Director of Central Scheduling

Prime Healthcare•Chicago, IL

About The Position

Overview Prime Healthcare is an award-winning health system headquartered in Ontario, California. Prime Healthcare operates 51 hospitals and has more than 360 outpatient locations in 14 states providing more than 2.5 million patient visits annually. It is one of the nation’s leading health systems with nearly 57,000 employees and physicians. Eighteen of the Prime Healthcare hospitals are members of the Prime Healthcare Foundation, a 501(c)(3) not-for-profit public charity. Prime Healthcare is actively seeking new members to join our corporate team! Responsibilities The Director of Central Scheduling provides strategic leadership and operational oversight for centralized scheduling operations supporting multiple hospitals, outpatient settings, and provider groups. The role is responsible for building and optimizing a high‑performing Central Scheduling Department, implementing scheduling technology, standardizing processes, and ensuring efficient patient access. The Director will assist with the implementation of Central Scheduling projects with the objective of meeting business objectives by implementing processes, protocols, policies, solutions, and systems across the region. By leading the call center teams, the Director improves scheduling accuracy and utilization, manages provider templates, enhances patient experience, and collaborates with clinical and revenue cycle leaders to ensure organization‑wide alignment. Qualifications EDUCATION, EXPERIENCE, TRAINING Required qualifications: Bachelor’s in Healthcare Administration, Business, or related field — or equivalent leadership experience. Minimum 5 years of progressive leadership in scheduling, patient access, or call center operations. Experience building a Central Scheduling Department from the ground up, including staffing, workflows, governance, and technology. Experience managing call center operations, including KPIs, workforce management, service levels, and phone system optimization. Demonstrated ability to build and manage high‑performing teams across multi‑facility environments. Knowledge of scheduling workflows, appointment optimization, and provider template design. Preferred qualifications: Experience with Central Scheduling technologies such as NICE, Genesys, Five9, or equivalent telephony/call center platforms. PMP or revenue cycle certification. Strong analytical skills with the ability to interpret data, staffing models, scheduling metrics, and access KPIs. Excellent written/verbal communication and presentation skills. #LI-SM6 Pay Transparency Prime Healthcare offers competitive compensation and a comprehensive benefits package that provides employees the flexibility to tailor benefits according to their individual needs. Our Total Rewards package includes, but is not limited to, paid time off, a 401K retirement plan, medical, dental, and vision coverage, tuition reimbursement, and many more voluntary benefit options. A reasonable compensation estimate for this role, which includes estimated wages, benefits, and other forms of compensation, is $88,400.00 to $165,360.00 on an annualized basis . The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire, in which a wide range of factors will be considered, including but not limited to, skillset, years of applicable experience, education, credentials and licensure. The company is dedicated to empowering its staff with a comprehensive, competitive benefits package, allowing them the freedom to customize their benefits to fit their unique needs. Our abundant resources, programs, and voluntary options serve as a foundation for individual growth and well-being. Learn more here: https://www.primehealthcare.com/benefitsthatmattermost/ Employment Status Full Time Shift Days Equal Employment Opportunity Company is an equal employment opportunity employer. Company prohibits discrimination against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (subject to applicable law), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf Privacy Notice Privacy Notice for California Applicants: https://www.primehealthcare.com/wp-content/uploads/2024/04/Notice-at-Collection-and-Privacy-Policy-for-California-Job-Applicants.pdf

Requirements

Bachelor’s in Healthcare Administration, Business, or related field — or equivalent leadership experience.
Minimum 5 years of progressive leadership in scheduling, patient access, or call center operations.
Experience building a Central Scheduling Department from the ground up, including staffing, workflows, governance, and technology.
Experience managing call center operations, including KPIs, workforce management, service levels, and phone system optimization.
Demonstrated ability to build and manage high‑performing teams across multi‑facility environments.
Knowledge of scheduling workflows, appointment optimization, and provider template design.

Nice To Haves

Experience with Central Scheduling technologies such as NICE, Genesys, Five9, or equivalent telephony/call center platforms.
PMP or revenue cycle certification.
Strong analytical skills with the ability to interpret data, staffing models, scheduling metrics, and access KPIs.
Excellent written/verbal communication and presentation skills.

Responsibilities

Provides strategic leadership and operational oversight for centralized scheduling operations supporting multiple hospitals, outpatient settings, and provider groups.
Responsible for building and optimizing a high‑performing Central Scheduling Department, implementing scheduling technology, standardizing processes, and ensuring efficient patient access.
Assist with the implementation of Central Scheduling projects with the objective of meeting business objectives by implementing processes, protocols, policies, solutions, and systems across the region.
By leading the call center teams, the Director improves scheduling accuracy and utilization, manages provider templates, enhances patient experience, and collaborates with clinical and revenue cycle leaders to ensure organization‑wide alignment.