[Remote] Director, Patient Access and Contact Center Operations

Note: The job is a remote job and is open to candidates in USA. PRISM Vision Group is seeking a Director to lead and scale its contact center operations and centralized patient access model. The role oversees multi-site service performance, workforce planning, workflow standardization, quality, technology, and AI-enabled patient access while partnering across operational and clinical teams.

Responsibilities

• Oversee all contact center operations across PRISM, including multiple hubs and centralized patient access teams
• Lead contact center managers, supervisors, and frontline team members to deliver consistent, high-quality service across locations
• Establish operating standards for inbound calls, outbound outreach, appointment scheduling, referrals, patient inquiries, escalation pathways, and service recovery
• Build a culture of accountability focused on patient experience, access, efficiency, quality, and operational consistency
• Partner with practice leadership to ensure centralized operations support local clinic needs while advancing enterprise-wide standards
• Support the development of scalable staffing models, management structures, and operating rhythms across current and future contact center hubs
• Manage contact center performance through clear KPIs, dashboards, service levels, productivity metrics, quality reviews, and coaching routines
• Develop workforce planning practices, including staffing coverage, queue management, scheduling, capacity planning, and escalation support, adapting staffing models as AI-driven automation and self-service shift contact volume and channel mix
• Monitor and improve key contact center metrics such as call volume, speed to answer, abandon rate, handle time, service level, scheduling conversion, referral capture, productivity, quality, patient satisfaction, and AI-specific measures including containment/self-service resolution rate, AI-to-human escalation rate, and accuracy of AI-driven scheduling actions
• Identify performance gaps and lead process improvement initiatives to reduce variation, improve efficiency, and enhance the patient and staff experience
• Create consistent supervisor routines, team huddles, performance reviews, and feedback loops to support ongoing operational improvement
• Standardize contact center workflows, scripts, scheduling protocols, escalation pathways, documentation expectations, and service standards
• Develop and maintain training programs for new hires, supervisors, and existing team members
• Implement quality assurance programs, including call monitoring, scorecards, coaching standards, and service recovery processes
• Partner with Operations and clinical leaders to ensure scheduling and patient access workflows align with provider templates, appointment types, triage expectations, and clinic capacity
• Ensure contact center teams are prepared for new workflows, technology changes, practice integrations, and expansion into additional locations or service lines
• Serve as a joint decision-maker with IT on the selection, configuration, and governance of contact center and AI-enabled technology (including the voice agent/conversational AI platform), and partner with vendors and operational stakeholders to support the effective use and optimization of contact center technology and reporting tools
• Serve as an operational leader for platforms and systems including Five9, AthenaOne, Nextech, the AI-enabled voice agent/conversational AI platform, and workforce management tools
• Ensure operational requirements are reflected in call routing, IVR design, user access, reporting, dashboards, training, and workflow configuration
• Use data and analytics to identify trends, improve service performance, inform staffing decisions, and support leadership reporting
• Own the near-term rollout and ongoing operation of AI-enabled patient self-service and voice agent technology, and deploy AI-assisted tools that improve the frontline agent experience (e.g., quality scoring, real-time coaching, automated documentation), alongside CRM enablement and broader digital patient engagement capabilities
• Ensure all contact center operations comply with HIPAA, patient confidentiality standards, healthcare regulations, and PRISM policies
• Maintain high standards for professionalism, documentation, service quality, and patient communication
• Identify operational risks, training gaps, workflow breakdowns, and service issues; lead corrective actions in partnership with appropriate stakeholders
• Champion a responsive, compassionate, and consistent patient experience across every interaction

Skills

• 8+ years of progressive healthcare operations, patient access, call center, or contact center leadership experience
• 5+ years leading managers, supervisors, or large frontline teams in a high-volume healthcare service environment
• Direct experience managing healthcare contact center, centralized scheduling, patient access, referral, ambulatory operations, or physician practice support functions
• Proven experience leading multi-site or multi-hub operations with consistent performance standards
• Strong understanding of HIPAA, patient confidentiality, healthcare compliance, and service quality expectations
• Demonstrated ability to manage performance using KPIs, dashboards, service levels, productivity metrics, quality monitoring, and coaching
• Experience leading workflow standardization, process improvement, training, staffing model development, and change management initiatives
• Strong communication and stakeholder management skills, with the ability to work across Marketing, Operations, IT, Revenue Cycle, clinical leadership, and executive teams
• Experience evaluating, implementing, or governing AI-enabled contact center or patient engagement tools, including escalation logic, performance monitoring, and compliance/HIPAA safeguards for AI-driven patient interactions
• Healthcare contact center leadership
• Patient access operations
• Multi-site and multi-hub management
• Workforce planning and staffing model design
• KPI management and performance improvement
• Quality assurance and call monitoring
• Workflow standardization and process improvement
• Technology-enabled operations leadership
• Change management and stakeholder alignment
• Strong written and verbal communication
• Patient-first service mindset
• Ability to balance enterprise standardization with local practice needs
• Experience in ophthalmology, retina, ambulatory surgery center, MSO operations, specialty healthcare, or physician practice management
• Experience scaling centralized patient access or contact center operations across multiple practices, markets, or regions
• Familiarity with IVR design, call routing, and quality monitoring tools
• Master's degree or relevant certifications in healthcare administration, contact center management, patient experience, operations, or process improvement

Benefits

• Remote role

Company Overview