Director of Patient Scheduling

MWD Management, LLC dba • Brentwood, TN

2d

About The Position

United Derm Partners is all about effectively connecting our patients and providers nationwide. We leverage patient scheduling-friendly platforms and streamlined processes which optimize scheduling patient appointments with our Professional dermatology providers. UDP has built a unique, authentically empathetic service culture where innovation meets teamwork. We believe in empowering our colleagues and our strategic business Partners with challenging and rewarding opportunities. If you're looking for a team who values empathy, relationships, and embraces diverse ideas–all while building a winning culture together–then UDP is the place for you!

This position will lead the patient scheduling and appointment management operations team to drive the strategy and positively impact our UDP Patient Scheduling Experience. This team utilizes data and insights working cross-functionally to drive improvements in the business for all our patients and dermatological providers.

A successful candidate is a data driven leader with hands-on experience working collaboratively spanning internal teams and closely coordinating with outsourced BPO Partners. UDP is looking for someone who is different and thinks innovatively, is motivated by making an impact and has a proven ability to lead and execute! The role calls for a Health Care Industry experienced Contact Center leader who is intimate with Patient Scheduling and who effectively teamed and collaborated extensively within an outsourced BPO best shore model. Our expectations for the leader who joins UDP are to make and maintain a lasting positive impact in this key leadership role.

The following qualifications generally reflect the expectations of this position but are not intended to be all-inclusive. Other duties may be assigned.

Requirements

• Data‑driven, results‑oriented leader with strong communication skills and a proven ability to drive continuous contact center performance improvement and transformation.
• Innovative thinker who challenges the status quo, applies creative solutions, and consistently leads with impact and execution excellence.
• 8+ years of experience leading contact center operations within the healthcare industry, including deployment of multi‑site Patient Scheduling and Appointment Management services.
• Experience managing commercial BPO partnerships—building alignment across internal UDP leaders and external partner stakeholders while driving change, consensus, and achievement of shared goals.
• Demonstrated success in optimizing patient scheduling performance and managing both internal and potentially outsourced operations to contractual and operational commitments.
• Skilled Program Management leader with the ability to navigate a Control Tower/Command Center model.
• Able to act decisively, manage escalations, multitask effectively, and adapt quickly to operational changes.
• Proven capability in building high‑performance hybrid teams across UDP and BPO partners, while advancing talent development, coaching, and motivation.
• Strong prioritization, organization, and time‑management skills with the ability to communicate effectively across all leadership levels.
• Creative problem‑solver with strong analytical capability and experience implementing process improvements.
• Exceptional written and verbal communication skills to align operations with UDP’s strategy, vision, and operating plan.
• Advanced proficiency with Microsoft Word, Excel, and PowerPoint, and familiarity with operational dashboards.
• Expertise in defining, measuring, and monitoring KPIs to drive operational excellence.
• Hearing must be adequate to perform duties and interact in person clearly and efficiently
• Ability to hear and interact by phone and in person clearly and efficiently
• Ability to use computer and all peripherals as needed to meet goals
• Vision adequate to perform essential duties and responsibilities of position.

Responsibilities

• Lead the Inbound Patient Scheduling and Appointment Management Contact Center team—including best‑shore outsourced advisors and internal UDP Practice Administrators—to operationalize and improve scheduling processes.
• Direct hybrid internal/external teams in partnership with the Command Center, QA, and Training to leverage insights and drive performance improvement for patients and providers.
• Own and define the operational strategy for UDP’s Contact Center and set direction for UDP scheduling operations in alignment with business goals.
• Serve as the primary point of contact and business process owner for patient scheduling, ensuring the scheduling experience is consistently prioritized.
• Collaborate across UDP to identify root causes, determine corrective actions, and leverage operational data to inform decisions.
• Lead, coach, and develop team members while continuously seeking opportunities to elevate patient experience, reduce costs, and maximize productivity across internal and outsourced teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed