Director of Patient Access & Transformation
About The Position
The Director of Patient Access & Transformation is responsible for leading and optimizing the front-end patient experience while driving measurable improvements in key access and revenue performance indicators. This role oversees Patient Access, Call Center, Scheduling, Outreach, and Eligibility functions and plays a critical role in advancing access to care, patient growth, and operational efficiency. This position partners cross-functionally with clinical, nursing, pharmacy, and revenue cycle leadership to implement innovative care delivery models, including Direct Primary Care (DPC). The role is designed as a succession track for senior operational leadership and will build upon an established, high-impact foundation.
Requirements
- Bachelor’s degree in Healthcare Administration, Business, Public Health, Analytics, or related field
- Minimum 7 years of healthcare operations experience
- Including 4+ years leading patient access or front-end teams
- Proven track record improving KPIs such as no-show rates, patient volume, call center performance, and POS collections
- Strong analytical skills with hands-on experience developing and interpreting operational reports
- Advanced proficiency in Microsoft Excel
- Experience with an EHR system (NextGen preferred or equivalent)
Nice To Haves
- Master’s degree (MHA, MBA, MPH, or related)
- Experience in an FQHC, community health center, or safety-net environment
- Hands-on Power BI experience or comparable BI tools
- Experience launching new care models such as DPC or value-based care programs
- Familiarity with AI/automation tools in healthcare operations
Responsibilities
- Own and monitor core performance indicators including no-show rate, call abandonment, average speed of answer, unduplicated patient count, POS collections, and sliding-fee conversion
- Develop executive dashboards and operational reporting using Power BI, Excel, and EHR systems (NextGen preferred)
- Establish a single source of truth for front-end operational data
- Lead strategic initiatives to reduce no-show rates using multi-channel engagement tools (SMS, IVR, patient portal, AI tools)
- Implement waitlist automation, same-day scheduling optimization, and predictive overbooking strategies
- Partner with clinical teams to address systemic barriers such as transportation, language access, and scheduling inefficiencies
- Oversee daily operations of call center and front-end teams to meet service-level goals (ASA, abandonment rate, first-call resolution)
- Manage scheduling, registration, eligibility verification, financial counseling, and point-of-service collections
- Streamline workflows through standardization and automation
- Drive patient growth through outreach strategies and community engagement initiatives
- Build and maintain partnerships with schools, community organizations, healthcare systems, and payers across the Greater Houston area
- Track and analyze outreach conversion metrics from lead generation to patient retention
- Collaborate with executive leadership to design and implement new care delivery models, including Direct Primary Care and employer-based partnerships
- Evaluate and deploy technology solutions, including AI and automation tools, to improve efficiency and patient experience
- Develop and maintain a Patient Access technology roadmap with defined ROI and performance metrics
- Partner with grant teams to manage program funding, reporting, and deployment tied to department initiatives
- Lead, mentor, and develop managers and supervisors across all Patient Access functions
- Collaborate with clinical, finance, IT, and compliance leaders to align operations and organizational goals
- Ensure compliance with HRSA requirements, UDS reporting, HIPAA regulations, and sliding fee discount program standards
- Support audits, including HRSA Operational Site Visits
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What This Job Offers
Job Type
Full-time
Career Level
Director
