Director, Patient Access and Contact Center Operations

Prism Vision Group•Berkeley Heights, NJ

1d•$145,000 - $185,000•Remote

About The Position

PRISM Vision Group is seeking an experienced healthcare operations leader to oversee contact center operations across the organization, including multiple hubs, centralized patient access workflows, scheduling support, inbound and outbound call operations, service performance, quality assurance, and operational readiness. Reporting to the SVP of Marketing, the Director will build and scale a standardized, patient-centered contact center model to improve access, strengthen service consistency, support practice operations, and enhance the patient experience. The role leads day-to-day performance and longer-term operational transformation as PRISM advances a centralized, technology-enabled, and data-driven patient access model. The Director will lead contact center managers, supervisors, and frontline teams; establish operating standards and performance measures; and partner across Marketing, Operations, IT, Revenue Cycle, clinical leadership, practice teams, and external vendors. The role also oversees workforce planning, workflow standardization, training, quality assurance, technology governance and optimization, reporting, compliance, and patient experience. It includes responsibility for the near-term rollout and ongoing operation of AI-enabled patient self-service and voice agent technology, as well as AI-assisted tools that improve frontline agent work. This is a remote, exempt, full-time position requiring multi-site travel of up to 25%. The compensation range is $145,000–$185,000, dependent on experience.

Requirements

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.

Nice To Haves

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.

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 support local clinic needs while advancing enterprise-wide standards.
Develop scalable staffing models, management structures, and operating rhythms across current and future contact center hubs.
Manage performance using KPIs, dashboards, service levels, productivity metrics, quality reviews, and coaching routines.
Develop workforce planning practices for staffing coverage, queue management, scheduling, capacity planning, and escalation support, adapting to AI-driven automation and self-service.
Monitor contact center metrics, including call volume, speed to answer, abandon rate, handle time, service level, scheduling conversion, referral capture, productivity, quality, patient satisfaction, and AI-specific measures.
Identify performance gaps and lead process improvements to reduce variation, improve efficiency, and enhance patient and staff experience.
Create consistent supervisor routines, team huddles, performance reviews, and feedback loops.
Standardize 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 align scheduling and patient access workflows with provider templates, appointment types, triage expectations, and clinic capacity.
Prepare teams for new workflows, technology changes, practice integrations, and expansion into additional locations or service lines.
Serve as a joint decision-maker with IT on selection, configuration, and governance of contact center and AI-enabled technology, and partner with vendors and operational stakeholders on effective use and optimization.
Provide operational leadership for 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; deploy AI-assisted tools such as quality scoring, real-time coaching, and automated documentation, alongside CRM enablement and broader digital patient engagement capabilities.
Ensure contact center operations comply with HIPAA, patient confidentiality standards, healthcare regulations, and PRISM policies.
Maintain standards for professionalism, documentation, service quality, and patient communication.
Identify operational risks, training gaps, workflow breakdowns, and service issues, and lead corrective actions with appropriate stakeholders.
Champion a responsive, compassionate, and consistent patient experience across every interaction.