The Director of Patient Access – Regionalized Scheduling will be charged with the design, launch, and leadership for a best-in-class call center operation. This leader will spearhead the transition of nearly 600 clinics from decentralized scheduling to a regionalized model, ensuring operational excellence, increased revenue capture, and an improved patient experience.

Essential Functions

• Leadership & Team Management:
  • Build a high-performing patient access team from the ground up.
  • Recruit, develop, and mentor staff to support a scalable, regionalized scheduling operation.
  • Establish a culture of accountability, service excellence, and continuous improvement.
• Operational Oversight:
  • Design and implement a regionalized scheduling call center, including workflows, technology, staffing, training, and KPIs.
  • Oversee daily operations to ensure service levels, productivity, and accuracy standards are met.
  • Ensure compliance with all organizational policies and healthcare regulations.
• Patient Experience & Satisfaction:
  • Develop and enforce standards for customer service and communication.
  • Monitor and improve patient satisfaction scores related to access, scheduling, and responsiveness.
  • Ensure the scheduling process reflects a patient-centered philosophy.
• Process Improvement & Compliance:
  • Use data and analytics to identify inefficiencies, reduce process variations, and enhance scheduling accuracy.
  • Standardize policies and workflows across all locations.
  • Ensure compliance with privacy regulations, payer requirements, and internal quality standards.
• Collaboration & Reporting:
  • Partner closely with clinical, access operations, IT, and revenue cycle leaders to align priorities.
  • Provide executive-level reporting on KPIs, call volumes, wait times, and referral conversions.
  • Serve as a change leader to drive adoption of regionalized scheduling.
• Strategic Planning & Development:
  • Develop and execute the long-term strategy for patient access and scheduling operations.
  • Anticipate future needs for technology, staffing, and service delivery models.
  • Drive innovation to enhance patient access, operational efficiency, and revenue capture.
• Other duties and special projects as assigned
• Travel Requirement: Up to 25% travel may be required, as needed.

Required Skills & Abilities

• Proven success building or scaling large call center or patient access operations.
• Strong analytical and problem-solving skills with demonstrated ability to design metrics-driven performance programs.
• Excellent communication, negotiation, and stakeholder management skills.
• Knowledge of healthcare regulations, scheduling best practices, and revenue cycle impacts.

Required Credentials

• Bachelor’s degree in Healthcare Administration, Business, Finance, or related field required; Master’s preferred.
• 10+ years of progressive experience in patient access, call center operations, or healthcare scheduling.
• Experience with Epic or other major EHR platforms strongly preferred.•

Expanding Access to Quality Care

At PT Solutions, we’re more than colleagues; we’re a tight-knit community united in our mission to expand access to quality care. Our commitment to you is evident in our industry-leading professional development opportunities. From ongoing evidence-based clinical education to dedicated mentorship opportunities and an APTA-accredited Orthopaedic Residency Program, we propel our clinicians toward excellence in physical therapy, occupational therapy, speech-language pathology, and athletic training.

As we aim to be the go-to rehabilitation provider, we seek committed professionals eager to join us in that mission. A career with PT Solutions is an opportunity to shape the industry and make a lasting impact. 

Let’s go further together and transform care. Join the #PTSLife today! 

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