Director of Patient Access - Regionalized Scheduling

PT Solutions Physical Therapy

94d

About The Position

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.

Requirements

• 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.
• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Industry-leading professional development opportunities.
• Ongoing evidence-based clinical education.
• Dedicated mentorship opportunities.
• APTA-accredited Orthopaedic Residency Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Master's degree