Sr Project Manager, Patient & Practice Solutions

The Sr Project Manager, Patient & Practice Solutions supports the end-to-end implementation, enhancement, and optimization of CCaaS (Contact Center as a Service) platforms and AI-driven solutions within the call center and operational support environments. This role partners closely with business stakeholders, Product and IT teams, and multiple technology vendors to deliver innovative projects that improve agent productivity, streamline operations, and elevate the Patient experience in efficient and scalable ways. Primary Duties: Project Planning and Execution Lead end-to-end project management for CCaaS (Contact Center as a Service) and related technology while supporting AI-driven initiatives related to healthcare patient engagement and operations. Facilitate project planning sessions to define project scope, objectives, deliverables, and success criteria aligned with organizational goals and healthcare compliance (such as HIPAA). Coordinate the integration and optimization of AI capabilities, including virtual agents, chatbots, and natural language processing for patient support, triage, and appointment scheduling. Oversee the deployment and continuous improvement of CCaaS platforms to provide seamless, omnichannel patient experiences. Ensure patient privacy, data security, and adherence to regulatory requirements across all call center technology implementations. Manage change control processes, ensuring smooth transitions and training for end users (call center agents, clinicians, and support staff).