Director of WFM & Call Center Technology

PT Solutions Physical Therapy-posted 3 months ago
Full-time • Senior
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The Director of WFM & Call Center Technology will be charged with the designing, building, and leading a WFM function from the ground up. This leader will develop a team responsible for optimizing efficiency across holistic patient access operations, identifying and implementing best-in-class technology solutions, and setting the standard for operational excellence. Over time, this role will partner closely with clinical operations to enhance scheduling efficiency and support growth initiatives.

  • Build, lead, and mentor a high-performing WFM and call center technology team.
  • Establish clear roles, responsibilities, and performance expectations for the team.
  • Foster a culture of innovation, accountability, and continuous process improvement.
  • Design and implement WFM strategies for call centers and patient access operations.
  • Monitor real-time call center metrics, staffing, and scheduling to optimize efficiency.
  • Establish and maintain key performance indicators (KPIs) for operations, staffing, and technology utilization.
  • Ensure workforce and technology strategies contribute to a positive patient experience by reducing wait times and improving access.
  • Identify and implement solutions that enhance patient flow and satisfaction.
  • Analyze operational workflows to identify inefficiencies and implement process improvements.
  • Ensure all technology and workforce management processes comply with regulatory and organizational requirements.
  • Promote standardization and best practices across all patient access channels.
  • Partner with patient access leadership, clinical operations, and IT to align technology and workforce strategies with organizational goals.
  • Provide executive reporting on staffing, scheduling efficiency, call volumes, and performance metrics.
  • Serve as a liaison for technology vendors and internal stakeholders to ensure effective implementation and adoption.
  • Identify, evaluate, and implement best-in-class workforce management and call center technology solutions.
  • Develop long-term strategies to optimize patient access operations and drive scheduling efficiency.
  • Anticipate future operational needs and implement scalable solutions to support growth.
  • Other duties and special projects as assigned.
  • Proven experience building WFM functions or call center technology teams from the ground up.
  • Strong analytical, problem-solving, and data-driven decision-making skills.
  • Excellent communication, negotiation, and stakeholder management skills.
  • Bachelor’s degree in Business, Healthcare Administration, Information Technology, or related field (Master’s preferred).
  • 10+ years of progressive experience in WFM, call center operations, or healthcare access technology.
  • Experience with Epic, call center technology platforms, and workforce management tools strongly preferred.
  • Industry-leading professional development opportunities.
  • Ongoing evidence-based clinical education.
  • Dedicated mentorship opportunities.
  • APTA-accredited Orthopaedic Residency Program.
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