Job Summary and ResponsibilitiesAs ourMarket Director Patient Access, you will spearhead the strategic oversight and operational excellence of our appointment scheduling, inbound telecommunications, and patient access functions. You will be a key leader in optimizing the patient journey by leveraging advanced technology and robust systems to drive organizational growth. By aligning our contact center operations with DHMG27s core mission and vision, you will ensure we provide a seamless, high-quality experience that enhances patient satisfaction and operational profitability.
Every day you will oversee high-volume contact center operations, managing workforce capacity, call quality, and service level productivity. You will translate complex data into actionable insights to inform senior leadership while implementing innovative strategies for alternative service channels, including social media and online integration. Your role involves continuous process improvement, ensuring that patient flow and traffic management are standardized across the enterprise to meet our evolving business objectives.
To be successful in this role, you will be a visionary leader with a proven track record of managing large-scale contact center operations and building high-performing teams. You will possess strong analytical skills to manage operating budgets and monitor performance metrics, alongside the ability to mentor and develop supervisory staff. Your commitment to data-driven decision-making and your expertise in healthcare service delivery will be essential as you cultivate a culture of accountability, efficiency, and exceptional service.
Key Responsibilities Include:
- Strategically manage contact center capacity planning, forecasting, and workforce scheduling to meet operational demands.
- Develop and execute digital service strategies, including social media and online patient access solutions.
- Drive continuous improvement in patient flow and traffic management through standardized, cross-departmental processes.
- Mentor, coach, and retain a high-performing leadership team to ensure effective succession planning and staff development.
- Prepare and manage capital and operating budgets while maintaining strict expense management protocols.
- Utilize data governance and performance metrics to provide transparency and education to senior leadership regarding patient access outcomes.
Job Requirements
Required
Bachelors Other5-10 years of experience in health care leadership.
Combination of education and job related experience.
Preferred
Practice management and call center experience preferred with strong acumen in healthcare reimbursement, analytics, and matrix leadership across multiple business units.
Master27s degree in health administration stronglyLEAN, Six Sigma, or other PI experience
Certified Healthcare Executives (FACHE)
