Senior Director, Patient Contact & Communications – Strategic Initiatives

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⛰️ Colorado, Wyoming – Remote

⛰️ Colorado – Remote 🦬 Wyoming – Remote

💵 $145k - $175k / year

⏰ Full Time

🟠 Senior

🧐 Strategy

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Panorama

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🏥 Healthcare

✈️ Travel

💼 Consulting

Healthcare • Travel • Consulting

Panorama is a global collective of leadership experts that focuses on fostering diversity, creativity, and shared expertise for the benefit of its clients. The firm specializes in executive search and leadership advisory services across various industries, including health and life sciences, higher education, industrial and energy sectors, private equity, professional services, and the public sector. With a partner-owned, boutique approach, Panorama collaborates with organizations to identify and cultivate resilient leadership that addresses both local and global challenges.

📋 Description

• Provide overall leadership for Panorama Eyecare's patient communications, including the contact center • Oversee operations, growth, integration, and innovation • Lead strategic initiatives and special projects assigned by leadership, including IT initiatives • Create strategies, objectives, policies, and procedures for areas of responsibility • Develop contact center strategies and operational plans supporting organizational goals • Define, document, and maintain scalable contact center and patient communications policies and procedures • Manage recruitment, selection, training, staffing levels, and performance management • Develop performance goals, KPIs, and quality standards • Analyze call data and operational metrics for productivity, trends, staffing, and patient needs • Design initiatives to improve patient satisfaction and overall patient experience • Establish quality assurance programs for patient interactions • Develop and oversee budgets while controlling costs • Ensure compliance with HIPAA and organizational policies • Develop protocols for high call volumes and emergencies • Lead or support system selections, implementations, upgrades, and integrations • Coordinate with IT, vendors, and operational teams to meet business needs and timelines • Define project scope, goals, timelines, resources, and success measures • Track progress, manage risks, and report status and results to leadership • Prepare teams for new systems, processes, and workflows through communication, training, and adoption planning • Collaborate with HR, IT, clinic leadership, and other departments • Perform other duties and initiatives as assigned

🎯 Requirements

• Demonstrated experience in a healthcare contact center or patient access leadership role • Deep knowledge of contact center and patient communications operations • Solid knowledge of broader practice operations • Proven ability to lead cross-functional strategic and IT initiatives from planning through implementation • Strong analytical and problem-solving skills • Experience optimizing workflows, managing teams, developing staffing models, and maintaining high patient satisfaction • Excellent interpersonal and communication skills • Bachelor's degree in a relevant field of study or equivalent experience • Minimum 7 years of managerial experience leading healthcare contact center operations, preferably across multiple, geographically dispersed contact centers • Experience leading technology or system implementations in a healthcare setting preferred • Project management certification (e.g., PMP) a plus • Optometry or ophthalmology experience preferred • Willingness to travel up to 50% between clinic locations in Colorado and Wyoming

🏖️ Benefits

• PTO accruals start at 3 weeks • Comprehensive medical and dental insurance • Company paid optical allowance • Company paid routine eye care • Short-term and long-term disability insurances • Educational allowance • Generous paid holiday program • 401K with company match • Career growth plans and professional development support • Tools, training, and empowerment to excel in the role