Patient Experience & Contact Center Leader

Acuity Eye Group; Arcadia (CA); In loco; USD 130.000 - 210.000; Tempo pieno

Descrizione del lavoro

Acuity Eye Group, a leading ophthalmology network in Southern California, seeks a Contact Center Director to oversee both external and in-house operations across Arcadia and the clinic network. You will drive scheduling accuracy, patient access, and rapid issue resolution through phone and digital channels.

Ideal candidates bring 5+ years in healthcare call center leadership, strong KPI management, and expertise with EMR/scheduling systems.

Competenze

• 5+ years of call center leadership experience, ideally in healthcare or multi-site settings.
• Experience managing both an external call center relationship and an in-house team.
• Proven track record of driving performance metrics and continuous improvement.
• Excellent communication skills and ability to work cross-functionally with clinical and operations leaders.
• Proficiency with call center technology platforms and EMR/scheduling systems.

Mansioni

• Oversee the external call center partner in Arcadia, ensuring staffing, scheduling coverage and workflow alignment.
• Monitor KPIs such as call volume, speed to answer, abandonment rate, first-call resolution, and scheduling accuracy; drive improvements.
• Lead the in-house outbound, medical records, and internal support teams; manage hiring, training, and performance reviews.
• Coordinate outbound campaigns with Marketing and Regional Directors to align with clinic capacity and business goals.
• Provide regular reporting on call center performance to executive leadership and drive service recovery when needed.
• Maintain outbound scripts, call lists, and quality standards; coach staff to ensure high-quality patient interactions.

Conoscenze

Call center leadership

Healthcare experience

KPIs management

Strumenti

Nextech

EMR scheduling

Descrizione del lavoro

Acuity Eye Group, a leading ophthalmology network in Southern California, seeks a Contact Center Director to oversee both external and in-house operations across Arcadia and the clinic network. You will drive scheduling accuracy, patient access, and rapid issue resolution through phone and digital channels.

Ideal candidates bring 5+ years in healthcare call center leadership, strong KPI management, and expertise with EMR/scheduling systems.