Senior Director, Patient Contact & Communications – Strategic Initiatives

Panorama

. Provide overall leadership for Panorama Eyecare's patient communications, including the contact center .

Posted 9/29/2026full-timeRemote • United StatesSenior💰 $145,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in healthcare contact center operations, including leadership in patient communications, strategic initiative execution, and compliance with HIPAA regulations. Proven ability to analyze operational metrics and optimize workflows to enhance patient satisfaction and team performance.

Highest-signal resume keywords

Healthcare Contact Center LeadershipStrategic Initiative ExecutionOperational Metrics AnalysisProject Management CertificationPatient Satisfaction Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center OperationsPerformance ManagementWorkflow OptimizationBudget DevelopmentKPI DevelopmentQuality Assurance ProgramsSystem ImplementationsData AnalysisStaffing Model DevelopmentPolicy Development

Soft Skills

Interpersonal SkillsCommunication SkillsAnalytical SkillsProblem-Solving Skills

Certifications & Qualifications

Project Management Certification

Industry Keywords

HIPAA CompliancePatient AccessOptometry ExperienceOphthalmology ExperienceHealthcare Operations

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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