Director of Patient Access (Call Center)
About The Position
The Director of Patient Access leads operational initiatives, reporting infrastructure, and cross-functional partnerships to support timely, accessible patient services across Legacy Community Health. The role guides patient-facing technologies—including patient portals, self-scheduling, appointment reminders, telephony, and dashboards—and partners with software development teams and organizational stakeholders to improve the patient experience and access to care. The director supports service line growth and access to new subspecialties, leads productivity and staffing initiatives, monitors patient-facing staff training and audits, and develops Patient Access talent. The position serves as leader to the Patient Access Analyst and works with internal and external partners, including corporate partners, referring providers, managed care organizations, hospital partners, service line leaders, the Quality Department, and marketing colleagues. The stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., at Legacy Montrose Allen Parkway in Houston, Texas.
Requirements
- Bachelor’s degree required.
- Minimum 3 years of working experience in healthcare.
- 2–3 years of leadership experience.
- Ability to manage multiple deadlines and decision-making responsibilities.
- Adept at decision-making responsibilities.
Nice To Haves
- 3–5 years working in a healthcare centralized call center.
- Experience with principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and development of evaluation tools.
Responsibilities
- Lead and advise on best practices for developing and managing the architectural interface needed to support accurate reporting.
- Lead implementation and optimization of patient portal software and serve as liaison to the software developer.
- Lead implementation and optimization of Patient Self-Scheduling software and serve as liaison to the software developer.
- Lead implementation and optimization of appointment reminder software and serve as liaison to the software developer.
- Guide telephony software optimization by analyzing contact center reports and workflows.
- Develop, maintain, and monitor the Patient Access Dashboard.
- Develop, maintain, and monitor staffing models for Contact Center Agents.
- Support Patient Experience-related projects and serve as liaison to Quality Department action plans.
- Lead and advise on the reporting framework needed to support new and existing agency initiatives.
- Lead creation and maintenance of the Departmental SharePoint site.
- Serve as liaison to partnerships with Managed Care Organizations, referring providers, and hospital partners.
- Serve as liaison to service line leadership and the marketing department to onboard new subspecialty access and expand existing service lines.
- Create and implement routine monitoring of patient-facing staff training and audit processes, improving them as needed.
- Lead productivity initiatives to meet Patient Access goals and identify potential ways to improve access across the organization.
- Serve as leader to the Patient Access Analyst.
- Perform other duties as assigned.
Benefits
- Paid time off and paid company holidays.
- Medical, dental, vision, and life insurance.
- Flexible Spending Account (FSA).
- 403(b) retirement plan with company match.
- Short-term and long-term disability.
- $0 copay for Legacy Provider visits.
- $0 copay for prescriptions filled at Legacy Pharmacies.
- Travel insurance and pet insurance.
- Subsidized gym membership.
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What This Job Offers
Job Type
Full-time
Career Level
Director
