Director, Patient Access

Carrum Health•Chicago, IL

10h•$130,000 - $160,000•Remote

About The Position

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study. We are looking for a Director of Patient Access to lead, scale, and modernize our high-volume patient engagement operations. In this role, you will lead the engine of our growth, ensuring that every patient who reaches out to us, or whom we reach out to, is met with a seamless, high-conversion experience that balances empathetic service with commercial results. Reporting to the Vice President, you will be a leader of leaders responsible for driving revenue through patient enrollment, optimizing a large non-exempt workforce, and evolving our "call center" into a modern, multi-modal engagement hub where technology empowers our people to do their best work. This is a full-time, remote position eligible for full benefits and bonus. We are looking for candidates willing to work on a Central or Pacific Time schedule. The salary range for this role is $130,000–$160,000, depending on experience.

Requirements

You are a Proven Leader of Leaders: You have 10+ years of experience in high-volume operations (Patient Access, Contact Centers, or Inside Sales), including 5-8 years of experience managing other managers.
You are a Modern Operations Architect: You understand that technology doesn't replace people; it scales their impact. You have experience integrating digital tools (SMS, Portals) to support a live agent workforce.
You Drive Revenue: You have a growth mindset. You understand how to motivate a team to close loops, follow up on leads, and drive enrollment while maintaining the highest standards of patient care.
You Master the "Front-Line" Nuance: You are highly skilled in managing non-exempt, flexible staffing models and know how to keep a production-based team engaged, inspired, and valued.
You are Data-Obsessed: You live in the metrics. You use data to identify bottlenecks in the funnel and are quick to pilot new workflows to improve conversion or efficiency.
You Thrive in Growth: You are a builder. You are comfortable with the ambiguity of a scaling organization and enjoy creating the "playbook" rather than just reading it.
Industry Agnostic: While healthcare experience is a major plus, we value leaders who have successfully managed high-volume, tech-enabled service and sales operations.
Experience with CRM platforms (Salesforce/Zendesk) and modern CCaaS/Engagement tools (Five9, Talkdesk, etc.).
Expertise in Outbound Outreach strategy and Lead Management.
Ability to manage a distributed, remote, non-exempt workforce.
Strong financial acumen; experience managing departmental budgets and ROI.

Nice To Haves

Spanish-speaking is a plus.

Responsibilities

Lead a High-Performing Enrollment Organization: Build and develop a multidisciplinary team of Managers and Patient Access Coordinators, fostering a culture of high performance, accountability, and mission-driven sales excellence.
Champion a Multimodal Patient Journey: Partner cross-functionally to augment our high-touch phone support with SMS, chat, and self-service tools, ensuring patients can engage with us in the way that suits them best.
Drive Strategic Outreach: Design and execute sophisticated, data-driven outbound engagement campaigns to reach patients proactively, increasing enrollment and ensuring no patient journey is left stalled.
Optimize Front-End Efficiency: Oversee daily operations, ensuring workforce management (WFM), telephony workflows, and digital touchpoints are lean, effective, and highly scalable.
Master Non-Exempt Leadership: Lead a large, flexible, non-exempt workforce with empathy and precision. You will ensure we are staffed for "the moments that matter" while maintaining operational leanness.
Scale Through Intelligent Augmentation: Implement digital workflows that handle routine tasks, allowing our frontline team to spend more high-quality, uninterrupted time on complex patient advocacy and high-value enrollment conversations.
Define Performance Excellence: Design and monitor KPIs that balance efficiency and growth with patient experience and quality.
Collaborate Cross-Functionally: Work closely with Growth and Marketing to align lead generation with outreach capacity and with Clinical teams to ensure a seamless handoff for patient care.
Manage the Bottom Line: Oversee budgets and resource allocation for the Patient Access function, ensuring sustainable growth and a high return on operational investment.