Director, Patient Access Contact Centers (Primary Care, IMS)

Emory Healthcare•Tucker, GA

17d•Hybrid

About The Position

OVERVIEW: The Director of Patient Access Contact Centers provides strategic and operational leadership over Emory Healthcare's patient access contact centers. This role is responsible for optimizing performance, fostering a culture of continuous improvement, ensuring high-quality patient service, and driving efficiency through standardization and technology. The Director collaborates with internal stakeholders to align the contact center strategy with broader organizational goals and ensures key performance metrics are consistently met. The position also focuses on team development, technology implementation, and operational excellence.

Requirements

Bachelor's degree in business, Healthcare Administration, or a related field.
Minimum of 4 years of relevant experience, or 8 years in lieu of a degree, in a healthcare setting or related field.
Strong leadership and team development abilities.
Excellent communication and interpersonal skills.
Proven ability to manage change and drive process improvements.
Proficiency in contact center technologies and reporting tools.
Analytical mindset with ability to interpret performance data.
High degree of emotional intelligence, accountability, and collaboration.

Nice To Haves

Master's degree in business, Healthcare Administration, or a related field.
7+ years of experience with at least 5 years in a management position within a healthcare environment.

Responsibilities

Lead recruitment, retention, and professional development of contact center staff.
Provide coaching, mentorship, and team-building initiatives to foster employee engagement and high performance.
Ensure timely, clear, and consistent communication within the department and with cross-functional stakeholders.
Serve as the primary liaison between the contact center and operational partners.
Develop and standardize processes to enhance operational efficiency and improve patient experience.
Utilize data analysis, trend monitoring, and direct observation to drive continuous improvement.
Establish, monitor, and meet or exceed key contact center performance metrics (e.g., call response time, resolution rate, patient satisfaction).
Lead the implementation and optimization of patient access technologies to enhance workflow and efficiency.
Ensure that tools and systems support effective communication, reporting, and patient engagement.