Remote Director: Patient Access & Contact Center Operations

PRISM Vision Group; New Providence (NJ); Remote; USD 145,000 - 185,000; Full time

Job summary

PRISM Vision Group is seeking an experienced healthcare operations leader to serve as Director, Patient Access & Contact Center Operations.

You 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.

Qualifications

• 8+ years in healthcare operations or contact center leadership.
• 5+ years leading managers and large frontline teams.
• Direct experience managing healthcare contact center, centralized scheduling, patient access, or ambulatory operations.
• Proven experience leading multi-site or multi-hub operations with consistent performance standards.
• Experience evaluating, implementing, or governing AI-enabled contact center tools, including escalation logic and compliance safeguards.

Responsibilities

• Oversee all contact center operations across PRISM hubs and centralized patient access teams.
• Lead managers, supervisors, and frontline staff to deliver consistent, high-quality service.
• Establish operating standards for inbound/outbound calls, scheduling, referrals, and escalation pathways.
• Develop staffing models, workforce planning, and operating rhythms across hubs.
• Partner with IT, Revenue Cycle, clinical leadership, and vendors to optimize technology and reporting.
• Drive AI-enabled patient self-service rollout and AI-assisted tools for agents.

Skills

Healthcare ops leadership

Executive leadership

Multi-site operations

KPI management

Stakeholder management

Education

Master’s degree or relevant certifications

Tools

Five9

AthenaOne

Nextech

AI platform

Job description

PRISM Vision Group is seeking an experienced healthcare operations leader to serve as Director, Patient Access & Contact Center Operations.

You 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.