Overview

 

Make a meaningful impact on the patient journey. As the Associate Director of the Patient Contact Center, you will lead the teams and processes that help patients access care across OSUWMC. Partnering closely with clinical and operational leaders, you'll drive service excellence, optimize patient access, and develop innovative solutions that improve both the patient experience and organizational performance. 

 

Responsibilities 

Purpose:  

The Associate Director of the Patient Contact Center is directly responsible for the development, implementation, and overall operation of OSUWMC Contact Center services. The Associate Director (AD) will ensure that all programs and processes align with OSUWMC with an emphasis on customer service, patient experience, and financial integrity. The AD will also be actively involved in business planning and development, strategic planning, clinical integration between the contact center team and clinical teams, financial planning, and meeting (or exceeding) all customer service and contact center success metrics. This role will leverage best practices for scheduling and customer service workflows to ensure ongoing and continuous improvement surrounding the patient experience and service delivery. 

Duties & Responsibilities

• Provide strategic and operational leadership for centralized patient scheduling, call center services, and patient access initiatives.
• Partner with clinical and administrative leaders to optimize scheduling operations, improve patient access, enhance the patient experience, and ensure alignment with organizational goals.
• Oversee staffing, workforce planning, performance metrics, budgeting, and continuous process improvement for a large, multi-level team supporting 100+ indirect FTEs.
• Lead managers and staff development efforts, including performance management, employee engagement, retention, training, and succession planning.
• Drive operational excellence through data analysis, workflow optimization, forecasting, and implementation of scheduling and access-related initiatives.
• Serve as a key liaison between operational teams and organizational leadership, communicating strategy and ensuring effective cross-functional collaboration.

Additional Responsibilities

• Maintain compliance with all organizational policies, regulatory requirements, and required training.
• Demonstrate professionalism, reliability, and exceptional customer service while supporting a collaborative work environment.
• Travel to other clinical locations as needed and perform other duties or special projects as assigned.

Qualifications

 Requirements: 

• Bachelor’s degree in Business Administration or equivalent work experience is required. Healthcare or related field is required. 

• Minimum of 5 years of experience working in business operations or similar function, preferably in healthcare services, inclusive of 2 years of previous supervisory or management experience. 

• Strong understanding of the care lifecycle is required. 

• Prior experience in the successful management of high-volume patient access functions for a large academic medical center. 

• High proficiency with Microsoft Office Suite is required. 

Preferences: 

• Advanced degree (MBA/MHA) 

• Contact center, surgical scheduling, imaging or procedural scheduling experience. 

• Considerable experience in revenue cycle management, medical billing, health access, and medical administration is a plus. 

• Proficiency in electronic medical records (EMR); EPIC preferred. 

• Working knowledge of ambulatory healthcare systems. 

• Knowledge of medical terminology as well as contact center technology and associated best practices are highly preferred. 

• Ability to manage a project and familiarity with LEAN project process highly preferred 

• Prior experience managing projects, strategy dissemination, thinking like an owner and communicating direction are an imperative 

Pay RangeUSD $89,611.59 - USD $134,417.39 /Yr.