Director of Contact Center Operations (Relocation Incentive Available) (Fort Myers)

Location: Orion Building -6630 Orion DriveFort Myers FL 33912

Department: LPG Contact Center

Work Type: Full Time

Shift: Shift 1/8:00:00 AM to 4:00:00 PM

Minimum to Midpoint Pay Rate: $94,556.80 - 127,649.60 Annually

Summary

Lee Health and Lee Physician Group (LPG) are seeking an accomplished Director of Patient Access (LPG Contact Center) to provide strategic and operational leadership for our enterprise Contact Center and patient access functions. This highly visible role is ideal for a forward-thinking leader who is passionate about creating exceptional patient experiences while driving efficiency, access, and performance across a complex, multi-specialty healthcare system.

The Director of Patient Access will lead a high-performing Contact Center team, setting and achieving quality, service, and productivity standards while fostering a patient-centered culture. This role is responsible for identifying, designing, and implementing workflow efficiencies, leading change management initiatives, and ensuring patient access strategies align with organizational goals.

Working collaboratively across the system, the Director builds strong partnerships with LPG practice leaders and providers, nursing triage, outpatient administration, IT, finance, human resources, and LPG administration . The role serves as a key contributor to strategic planning efforts related to patient access, including the development and optimization of web-based and patient portal solutions that improve communication and care coordination between patients and physician offices.

In partnership with LPG ambulatory leaders, the Director analyzes and redesigns scheduling models, clinical workflows, procedures, and protocols to maximize access, improve provider utilization, and enhance the overall patient experience. This leader translates data into actionable solutions and ensures consistent execution through the Contact Center and Patient Access Center (PAC) teams.

The Director of Patient Access is also responsible for workforce strategy and development , ensuring staffing models, leadership structures, and training programs support current and future business needs. This role champions culture, mentorship, and professional growth, developing leaders and staff while driving engagement and accountability.

Additionally, the Director will:

• Oversee the development of a robust patient access infrastructure in partnership with PAC leadership
• Communicate Contact Center performance, trends, and strategic initiatives to senior leadership and key stakeholders
• Manage and execute approved Performance-Based Incentive Plans , ensuring alignment with organizational priorities and outcomes

Additional experience requirements?

• Experience implementing innovative technology and AI efficiencies; partnering with IT and Vendor/Contract partners
• Cisco Cloud Telephony experience
• Epic (Cadence/Prelude) experience
• Experience managing remote teams

Why Join Lee Health?
Lee Health is one of Floridas largest not-for-profit health systems, recognized for its commitment to quality, innovation, and community impact. This role offers the opportunity to shape how patients access care across a growing physician network and to make a meaningful, system-wide difference in the patient journey.

Requirements

Education: High School diploma or equivalent required. Bachelors degree in business or health management preferred.

Experience: A minimum of 5 years recent and related combined call/contact center management, ambulatory patient access, and healthcare management experience is required. Experience in Epic (Cadence/Prelude), Telephony call-flows (Cisco), and Quality Assurance /Control is required.

Certification: N/A

License: N/A

Other: Ability to work with cross-functional teams and ability to work and communicate in a fast-paced environment. Proven ability to manage, coach, and develop high-performance teams is essential.

US:FL:Fort Myers