Contact Center Director

Contact Center Director

Acuity Eye Group is a leading multi-site ophthalmology platform serving patients across Southern California, with more than 50 clinic locations and four ambulatory surgery centers. We are committed to delivering exceptional clinical outcomes and an outstanding patient experience at every touchpoint, starting with the very first phone call.

The Contact Center Director oversees Acuity's full contact center operation, spanning inbound patient calls handled through an external call center located in Arcadia and an in-house team responsible for outbound calling, medical records, scheduling, patient inquiries, and service recovery across the organization's clinic network. This role is accountable for external partner performance on the inbound side, direct team management on the internal side, and the overall patient experience delivered through phone and digital contact channels. The Call Center Director partners closely with Regional Directors, physicians, and clinic leadership to ensure scheduling accuracy, appointment access, and rapid resolution of patient concerns.

Key Responsibilities:

• Own the day-to-day relationship with the external call center located in Arcadia, including staffing levels, scheduling coverage, and workflow alignment
• Hold the external partner accountable to contracted key performance indicators such as call volume, average speed to answer, abandonment rate, first-call resolution, and scheduling accuracy
• Monitor call quality delivered by the external team and coach their team leads on Acuity-specific standards and protocols
• Serve as the primary internal contact for the external partnership, including contract terms, reporting cadence, and escalation of service issues
• Manage technology integration between the external partner and Acuity's systems (phone/IVR platforms, EMR scheduling tools) and partner with IT/Nextech teams on system issues and enhancements
• Serve as the escalation point for complex patient service issues requiring rapid resolution
• Develop and refine service recovery protocols in partnership with clinic and regional leadership
• Track patient complaint trends and report findings to drive process improvement across the practice
• Set training programs, scripts, and quality standards that the external team is trained and audited against
• Review external staffing plans and escalate coverage gaps or performance concerns to the partner's leadership team
• Participate in the external partner's hiring, training, and performance review processes for staff assigned to the Acuity account where applicable
• Foster a culture of accountability, empathy, and continuous improvement across the partnership
• Hire, train, and develop the in-house team, including supervisors and representatives across outbound calling and medical records functions
• Direct outbound calling initiatives such as appointment confirmations, recall and reactivation campaigns, no-show follow-up, and post-visit outreach
• Oversee the medical records team, including timely processing of records requests, release-of-information compliance, and coordination with clinics and outside requestors
• Own performance metrics for in-house functions, including outbound call volume, contact rate, conversion (booked/rebooked appointments), campaign completion timelines, and medical records turnaround time
• Build and maintain outbound scripts, call lists, and quality standards, and coach staff to maintain consistent, high-quality patient interactions
• Conduct performance reviews and manage corrective action processes for in-house staff in partnership with HR
• Coordinate outbound campaign priorities with Marketing and Regional Directors to align with clinic capacity and business goals
• Lead other internal call center functions as they are assigned to the department
• Partner with Regional Directors and Practice Managers to align call center scheduling practices with clinic capacity and physician templates
• Work with Marketing on campaigns that drive call volume (e.g., new patient acquisition, recall campaigns)
• Collaborate with Revenue Cycle Management on scheduling practices that affect billing and collections
• Provide regular reporting and insights to the COO on call center performance and improvement initiatives
• Identify opportunities to improve scheduling efficiency, reduce no-show rates, and expand patient access
• Support rollout of new scheduling policies (e.g., confirmation and no-show reduction programs) across the call center
• Evaluate and recommend call center technology and staffing model improvements as the practice grows

Requirements:

Qualifications:

• 5+ years of call center leadership experience, ideally in healthcare or a multi-site services environment
• Experience managing both an external call center relationship and a direct, in-house team
• Demonstrated track record managing performance metrics and driving measurable improvement
• Excellent communication skills and comfort working cross-functionally with clinical and operational leaders
• Proficiency with call center technology platforms and EMR/scheduling systems

• Experience in ophthalmology, medical specialty practice, or ambulatory surgery center operations
• Familiarity with Nextech or similar practice management/EMR systems
• Experience overseeing medical records or release-of-information functions
• Prior experience managing an external or outsourced call center partner
• Six Sigma, Lean, or other process improvement training

What Success Looks Like:

• Consistent improvement in external partner inbound KPIs (speed to answer, abandonment rate, scheduling accuracy)
• Strong outbound campaign performance, including contact rate, rebooking conversion, and reduced no-show rates
• Timely, compliant medical records processing
• A well-managed external partnership with clear accountability and low escalation volume, alongside an engaged, low-turnover in-house team
• High patient satisfaction scores tied to phone and scheduling interactions
• Strong, trusted working relationships with Regional Directors and clinic leadership

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This is primarily an office classification. Temperature conditions are controlled with limited direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, keyboard, handle, or feel, reach with hands and arms, see, talk and hear. The employee will frequently lift and/or carry reports, records and other materials that typically weigh less than 20 pounds. The employee is occasionally required to stoop, kneel, bend, or crouch.

Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment.

All of the information contained herein reflect general details as necessary to describe the principal functions of this classification, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Management reserves the rights to add, modify, change, or rescind the duties and/or work assignments of all positions, without advanced notice, and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Notwithstanding any of the foregoing described job responsibilities, employee shall not engage in activities that constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neither exercise control over nor interfere with the clinician-patient relationship. Clinicians shall have sole responsibility for all professional services provided to patients.