meaningful results. As a Senior Director, Contact Center Managed Services Leader with our Healthcare team, you will lead our managed services offering for our clients, creating high-performing environments and ensuring successful client outcomes. You will play a critical role in leading our team and working with Healthcare clients to provide strategic planning, design perspective and leadership, client relationship management, and oversight of contact center managed services solution. This role is ideal for the senior leader who enjoys both strategic thinking and operational know-how and thrives in a collaborative environment and is passionate about building successful partnerships of managed services with clients. By effectively leading a team, managing client relationships, overseeing service delivery, and driving continuous improvement, the Contact Center Managed Services Leader contributes to the growth and profitability of the organization’s managed services department. This role requires strong leadership skills, technical expertise, and a customer-centric mindset to deliver exceptional service experiences and exceed client expectations.
Your role will foster a supportive, inclusive environment, empowering team members and creating a workplace where diverse perspectives are valued. You will build strong executive-level relationships, lead change processes, and identify new business opportunities, leveraging Huron’s capabilities to meet client objectives. This allows you to make an impact and provides career opportunities both within and beyond your areas of expertise. If you’re passionate about driving impactful solutions and believe in the power of collaboration, Huron offers a rewarding path forward.

As the Healthcare Consulting Senior Director in Physician Enterprise, Access & Consumer, you will:

• Lead the strategic direction and daily operations of Ambulatory Contact Center Managed Services of a large health system, ensuring clients achieve maximum value and performance outcomes.
• Design and implement proven contact center solutions, including omnichannel engagement, AI-driven engagement, telecommunications, EHR/data integration, and nurse triage programs.
• Drive the development and optimization of contact center operations such as ambulatory appointment scheduling, template management, referral management, clinical triage, and patient inquiries.
• Build and maintain trusted executive relationships, guiding clients through complex change management initiatives across diverse stakeholder environments.
• Manage and mentor high-performing consulting teams, fostering collaboration, removing barriers, and delivering results that exceed client expectations.
• Serve as the primary client liaison, resolving issues promptly and ensuring satisfaction through tailored, data-driven solutions.
• Oversee business operations including budgeting, forecasting, invoicing, and policy development to support sustainable growth and service excellence.
• Proven success and significant experience in leading the building of contact centers for healthcare environments (provider or payer) following contact center design

Requirements:

• Bachelor’s degree required
• 10+ years of healthcare consulting and/or healthcare operations experience with a focus on Contact Center operations
• Possesses strong operational understanding of contact center processes and levers that drive metrics, including familiarity with contact center technologies and platforms
• Exceptional verbal communication and listening skills to understand client challenges, create customized solutions to achieve their business objectives, and manage client expectations
• Proven analytical and critical thinking skills required to effectively analyze, interpret, summarize pertinent data, quantify financial and operational benefits, identify risks to achieving projected outcomes, and develop and implement solutions to address data gaps or risks
• Direct Supervisory experiences of both individuals and large, complex teams
• Flexibility to travel based on client needs. While travel requirements may vary, the average is < 50
• Proficient in Microsoft office (Word, PowerPoint, Excel)
• US work authorization required

Preferences:

• Experience in a matrixed organization or cross-functional team environment
• Academic medical center experience preferred

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The estimated base salary range for this job is $215,000 - $265,000. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $268,750 - $350,750. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.
Position Level
Senior Director
Country
United States of Americ

Please refer the Job description for details