Director, Patient Contact Center

Job Description

Job Description

Director, Patient Contact Center

A career that changes lives.

SightMD is a rapidly growing integrated ophthalmic provider group, extending the reach of exceptional eye care to patients across New York, New Jersey, Pennsylvania, Connecticut and Massachusetts. With over 127 eye care providers and the convenience of 60 locations, our commitment to delivering unparalleled services is at the heart of everything we do. As we embark on our mission, we are actively seeking teammates who are eager to contribute to our legacy of eye excellence, a tradition that spans more than 50 years.

Position Summary:

The Director of Patient Call Center is responsible for the strategic leadership, operational performance, and continuous improvement of a high-volume, multi-channel patient contact center supporting a Physician Practice Management (PPM) organization serving approximately one million patients.

This leader oversees domestic and offshore call center operations, leveraging technologies including AI-enabled patient engagement tools, workforce optimization platforms, automation, CRM systems, omnichannel communications, and analytics-driven performance management.

The Director ensures an exceptional patient experience, operational efficiency, regulatory compliance, and scalable growth while supporting organizational goals related to patient access, retention, quality, and value-based care performance.

Key Responsibilities

Strategic Leadership

• Develop and execute the enterprise patient contact center strategy aligned with organizational growth, access, and patient experience goals.
• Lead a large-scale, multi-site patient engagement operation utilizing domestic and offshore staffing models.
• Build scalable operational frameworks capable of supporting a patient population exceeding one million lives.
• Partner with executive leadership on digital transformation initiatives, automation strategy, and patient access optimization.
• Drive innovation through implementation of AI-enabled solutions including:
• Conversational AI/chatbots
• Intelligent call routing
• Speech analytics
• Predictive staffing
• Self-service patient engagement tools
• Real-time quality monitoring

Essential Duties and Responsibilities

• Develop, implement, and continuously improve contact center policies, procedures, workflows, and service standards.
• Establish and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics including quality, productivity, patient satisfaction, response times, abandonment rates, and scheduling accuracy.
• Analyze operational and performance data to identify trends, gaps, root causes, and opportunities for improvement.
• Lead workforce management strategies to ensure appropriate staffing levels and achievement of departmental goals related to quality, efficiency, and patient experience.
• Partner with leadership teams to implement initiatives that improve patient access, scheduling efficiency, and overall service delivery.
• Design and oversee quality assurance and training programs for new and existing team members in collaboration with Corporate Training and People Operations.
• Monitor ongoing departmental performance against established targets and implement corrective action plans as needed.
• Evaluate and recommend enhancements to contact center technologies, systems, workflows, and reporting capabilities to improve operational performance and patient retention.
• Serve as a liaison between the Patient Contact Center and other operational departments to ensure alignment and continuity of care and service.
• Ensure compliance with all applicable healthcare regulations, privacy standards, and organizational policies, including HIPAA requirements.
• Support organizational initiatives, special projects, and other duties as assigned.

Required Qualifications

• Bachelor’s degree in healthcare administration, Business Administration, Communications, or a related field preferred. Equivalent combination of education and relevant experience may be considered.
• Minimum of five (5) years of progressive leadership experience in contact center management, patient access, healthcare customer service, or related operations.
• Demonstrated experience leading high-volume, multi-channel contact center operations.
• Strong knowledge of workforce management practices, call center technologies, quality assurance methodologies, and performance analytics.
• Experience developing and implementing operational strategies that improve patient satisfaction, employee engagement, and service efficiency.
• Proven ability to analyze data, identify operational challenges, and implement process improvement initiatives.
• Excellent leadership, organizational, problem-solving, and decision-making skills.
• Strong verbal, written, and interpersonal communication skills.
• Ability to manage multiple priorities and thrive in a fast-paced, metrics-driven environment.
• Advanced proficiency in Microsoft Office 365 applications including Excel, Word, PowerPoint, Outlook, and reporting tools.
• Experience with electronic health records (EHR), patient scheduling systems, and contact center platforms preferred.

Preferred Competencies

• Patient-centered and service-oriented leadership approach.
• Strong analytical and strategic thinking capabilities.
• Ability to build collaborative relationships across departments and organizational levels.
• High degree of professionalism, integrity, accountability, and adaptability.
• Commitment to continuous improvement and operational excellence.

Salary Range:

• $130,000 to $150,000/annually commensurate with experience

Benefits:

We aim to take care of our teammates the same way we take care of our patients. All SightMD employees receive the following benefits:

• Medical/Dental/Vision Insurance
• Prescription Drug Coverage
• Company Paid Term Life Insurance & Long-Term Disability
• Supplemental Insurance Benefits
• Employee Assistance Program (EAP)
• Retirement Plan - 401(k)
• Paid Time Off (PTO)
• Paid Holidays
• Career Development Programs

* All benefits are subject to eligibility requirements.

Equal Employment Opportunity Statement:

SightMD is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, criminal conviction, and all other protected classes under federal, state and local laws.

If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact People Services at View email address on ziprecruiter.com

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