Who We Are At Panorama Eyecare company, 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 Director of the Call Center 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 Director of the Call Center will contribute to the fulfillment of Panorama Eyecare's mission statement by overseeing operations, growth, integration, and innovation for the call center and is tasked with leading 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 our call center experience.
- Strategic Leadership: Develops and implements operational strategies to enhance the efficiency and effectiveness of call center operations.
- Team Management: Oversees recruitment, training, and performance management of call center staff to ensure high levels of service and employee engagement.
- Patient Experience Enhancement: Designs and implements initiatives to improve patient satisfaction and overall patient experience through timely and effective communication.
- Quality Assurance: Establishes and maintains quality assurance programs to monitor and evaluate call center interactions, ensuring compliance with healthcare regulations and standards.
- Performance Metrics Analysis: Analyzes key performance indicators (KPIs) and operational data to assess call center performance, identify areas for improvement, and drive strategic decision-making.
- Technology Implementation: Collaborates with other departments to integrate new technologies, processes, and tools that enhance call center operations and patient interactions.
- Budget Management: Prepares and oversees the call center budget, ensuring cost-effectiveness while maximizing resource allocation to meet operational goals.
- Regulatory Compliance: Ensures call center operations adhere to regulations such as HIPAA, as well as PEC's policies and procedures.
- Stakeholder Collaboration: Works closely with HR and other departments to align call center services with overall organizational goals and initiatives.
- Crisis Management: Develops and implements protocols for managing high call volumes or emergencies, ensuring that patient needs are met promptly and effectively.
Requirements
Performance/Skills Requirements: - Demonstrated experience in a healthcare call center leadership role.
- Strong analytical and problem-solving skills with the ability to implement forward-thinking solutions navigate the complexities of a fast-paced healthcare environment.
- Skilled in optimizing workflows, managing teams, and maintaining high levels of patient satisfaction.
- Excellent interpersonal and communication skills with the ability to partner with stakeholders effectively.
- Thrives in a fast paced, dynamic environment and embraces change as an opportunity for growth.
Education/Certifications/Experience: - Bachelor's degree in relevant field of study or equivalent experience.
- Leadership experience in healthcare call center operations required.
- Minimum 5 years of experience leading healthcare call center operations, preferably over multiple call centers that are geographically dispersed.
- Optometry or ophthalmology experience preferred.
Additional Job Details: - This position requires up to 50% travel between clinic locations within CO.
- Compensation for this role will be $125,000- $145,000 annually based on experience/certification.
- This position is eligible for a 12% annual bonus.
The 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
- 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. 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.