Director, Patient Services

SAC Health • San Bernardino, CA

1d • Onsite

About The Position

The Director, Patient Services reports to the Chief Operations Officer and provides strategic leadership for Patient Services, Referrals, Patient Registration, and EPIC template teams. The role oversees access functions to support seamless access to care and an exceptional patient experience. It is responsible for optimizing scheduling operations, clinic fulfillment, and patient services while driving operational excellence and performance outcomes. The Director partners with clinical, operational, and executive leaders to develop strategies that improve access, efficiency, patient satisfaction, and revenue cycle performance. Through data-driven decision-making, continuous improvement, and staff development, the Director fosters accountability, service excellence, and collaboration.

The position is based at the Brier Clinic in San Bernardino, California, and is scheduled five days per week, eight hours per day, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Travel to other SAC Health clinics and offices may be necessary.

Requirements

• Bachelor's degree in Healthcare Administration, Business Administration, Public Health, or a related field, or an equivalent combination of relevant education and experience.
• At least seven years of progressively responsible healthcare operations experience, including patient access, scheduling, ambulatory operations, or revenue cycle functions.
• At least five years in a leadership role managing managers and/or supervisors.
• Experience with Epic scheduling and patient access workflows.
• Valid California driver's license and auto insurance.
• Proficiency in healthcare information systems and understanding of healthcare regulations such as HIPAA.
• Knowledge of insurance verification and billing.
• Strong problem-solving, attention-to-detail, communication, leadership, management, adaptability, flexibility, and time-management skills.
• Ability to analyze complex situations, make informed decisions, prioritize tasks, and adapt to evolving patient needs.
• Ability to recognize faces, hear on the phone and in person, see or hear equipment indicators, and maintain adequate visual, hearing, and tactile acuity to perform essential duties.
• Ability to sit for long periods at a computer.

Nice To Haves

• Master's degree.
• Experience in an FQHC, community health center, or multi-site ambulatory healthcare environment.
• Certifications such as CPXP (Certified Patient Experience Professional), Lean Six Sigma Green Belt or Black Belt, PMP (Project Management Professional), CHAA (Certified Healthcare Access Associate), or Epic certifications.

Responsibilities

• Provide strategic leadership and oversight for Patient Services, Referrals, Patient Registration, and EPIC Template Management.
• Develop and execute patient access strategies to improve appointment availability, reduce barriers to care, and enhance the patient experience.
• Establish organizational standards, performance expectations, and accountability measures for patient access operations.
• Lead enterprise-wide scheduling optimization initiatives to maximize provider capacity, clinic utilization, and access to care.
• Partner with physician, clinical, and operational leaders to align access strategies with organizational growth, service line expansion, and patient demand.
• Oversee the design, governance, and optimization of EPIC scheduling templates to support operational efficiency and productivity goals.
• Lead continuous improvement efforts using data analytics, technology, and best practices to enhance service quality and operational performance.
• Monitor key performance indicators and operational trends and provide actionable recommendations to executive leadership.
• Ensure the integrity and effectiveness of patient registration, insurance verification, authorization, and financial clearance processes to support revenue cycle performance.
• Ensure compliance with regulatory, accreditation, privacy, and organizational requirements affecting patient access and scheduling operations.
• Improve referral-to-appointment conversion rates and reduce scheduling delays across service lines.
• Recruit, develop, and retain high-performing leaders and staff while supporting employee engagement and accountability.
• Provide strategic oversight of referral management to ensure timely processing, scheduling, and completion of patient referrals.
• Use referral analytics to identify trends, capacity constraints, and growth opportunities in specialty and primary care services.
• Partner with clinical leadership to improve patient access, referral conversion, provider productivity, template optimization, and care coordination across service lines.
• Establish regular performance reviews with clinical leadership to monitor access, referral, scheduling, and provider utilization metrics and ensure alignment with organizational goals.
• Travel to other SAC Health clinics and offices as necessary; maintain a reliable vehicle, valid driver's license, and auto insurance.
• Perform other duties as assigned by department leadership.

Benefits

• Industry-leading PTO accrual, accrued per pay period.
• Sick leave.
• Paid holidays.
• Paid jury duty and bereavement leave.
• SAC Health covers approximately 85% of team member health premium costs, which may vary by benefit plan selection.
• Retirement plan with up to an 8% employer contribution.
• Continuing education and learning benefits.
• Annual mission trip.

What This Job Offers

• Job Type: Full-time
• Career Level: Director