Eye Health America · 3 hours ago
Director of Contact Center Operations
United States
Full-time
Remote
Director/Executive
8+ years expEye Health America is a leader in the eye care industry seeking a visionary Director of Contact Center Operations who prioritizes a 'Patient-First' philosophy. This role involves transforming the contact center into a patient advocacy center while overseeing a hybrid workforce and leveraging AI and CRM technology to enhance patient care.
Health CareMedicalMedical Device
Responsibilities
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
Drive key performance indicators (KPIs) including Abandonment Rate and Average Speed to Answer (ASA), Quality & Scheduling Accuracy, and Patient Satisfaction (NPS & CSAT)
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
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
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
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
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
Qualification
Required
8+ years in Contact Center leadership, with at least 3 years in a multi-site healthcare environment (PPM or Specialty Group experience preferred)
Proven track record of managing 100+ seats across both on-shore and off-shore environments
Proven experience with telecommunications, i.e., 8x8, healthcare EHR/PM and advanced Contact Center as a service platform
Deep understanding of P&L management, specifically regarding labor cost arbitrage (offshoring) and unit-cost-per-call reduction
Bachelor's degree required, Healthcare Admin, or related field
Ability to travel (up to 25%) to regional offices to facilitate integrations and training
Preferred
Experience implementing AI/LLM tools in a clinical setting is an asset
Experience working within a Private Equity-backed organization is highly preferred; you understand the balance of rapid growth and fiscal discipline
MBA, MHA or Lean Six Sigma certification is a plus
Company
Eye Health America
EHA is an eye care practice management company.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
LLR Partners
2018-03-01Private Equity
Leadership Team
Cathleen McCabe
Chief Medical Officer
Philip Isham, COE, OCS
Chief Development Officer
Recent News
2025-05-04
Company data provided by crunchbase