Senior Director, Patient Contact & Communications and Strategic Initiatives

Who We Are

At Panorama Eyecare, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together!

The Position

As Senior Director, Patient Contact & Communications and Strategic Initiatives at Panorama Eyecare, you will play a pivotal role in our mission to deliver the best eyecare. You'll be part of a collaborative team that values Partnership, Engagement, Excellence, and Stewardship. Together, we create an environment where mutual respect is at the forefront, equipping you with the tools, training, and empowerment necessary to excel in your role.

The Role

The Senior Director, Patient Communications and Strategic Initiatives provides overall leadership for Panorama Eyecare's patient communications, including the contact center. This leader oversees operations, growth, integration, and innovation, and helps fulfill our mission in doing so. The Senior Director also leads strategic initiatives assigned by leadership, including information technology (IT) initiatives. This leader creates strategies and objectives for their areas of responsibility, defines policies and procedures, and leads by example to ensure our mission, vision, and values are met. This is an opportunity to truly make a difference and shape the future of the patient experience.

Patient Communications and Contact Center Leadership

• Strategic Leadership: Creates patient communications and contact center strategies and specific objectives that support organizational goals and implements operational plans to improve the efficiency and effectiveness of operations.
• Policies and Procedures: Defines, documents, and maintains contact center and patient communications policies and procedures that support a consistent, scalable operation across all locations.
• Team Management and Staffing: Maintains the right staffing levels through recruitment, selection, training, and performance management programs that deliver high levels of service and employee engagement.
• Performance Goals and Metrics: Develops performance goals, key performance indicators (KPIs), and quality standards for service delivery.
• Data Analysis and Workforce Planning: Analyzes call data and operational metrics to identify trends, measure productivity, and develop staffing solutions that respond to call volume and patient needs.
• Patient Experience Enhancement: Designs and implements initiatives to improve patient satisfaction and overall patient experience through timely and effective communication across all patient contact channels.
• Quality Assurance: Establishes and maintains quality assurance programs to monitor and evaluate patient interactions against defined quality standards.
• Budget Management: Develops and oversees budgets for areas of responsibility, controlling costs while making the best use of resources to meet operational goals.
• Regulatory Compliance: Ensures operations comply with healthcare regulations such as HIPAA, as well as PEC's policies and procedures.
• Crisis Management: Develops and implements protocols for managing high call volumes or emergencies so that patient needs are met promptly and effectively.

Strategic Initiatives

• Strategic Initiative Leadership: Leads strategic initiatives and special projects as determined by leadership, which may change based on organizational priorities.
• IT Initiatives: Leads or supports IT initiatives such as system selections, implementations, upgrades, and integrations. Works with IT, vendors, and operational teams to meet business needs and deliver on schedule and within budget.
• Technology Implementation: Works with other departments to integrate new technologies, processes, and tools that improve operations and patient interactions.
• Project Management: Defines project scope, goals, timelines, resources, and success measures. Tracks progress, manages risks, and reports status and results to leadership.
• Change Management: Prepares teams for new systems, processes, and workflows through clear communication, training, and adoption planning.
• Stakeholder Collaboration: Works closely with HR, IT, clinic leadership, and other departments to align services and initiatives with the organization's overall goals.
• Other Duties: Performs other duties and initiatives as assigned by leadership.

 Who You Are 

Performance/Skills Requirements

• Demonstrated experience in a healthcare contact center or patient access leadership role.
• Deep knowledge of contact center and patient communications operations, and 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, with the ability to use data and forward-thinking solutions to navigate the complexities of a fast-paced healthcare environment.
• Skilled in optimizing workflows, managing teams, developing staffing models, and maintaining high levels of patient satisfaction.
• Excellent interpersonal and communication skills, with the ability to partner effectively with stakeholders at all levels, including executive leadership.
• Thrives in a fast-paced, dynamic environment and embraces change as an opportunity for growth.

Education/Certifications/Experience

• 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.

 Additional Job Details: 

• Location: Remote, with up to 50% travel between clinic locations in Colorado and Wyoming.
• This is a Full Time position.
•  Compensation for this role will be $145,000 - $175,000 annually based on experience.

Our Growth Opportunities

At Panorama Eyecare, we care about our employee’s ability to grow within the company. Therefore, we have created career growth plans that allow employees the ability to work toward their professional growth. We encourage all employees to apply for internal openings they may be qualified for, and we welcome the opportunity to interview and coach employees on how to grow.

Our Employee 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

Join Our Team!

Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As an Eyecare Professional, you will not only provide exceptional patient care, but also shape the future of our practices. Together, we are transforming the eyecare landscape. Our job postings are open for 30 days or until a qualified candidate is hired. Click "apply" now and let your passion for excellence and patient well-being shine!

EEOC

Panorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.