Director of Patient Access Contact CenterWhat You'll DoStrategic Leadership & Transformation- Develop and execute a strategic vision for the Patient Access Contact Center that supports organizational growth and long-term objectives.
- Partner closely with executive leadership to align patient access operations with business priorities and mission-driven goals.
- Lead transformation initiatives focused on scalability, operational efficiency, technology optimization, and service excellence.
- Identify opportunities to modernize workflows, systems, reporting capabilities, and patient engagement processes.
Operational Excellence- Oversee all day-to-day contact center operations, ensuring exceptional service delivery and operational performance.
- Establish and monitor key performance indicators, including:
- Answer rate
- Abandon rate
- Admission conversion rate
- Agent productivity
- Service level performance
- Patient satisfaction metrics
- Drive continuous improvement initiatives using data analysis and operational insights.
- Ensure consistent execution of policies, procedures, and quality standards.
Team Leadership & Development- Recruit, develop, coach, and lead a high-performing team of patient access professionals.
- Foster a culture of accountability, compassion, collaboration, and continuous learning.
- Build leadership capabilities across the organization and create clear pathways for employee growth and development.
- Promote employee engagement while maintaining high standards of performance and service.
Patient Experience & Stakeholder Partnership- Champion a patient-first approach that delivers compassionate, efficient, and consistent experiences.
- Implement strategies to measure and improve patient and family satisfaction.
- Collaborate with treatment centers, business leaders, and cross-functional teams to ensure seamless communication and coordination throughout the patient journey.
- Serve as a trusted operational partner across the organization.
Technology & Systems Management- Optimize and integrate contact center technologies, phone systems, CRM platforms, and reporting tools.
- Leverage platforms such as Salesforce, 8x8, and related technologies to improve efficiency, visibility, and scalability.
- Evaluate and implement innovative solutions that enhance the patient access experience and support future growth.
Compliance & Regulatory Responsibilities- Maintain a working understanding of substance use disorders and addiction treatment services.
- Ensure compliance with all applicable federal, state, and local regulations.
- Support adherence to accreditation standards and organizational policies.
- Maintain confidentiality and appropriate handling of sensitive information.
Professional ExpectationsSuccessful candidates will:
- Demonstrate a belief that addiction is a treatable brain disease and support a recovery-focused approach.
- Exhibit compassion, respect, and professionalism in all interactions.
- Build strong relationships across all levels of the organization.
- Exercise sound judgment and discretion when managing sensitive matters.
- Thrive in a fast-paced, evolving environment while effectively managing multiple priorities.
- Remain calm and effective under pressure.
QualificationsRequired- Minimum of 5 years of leadership experience managing contact center operations, preferably within healthcare, behavioral health, patient access, admissions, or related environments.
- Proven success leading operational transformation and process improvement initiatives.
- Experience managing performance metrics, workforce productivity, quality assurance, and service delivery.
- Strong leadership, coaching, and team development skills.
- Experience with CRM and contact center technologies, including Salesforce, 8x8, or similar platforms.
- Excellent analytical, problem-solving, and decision-making capabilities.
- Outstanding verbal and written communication skills.
Preferred- Experience in behavioral healthcare, addiction treatment, healthcare services, or related patient-focused industries.
- Experience supporting high-growth or rapidly evolving organizations.
- Lean, Six Sigma, or other process improvement methodology experience.
What Sets You Apart- Strategic thinker with a hands-on leadership style.
- High integrity and strong business acumen.
- Self-starter who thrives in ambiguity and drives results.
- Data-driven with a passion for continuous improvement.
- Strong collaborator capable of influencing across all levels of the organization.
- Deep commitment to delivering an exceptional patient and family experience.
Working Conditions- Primarily office-based environment with extensive computer and telephone use.
- Ability to sit and work at a computer for extended periods.
- Ability to communicate effectively in person and by phone.
- Variable workload with periods of high activity and competing priorities.
- Occasional travel may be required.
Why Join BHG?This is more than a traditional call center leadership role. It is an opportunity to help shape the future of patient access during a transformative period of growth. You will have direct exposure to executive leadership, significant influence on organizational strategy, and the ability to create meaningful impact for patients and families seeking life-changing care.
