Position Summary: 

As a leader in the eye care industry, Eye Health America is seeking a visionary Director of Contact Center Operations who believes that every phone call, chat, and text is an opportunity to change a patient’s life. While efficiency and scale are critical, this role is defined by a "Patient-First" philosophy. You will lead a sophisticated global ecosystem—integrating on-shore clinical expertise with off-shore scalability—while leveraging cutting-edge AI and CRM technology to ensure our patients receive seamless, empathetic care from the moment they reach out.

Key Responsibilities:  

Patient-Centric Leadership

• Transform the contact center from a "transactional hub" to a "patient advocacy and engagement center."
• Develop and implement service standards that prioritize empathy, clinical accuracy, and patient ease-of-use.
• Advocate for the patient voice in executive meetings, using data to drive improvements in the physical clinic experience.

Operational Excellence & PE Stewardship

• Drive key performance indicators (KPIs) including Abandonment Rate and Average Speed to Answer (ASA), Quality & Scheduling Accuracy, and Patient Satisfaction (NPS & CSAT). 
• M&A Integration: Direct the integration of newly acquired practices into the centralized contact center, ensuring "Day 1" connectivity and service continuity.
• Manage the departmental P&L, focusing on cost-per-interaction while maintaining high-quality patient outcomes. Develop a highly functioning team of efficient, empathetic specialists. 
• Prepare and present "Board-ready" reports highlighting operational efficiency, growth scalability, and patient retention metrics. Patient reactivation is another important metric.

Team Management (on-shore, off-shore)

• Oversee a hybrid workforce, including a domestic (on-shore) team focused on complex clinical scheduling and an international (off-shore) partner focused on high-volume inquiries and support.
• On-Shore Scorecard Development: Fine-tune monthly department-level scorecards that track Quality Evaluations, Average Handle Time (AHT), Productive Time, Call Handling Volume, and Appointments Scheduled. 
• Redesign reward programs to focus on high-value outcomes (e.g., completed referrals) rather than just call volume.
• Manage the off-shore partners, ensuring cultural alignment and consistent quality of service.
• Forecast call volumes, ensuring staffing levels align with surgical peak times while eliminating OT.
• Foster a "one-team" culture, providing professional development and mentorship to both teams.
• Build a repeatable training "bootcamp" for new hires that covers ophthalmic terminology, NextGen workflows, call handling skills, and EHA’s patient experience standards.
• Quality Assurance (QA): Implement a rigorous QA program (using AI-driven sentiment analysis and manual audits) to ensure offshore and domestic agents meet customer service and HIPAA data management standards.

Technology & Innovation

• Lead the optimization of our platform (Phone, SMS, Webchat, Patient Portal, Self-Scheduling). Implement "digital first" options (SMS/Web) to deflect low-value calls from expensive live agents to automated platforms.
• Implement and manage AI-driven tools (e.g., Intelligent IVR, Chatbots, Agent Assist, and Sentiment Analysis) to reduce friction, handle routine tasks—appointment scheduling, reminders, and FAQs to reduce live-agent dependency and allow human agents to focus on high-value patient interactions.
• Partner with IT to ensure seamless integration between the contact center software and the Electronic Health Record (EHR) system.

• Experience: 8+ years in Contact Center leadership, with at least 3 years in a multi-site healthcare environment (PPM or Specialty Group experience preferred). 
• Scale: Proven track record of managing 100+ seats across both on-shore and off-shore environments.
• Tech Stack: Proven experience with telecommunications, i.e., 8x8, healthcare EHR/PM and advanced Contact Center as a service platform. Experience implementing AI/LLM tools in a clinical setting is an asset.
• Financial Acumen: Deep understanding of P&L management, specifically regarding labor cost arbitrage (offshoring) and      unit-cost-per-call reduction. Experience working within a Private Equity-backed organization is highly preferred; you understand the balance of rapid growth and fiscal discipline.
• Education: Bachelor’s degree required, Healthcare Admin, or related field; MBA, MHA or Lean Six Sigma certification is a plus.
• Travel: Ability to travel (up to 25%) to regional offices to facilitate integrations and training.