About DxTx Pain & SpineDxTx Pain & Spine is a physician-aligned partner organization supporting independent, award-winning physicians nationwide. We provide scalable operational resources—including back-office support, compliance, finance, ASC services, and marketing—while preserving each practice’s autonomy and identity.The OpportunityYou will lead a team of Customer Service Representatives (CSRs) and oversee daily contact center operations in a fast-paced, patient-centered setting. This role drives service excellence, resolves escalations, ensures quality standards, and supports continuous improvement through collaboration and strong communication.What You’ll DoLeadership & CultureBuild a culture of accountability, collaboration, and continuous improvementProvide daily coaching, motivation, and performance feedbackConduct formal evaluations and regular coachingManage second-level escalations and sensitive patient concernsCompliance & QualityUse QA tools and performance data to identify trends and implement improvementsMaintain high-quality, compliant service aligned with KPIsDeliver structured coaching based on QA reviewsSupport HIPAA-compliant handling of patient dataOperations & Patient FlowOversee accurate and efficient patient registration and schedulingMonitor queues and adjust staffing to meet service levelsSupport CSRs with complex issues and communicate outcomesCollaborate with extended teams to maintain and improve workflowsYou’ll Thrive in This Role If You…Enjoy coaching and developing team membersCommunicate clearly and manage conflict effectivelyStay calm under pressure and adapt quicklyUse data to guide decisions and improvementsAre driven to enhance both patient experience and team performanceQualifications2+ years of call center leadership experienceExperience with ACD, QA, and WFM toolsHealthcare or medical call center experienceExperience with AI-enabled call centers (preferred)Familiarity with HIPAA and patient data regulationsAbility to analyze performance metrics and coach to resultsPhysical RequirementsSitting for long periodsSpeaking/hearing with or without accommodationsUse of hands for handling and reachingAbility to lift 10 lbs frequently, 25 lbs occasionallyClose vision, depth perception, and focus adjustmentBenefits We OfferHealth, Dental & Vision InsuranceAccident and Life/AD&D InsuranceShort & Long-Term DisabilityEmergency Travel AssistanceID-Theft Protection ServicesLifeMart Employee Discount ProgramHealth Savings Account (HSA)Health Management ToolsPTO & Company Paid HolidaysPaternal Leave401(k) Retirement PlanRemote StipendTravel ReimbursementContinuing Education ReimbursementBonusly (employee recognition)DailyPay (on-demand pay access)Why You’ll Love Working at DxTx Pain & SpineYou’ll join a mission-driven organization dedicated to innovation, clinical excellence, and strong physician partnerships. Your leadership will directly support both patients and providers while contributing to a culture of growth, transparency, and collaboration.Ready to Lead with Purpose?If you’re passionate about developing high-performing teams, driving quality outcomes, and improving patient experience, we encourage you to apply.An Equal Opportunity EmployerWe do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.
