JOB SUMMARY This role serves as the strategic and operational leader responsible for enterprise-wide patient call center operations across Catalyst Health Group physician practices and centralized patient access functions. This role is accountable for designing and executing scalable operational strategies that improve patient acquisition, scheduling efficiency, contact center performance, registration accuracy, digital engagement, and the overall patient experience. This leader operates at the intersection of operations, technology, revenue cycle, and patient experience, ensuring seamless access to care while supporting provider productivity and organizational growth.
Lead enterprise-wide call center operations supporting multi-site physician practices and centralized access functions. Influence patient satisfaction, provider productivity, and revenue cycle outcomes through optimized front-end operations. Drive measurable improvements in access, scheduling efficiency, and digital engagement. Support organizational scalability through standardization and technology enablement.
ACCOUNTABILITIES AND KEY RESPONSIBILITIES
Technology, Systems & Digital Engagement Advancement Implement and optimize digital tools, patient engagement technologies, EHR and practice management workflows, contact center platforms, reporting systems, and workflow automation solutions. Partner with IT to ensure technology supports scalable operations, accurate data capture, improved patient engagement and access, and measurable performance improvement. Partner with IT, clinical systems, analytics, and operational leaders to optimize patient access workflows within EHR, practice management, scheduling, contact center, referral, portal, texting, IVR, and other patient engagement platforms. Drive adoption of digital scheduling, self-service tools, automation, workflow standardization, and data capture improvements that increase efficiency, accuracy, patient convenience, and staff productivity. Evaluate emerging technologies, including AI-enabled tools and automation solutions, to improve access performance while ensuring operational readiness, training, change management, compliance, and user adoption.
Data-Driven Performance Management & Analytics Monitor and improve access KPIs through analytics, dashboards, scorecards, reporting, and governance structures. Translate operational data from EHR, practice management, contact center, and other enterprise systems into actionable insights that improve scheduling performance, patient conversion, provider capacity utilization, registration accuracy, first call resolution, digital engagement, and patient satisfaction. Use data to identify trends, access barriers, workflow gaps, staffing needs, technology opportunities, and performance improvement priorities across regions and practices.
Enterprise Operations
Oversee enterprise call center functions including scheduling, contact center operations, registration, insurance verification, digital patient communication, analytics, and provider capacity management. Ensure consistent and efficient operations across all access channels and practice locations. Identify and implement process improvements that enhance patient experience and operational performance.
Leadership Build and sustain high-performing teams focused on service excellence and continuous improvement. Lead and develop managers and hourly call center staff. Build a culture of accountability, service excellence, and continuous improvement. Develop staffing models, succession planning strategies, and workforce capabilities.
MINIMUM REQUIREMENTS Bachelor's degree in Business Administration, Computer Science, Health Informatics, Health Information Management, Information Systems, Data Analytics, Business Analytics, or a related field. Master's degree highly preferred.
Minimum ten years' progressivehealthcare operations experience required.
Minimum five years' experience leading call center analytics responsibilities to include dashboards, scorecards, executive reporting, data governance, KPI ownership, provider capacity utilization, digital engagement adoption and trend analysis. Deep expertise in contact center technology and reporting tools.
Minimum five years' experience developing and coaching a high performing team/department of 30 or more hourly employees producing exceptional patient experiences and seamless coordination in the patient journey.
Minimum three years' experience leading enterprise-wide patient access and call center operations supporting 20 or more multi-site physician practices and centralized access functions including ownership of patient satisfaction metrics, provider productivity, and revenue cycle outcomes through optimized front-end operations.
Minimum two years' experience implementing AI enabled tools, user adoption and change management.
PREFERRED
Lean, Six Sigma and other process improvement methodology experience.
