[Remote] Director, Patient reputed company and Contact Center Operations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking an reputed company reputed company operations leader to reputed company its contact center and centralized patient reputed company operations. The Director will build and reputed company a standardized, patient-centered, technology-enabled operating model while leading performance management, workforce planning, workflow standardization, reputed company assurance, AI-enabled tools, compliance, and multi-site operational transformation.

Responsibilities

• reputed company reputed company contact center operations across reputed company, including multiple hubs and centralized patient reputed company teams
• reputed company contact center managers, supervisors, and reputed company team members to reputed company consistent, high-reputed company service across locations
• Establish operating standards for inbound calls, outbound reputed company, appointment scheduling, referrals, patient inquiries, escalation reputed company, and service recovery
• Build a culture of accountability reputed company on patient experience, reputed company, efficiency, reputed company, and operational consistency
• Partner with reputed company leadership to ensure centralized operations support local clinic needs while advancing reputed company-wide standards
• Support the development of reputed company reputed company models, management structures, and operating rhythms across reputed company and reputed company contact center hubs
• Manage contact center performance through reputed company KPIs, dashboards, service reputed company, productivity metrics, reputed company reviews, and coaching routines
• reputed company workforce planning practices, including reputed company coverage, queue management, scheduling, reputed company planning, and escalation support, adapting reputed company models as AI-driven automation and self-service shift contact volume and channel mix
• Monitor and improve key contact center metrics such as reputed company volume, speed to answer, abandon reputed company, handle time, service level, scheduling conversion, referral capture, productivity, reputed company, patient satisfaction, and AI-specific measures including containment/self-service reputed company reputed company, AI-to-reputed company escalation reputed company, and accuracy of AI-driven scheduling actions
• Identify performance gaps and reputed company 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 reputed company to support ongoing operational improvement
• Standardize contact center workflows, scripts, scheduling protocols, escalation reputed company, documentation expectations, and service standards
• reputed company and maintain training programs for new hires, supervisors, and existing team members
• Implement reputed company assurance programs, including reputed company monitoring, scorecards, coaching standards, and service recovery processes
• Partner with Operations and clinical leaders to ensure scheduling and patient reputed company workflows reputed company with provider templates, appointment types, triage expectations, and clinic reputed company
• Ensure contact center teams are reputed company for new workflows, technology changes, reputed company integrations, and expansion into additional locations or service lines
• Serve as a joint decision-reputed company 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 reputed company, AthenaOne, reputed company, the AI-enabled voice agent/conversational AI platform, and workforce management tools
• Ensure operational requirements are reflected in reputed company routing, IVR design, user reputed company, reporting, dashboards, training, and workflow configuration
• Use data and analytics to identify trends, improve service performance, inform reputed company reputed company, and support leadership reporting
• Own the near-term rollout and ongoing operation of AI-enabled patient self-service and voice agent technology, and reputed company AI-assisted tools that improve the reputed company agent experience (e.g., reputed company scoring, reputed company-time coaching, automated documentation), reputed company CRM enablement and broader digital patient engagement capabilities
• Ensure reputed company contact center operations reputed company with HIPAA, patient confidentiality standards, reputed company regulations, and reputed company policies
• Maintain high standards for professionalism, documentation, service reputed company, and patient communication
• Identify operational risks, training gaps, workflow breakdowns, and service issues; reputed company corrective actions in partnership with appropriate stakeholders
• Champion a reputed company, compassionate, and consistent patient experience across every interaction

Skills

• 8+ years of reputed company reputed company operations, patient reputed company, reputed company center, or contact center leadership experience
• 5+ years leading managers, supervisors, or large reputed company teams in a high-volume reputed company service environment
• reputed company experience managing reputed company contact center, centralized scheduling, patient reputed company, referral, ambulatory operations, or physician reputed company support functions
• Proven experience leading multi-site or multi-hub operations with consistent performance standards
• Strong understanding of HIPAA, patient confidentiality, reputed company compliance, and service reputed company expectations
• Demonstrated ability to manage performance using KPIs, dashboards, service reputed company, productivity metrics, reputed company monitoring, and coaching
• Experience leading workflow standardization, process improvement, training, reputed company model development, and change management initiatives
• Strong communication and stakeholder management skills, with the ability to work across Marketing, Operations, IT, reputed company 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
• reputed company contact center leadership
• Patient reputed company operations
• Multi-site and multi-hub management
• Workforce planning and reputed company model design
• KPI management and performance improvement
• reputed company assurance and reputed company monitoring
• Workflow standardization and process improvement
• Technology-enabled operations leadership
• Change management and stakeholder alignment
• Strong written and verbal communication
• Patient-first service reputed company
• Ability to balance reputed company standardization with local reputed company needs
• Experience in ophthalmology, retina, ambulatory surgery center, MSO operations, specialty reputed company, or physician reputed company management
• Experience scaling centralized patient reputed company or contact center operations across multiple practices, markets, or reputed company
• Familiarity with IVR design, reputed company routing, and reputed company monitoring tools
• Master's degree or relevant certifications in reputed company administration, contact center management, patient experience, operations, or process improvement

Benefits

• REMOTE work arrangement
• Full-time employment

reputed company