Director of Operations in Draper, Utah at Forward Health LLC

Director of Operations (Patient Services)

Forward Health LLC | Draper, Utah | Full-Time, Salaried W-2 | In-Office | 40 hrs/week

Forward Health LLC is a growing, physician-led healthcare organization focused on sleep medicine — owning and operating physician practices, sleep labs, and durable medical equipment (DME) companies. We acquire and integrate new entities regularly, and our infrastructure must scale with us. Our culture is entrepreneurial: direct, results-driven, and built for people who take ownership.

We are seeking a Director of Patient Services to lead our centralized call center operation at the highest level. Our call center is not a startup situation — we have an established team of 20 agents, two functioning programs with team leads in place, and defined processes already running. The person who built this foundation is moving on, and we are looking for the right leader to take ownership of what has been built, strengthen it, and grow it significantly.

We are looking to fill this role as soon as possible.

The Role

As Director of Patient Services, you will have full accountability for the performance, structure, staffing, and growth of our call center. You will report directly to executive leadership and operate with a high degree of autonomy. Leadership wants a true thought partner — not a manager who needs managing.

Our call center currently supports 8 entities. As we grow through acquisition, that number will increase. You will be the standard-bearer for how patient-facing operations are run across the entire organization.

Core Responsibilities

• Provide senior-level leadership to two established call center teams — Resupply and Inbound — each led by a team lead who will report to you
• Invest in the development of both team leads as emerging leaders: build their capabilities, hold them accountable, and set the tone for leadership culture on your team
• Own the stability, quality, and continuous improvement of all current call center operations
• Serve as the primary architect of call center expansion: identify operational functions across the organization that are candidates for centralization, design the process, staff and train a team, and build toward installing a team lead to own it long-term
• Oversee and optimize offshore support resources integrated into call center workflows
• Lead performance management, reporting, and KPI accountability across all functions
• Act as a key voice in technology decisions related to dialer platforms, IVR phone architecture, CRM systems, and workflow tooling
• Model excellence in all things — this role is highly visible across all entities we support

What We Are Looking For

Required:

• An established, proven leader with a track record of running or building a call center organization — not just managing within one
• Strong people leadership and coaching capability — you build leaders, not just followers
• Exceptional process discipline —you build systems that work without you and document to a standard
• True independence and assertiveness — you identify problems, propose solutions, and execute without waiting for direction
• Experience in a call center leadership role with accountability for team structure, performance, and outcomes
• A hands-on approach — you are not above doing the work yourself when the moment calls for it

Preferred:

• Healthcare, DME, or physician practice experience
• Salesforce CRM experience
• Experience with dialer platforms and IVR phone system architecture
• Experience managing offshore or distributed support teams
• Strong Excel skills and comfort with data structures and reporting
• Experience using or integrating AI tools into operational workflows

Compensation & Benefits

• Salary range: $75,000 – $125,000 depending on experience and depth of background
• Quarterly bonus opportunity: 10–15% of salary based on business financial performance
• Full benefits package
• Flexible (unlimited) PTO
• In-office, full-time position — Draper, Utah
• 40-hour work week, W-2 employment

• A direct reporting relationship to executive ownership with real influence over strategy and operations

How to Apply

Please submit your resume to be considered for this position. We are hiring immediately and will be in touch with qualified candidates promptly.

This is a rare opportunity to step into a director-level role with genuine autonomy, a clear mandate to build, and direct access to executive leadership in a company that is actively growing. If you are an operator at heart who leads with both strategy and hands-on execution, we want to hear from you.

Forward Health LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.