Full-Time
Call Center Director
Multiple Teams
Posted on 10/3/2025
Porter Cares
51-200 employees
Care coordination for hospital-to-home transitions
No salary listed
Tampa, FL, USA
Remote
 Customer Experience & Support (1) |
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- 10+ years of progressive leadership experience in call center/contact center management, with at least 5 years at a director or senior leadership level.
- Expertise managing both internal and outsourced call center operations.
- Strong command of call center technology, including telephony, IVR, workforce management, CRM, and analytics tools.
- Proven ability to interpret and act on complex data, driving operational improvements and strategic decision-making.
- Demonstrated ability to thrive in a fast-paced, high-intensity, growth-oriented environment.
- Exceptional leadership, communication, and change management skills.
- Own and direct all call center functions, including inbound, outbound, voicemail, and IVR operations, ensuring efficiency, compliance, and superior customer experience.
- Manage and optimize relationships with external call center partners, ensuring SLA adherence, cost-effectiveness, and seamless integration with internal teams.
- Develop, implement, and monitor KPIs, workforce management practices, and process improvements to achieve performance targets and service delivery goals.
- Leverage reporting, analytics, and dashboards to drive decision-making, improve conversion rates, reduce handle time, and enhance member/client outcomes.
- Partner with technology teams to maximize the use of telephony, CRM, IVR, and workforce management platforms to streamline operations and improve scalability.
- Recruit, develop, and mentor call center leaders and frontline teams, fostering a culture of accountability, performance, and continuous improvement.
- Champion a member-first approach, ensuring every interaction meets quality standards, compliance requirements, and aligns with the company’s mission.
- Collaborate with Sales, Clinical Operations, Product, Marketing, and IT teams to align call center strategy and cadence with business priorities and growth initiatives.
- Experience in healthcare, health services, or high-growth technology-enabled services preferred.
Porter Cares coordinates care for patients transitioning from hospital to home, focusing on at-risk members to improve outcomes and reduce costs. It works by bridging fragmented care silos through services like scheduling appointments, securing durable medical equipment (DME), and providing AI-driven health education, all coordinated with healthcare providers and insurers to ensure continuity of care and prevent avoidable readmissions. Compared with competitors, Porter Cares emphasizes a targeted focus on the most vulnerable patients and integrates care coordination across the hospital-to-home spectrum, including education and equipment logistics, to boost quality measures and member experience, ultimately supporting higher Star Ratings for health plans. Its goal is to improve quality and patient experience while lowering total cost of care by reducing readmissions, ER visits, and care gaps through seamless coordination and AI-supported education across care teams.
Company Size
51-200
Company Stage
Seed
Total Funding
$10.5M
Headquarters
Miami, Florida
Founded
2021
Simplify's Take
What believers are saying
- Eir Partners' growth investment expands Porter's AI-driven offerings and geographic reach.
- Priority Health partners with Porter for in-home assessments starting mid-summer 2025.
- Erin Montgomery as COO and Jennifer Biancucci drive risk adjustment and Medicare sales.
What critics are saying
- CMS audits target Porter's in-home risk adjustment visits, causing revenue clawbacks within 6-12 months.
- Signify Health undercuts Porter's prices using UnitedHealth network, capturing contracts in 12-18 months.
- Priority Health's unsolicited outreach letters trigger member opt-outs and contract losses in 3-6 months.
What makes Porter Cares unique
- Porter deploys AI analytics with in-home assessments for Medicare, Medicaid, ACA members.
- Porter's Care Guides coordinate transitions from hospital to home, securing DME and appointments.
- Porter's intelligence solution identifies unmet clinical and social needs standalone or integrated.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Vacation
Paid Sick Leave
Paid Holidays
Flexible Work Hours
Remote Work Options
Professional Development Budget
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 1%2 year growth
↑ 4%Porter, a platform connecting Medicare, Medicaid and ACA members with home-based care resources, has launched an intelligence solution to identify unmet clinical and social needs. The solution aims to provide health plans with a clearer view of their member populations whilst enabling more personalised support for individuals navigating complex healthcare systems. Founded to address disconnected care delivery, Porter combines AI analytics with care coordination services. The intelligence solution can be deployed alongside Porter's existing in-home programmes or as a standalone capability for health plans seeking better member insights. "Members are left to navigate disconnected systems on their own and too often, they fall through the cracks," said founder and CEO John Criswell. The company showcased the capabilities at RISE National 2026 in sessions focused on improving quality and reducing total cost of care.
Eir Partners Capital, LLC ("Eir Partners"), a Miami-based private equity firm specializing in healthcare technology and tech-enabled services, has partnered with Porter to accelerate its impact.
Eir Partners, a healthcare tech-focused private equity firm, announced a growth investment in Porter, a platform for care-at-home services. Porter, led by John Criswell, uses AI to enhance care coordination and improve patient outcomes. The investment will help Porter expand its offerings and geographic reach. Eir Partners has a history of scaling tech-enabled providers. Financial details of the investment were not disclosed.
BALTIMORE, March 12, 2024 /PRNewswire/ -- Porter, developer of the leading AI-driven care coordination platform and provider of comprehensive at-home clinical services, has announced the strengthening of its leadership team with Erin Montgomery assuming the role of Chief Operating Officer, joined by Jennifer Biancucci, who will serve as a Strategic Growth Advisor.Erin, boasting an impressive 25 years of healthcare expertise and a profound understanding of risk adjustment intricacies, will spearhead Porter's care coordination and in-home assessment programs. With her distinguished background as Chief Operating Officer of Advantmed and prior roles at Pulse8, Erin brings a wealth of experience to the table. She will oversee every facet of the member journey, from analytics to operational execution and through the data submission processes. In an era of heightened scrutiny from CMS regarding evidence of treatment, Erin's leadership will elevate the team's already outstanding capabilities to new heights.Jennifer, fueled by her firsthand caregiving experience and backed by over 20 years in healthcare, is a dynamic sales executive known for delivering results in payer and provider markets. She has been a driving force in the in-home care and lab testing sectors, holding pivotal roles as the Vice President of Business Development at ixlayer and VP of Sales at Signify Health. With her unmatched expertise in the Medicare industry, Jennifer is poised to propel Porter's sales team to unparalleled success.Every member of Porter's burgeoning team is relentlessly dedicated to delivering tailored care, relevant guidance, and personalized support to every member we serve
The Miami company's AI-powered platform connects members with curated services, products and information to help patients manage their heath remotely.