Contact Center Director

About Acuity Eye Group

Acuity Eye Group is a leading multi-site ophthalmology platform serving patients across Southern California, with more than 50 clinic locations and four ambulatory surgery centers. We are committed to delivering exceptional clinical outcomes and an

outstanding patient experience at every touchpoint, starting with the very first phone call.

Position Summary

The Contact Center Director oversees Acuity's full contact center operation, spanning inbound patient calls handled through an external call center located in Arcadia and an in-house team responsible for outbound calling, medical records, scheduling, patient inquiries, and service recovery across the organization's clinic network. This role is accountable for external partner performance on the inbound side, direct team management on the internal side, and the overall patient experience delivered through phone and digital contact channels. The Call Center Director partners closely with Regional Directors, physicians, and clinic leadership to ensure scheduling accuracy, appointment access, and rapid resolution of patient concerns.

Key Responsibilities

External Partner Oversight (Inbound, Arcadia)

• Own the day-to-day relationship with the external call center located in Arcadia, including staffing levels, scheduling coverage, and workflow alignment
• Hold the external partner accountable to contracted key performance indicators such as call volume, average speed to answer, abandonment rate, first-call resolution, and scheduling accuracy
• Monitor call quality delivered by the external team and coach their team leads on Acuity-specific standards and protocols
• Serve as the primary internal contact for the external partnership, including contract terms, reporting cadence, and escalation of service issues
• Manage technology integration between the external partner and Acuity's systems (phone/IVR platforms, EMR scheduling tools) and partner with IT/Nextech teams on system issues and enhancements

Patient Experience & Service Recovery

• Serve as the escalation point for complex patient service issues requiring rapid resolution
• Develop and refine service recovery protocols in partnership with clinic and regional leadership
• Track patient complaint trends and report findings to drive process improvement across the practice

External Team Management (Inbound)

• Set training programs, scripts, and quality standards that the external team is trained and audited against
• Review external staffing plans and escalate coverage gaps or performance concerns to the partner's leadership team
• Participate in the external partner's hiring, training, and performance review processes for staff assigned to the Acuity account where applicable
• Foster a culture of accountability, empathy, and continuous improvement across the partnership

In-House Team Management (Outbound, Medical Records & Internal Functions)

• Hire, train, and develop the in-house team, including supervisors and
• representatives across outbound calling and medical records functions
• Direct outbound calling initiatives such as appointment confirmations, recall and
• reactivation campaigns, no-show follow-up, and post-visit outreach
• Oversee the medical records team, including timely processing of records requests,
• release-of-information compliance, and coordination with clinics and outside
• requestors
• Own performance metrics for in-house functions, including outbound call volume,
• contact rate, conversion (booked/rebooked appointments), campaign completion
• timelines, and medical records turnaround time
• Build and maintain outbound scripts, call lists, and quality standards, and coach
• staff to maintain consistent, high-quality patient interactions
• Conduct performance reviews and manage corrective action processes for in-house
• staff in partnership with HR
• Coordinate outbound campaign priorities with Marketing and Regional Directors to
• align with clinic capacity and business goals
• Lead other internal call center functions as they are assigned to the department

Cross-Functional Collaboration

• Partner with Regional Directors and Practice Managers to align call center scheduling practices with clinic capacity and physician templates
• Work with Marketing on campaigns that drive call volume (e.g., new patient acquisition, recall campaigns)
• Collaborate with Revenue Cycle Management on scheduling practices that affect billing and collections
• Provide regular reporting and insights to the COO on call center performance and improvement initiatives

Strategic Initiatives

• Identify opportunities to improve scheduling efficiency, reduce no-show rates, and expand patient access
• Support rollout of new scheduling policies (e.g., confirmation and no-show reduction programs) across the call center
• Evaluate and recommend call center technology and staffing model improvements as the practice grows