The ideal candidate brings deep healthcare contact center or patient access leadership experience, strong multi-site operational discipline, comfort working with technology and analytics, and the ability to partner effectively across Marketing, Operations, IT, Revenue Cycle, clinical leadership, practice teams, and external vendors. Monitor and improve key contact center metrics such as call volume, speed to answer, abandon rate, handle time, service level, scheduling conversion, referral capture, productivity, quality, patient satisfaction, and AI-specific measures including containment/self-service resolution rate, AI-to-human escalation rate, and accuracy of AI-driven scheduling actions.