Associate Director, Central Scheduling

Ohio State University Physicians•Columbus, OH

1d•$89,612 - $134,417•Onsite

About The Position

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. With over 100 cutting-edge outpatient center locations, dedicated to providing exceptional patient care while fostering a collaborative work environment, our buckeye team includes more than 1,800 nurses, medical assistants, physicians, advanced practice providers, administrative support staff, IT specialists, financial specialists and leaders that all play an important part. As an employee of OSUP, you'll be an integral part of a team committed to advancing healthcare, education, and professional growth. At OSUP, we foster a culture grounded in the values of inclusion, empathy, sincerity, and determination. We meet our teams where they are, coming together to serve each other and our community.

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.

Nice To Haves

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.

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.
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.