Director of Patient Services - Hybrid

IVI America•Los Angeles, CA

8h•Hybrid

About The Position

IVIRMA North America network of state-of-the-art fertility practices in the United States, is currently seeking a Director of Patient Services to support our growing practices throughout North America. This is a full-time hybrid position that requires travel to our different locations. Job Purpose: The National Director of Patient Services (PS) oversees standardized front desk and patient services workflows across all network locations, ensuring consistency, quality, and operational excellence. This leader owns workflow governance, onboarding, communication, change management, and cross-functional coordination across the organization

Requirements

Bachelor’s required; Master’s preferred.
5–7 years of progressive leadership in healthcare operations or patient access.
Experience in multi-site healthcare operations and workflow leadership.
Strong communication, organizational, and analytical skills.
Computer proficiency required
Knowledge of Microsoft Office, Excel, PowerPoint and LMS systems required
Electronic Medical Records (EMR) experience
Exceptional verbal and written communication skills
Meticulous organizational skills and attention to detail
Solid work ethic and ability to work both independently and as part of a team
Superior time-management and critical-thinking skills
Ability to travel to sites periodically.
Ability to manage competing priorities and deadlines.
Occasional off-hours support during major launches or escalations.
Strategic judgment and operational decision-making
Effective communication (written, verbal, cross-functional)
Talent development and coaching
Systems thinking and collaboration
Continuous improvement mindset
High emotional intelligence

Responsibilities

Define, maintain, and improve national Patient Services and front desk workflows.
Establish protocols for scheduling, check-in/out, insurance processes, reconciliation, and all PS touchpoints.
Ensure workflows support regulatory compliance and patient experience goals.
Design and lead national onboarding cohorts for PS/front desk hires.
Maintain standardized training curriculum and competency validation.
Partner with HR and education teams to ensure seamless integration into site-level training.
Serve as national owner of reconciliation and post processes.
Collaborate with CBO to resolve workflow issues and prevent errors.
Implement audit mechanisms and corrective action plans.
Work with engineering/EMR teams on system updates and validation.
Monitor system build impacts and escalate misalignments.
Monitor performance of consultants (ie. Accenture) to ensure system configuration aligns with approved workflows.
Own all workflow communication, updates, and governance.
Create clear and timely communication frameworks for clinics
Lead organizational change management for PS workflows.
Provide workflow support to clinic managers and frontline teams.
Lead root-cause analysis and remediation for workflow issues.
Promote accountability and continuous improvement.
Partner with Regional Directors, operations, CBO, Accenture and/or other contractors, and clinical leaders.
Represent Patient Services in strategic initiatives.
Support policy formation, planning, and system-level decision making.
Define KPIs, audit tools, and scorecards for PS teams.
Support staffing models, resource allocation, and retention strategies.
Foster a culture of coaching and high performance.
Partner on annual PS budget planning and resource allocation.
Monitor reconciliation quality and workflow-driven financial outcomes.