Director, Patient Access and Contact Center Operations

Prism Vision Group•Berkeley Heights, NJ

3d•$145,000 - $185,000•Remote

About The Position

PRISM Vision Group is seeking an experienced healthcare operations leader to serve as Director, Patient Access & Contact Center Operations. This role will oversee all contact center operations across PRISM, 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, this leader will be responsible for building and scaling a standardized, patient-centered contact center model that improves access, strengthens service consistency, supports practice operations, and enhances the overall patient experience. The Director will lead both day-to-day performance and longer-term operational transformation as PRISM advances a more centralized, technology-enabled, and data-driven patient access model. The ideal candidate brings deep healthcare contact center or patient access leadership experience, strong multi-site operational discipline, comfort working with technology and analytics, and the ability to partner effectively across Marketing, Operations, IT, Revenue Cycle, clinical leadership, practice teams, and external vendors.

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 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.