Director Patient Access Contact Center
Hybrid · Dallas, Texas, United States
Job Summary
Director of Patient Access Contact Center responsible for strategic leadership, transformation, and operational excellence of the patient access contact center. Lead scalability initiatives, define and instrument KPIs (answer rate, abandon rate, admission conversion, agent productivity, service level, patient satisfaction), and drive data-driven improvements. Build and coach a high-performing team, foster a patient-centric culture, partner with executive leadership to align operations with organizational goals, and optimize technologies (CRM/Salesforce, 8x8) while ensuring compliance and regulatory adherence. Emphasizes a patient-first experience, cross-functional collaboration with centers and leaders, and continuous improvement through process optimization and technology enhancements.
Required Qualifications
- Minimum of 5 years of leadership experience managing contact center operations, preferably within healthcare, behavioral health, patient access, admissions, or related environments
- Proven success leading operational transformation and process improvement initiatives
- Experience managing performance metrics, workforce productivity, quality assurance, and service delivery
- Strong leadership, coaching, and team development skills
- Experience with CRM and contact center technologies, including Salesforce, 8x8, or similar platforms
- Excellent analytical, problem-solving, and decision-making capabilities
- Outstanding verbal and written communication skills
Desired Qualifications
- Minimum of 5 years of leadership experience managing contact center operations, preferably within healthcare, behavioral health, patient access, admissions, or related environments
- Proven success leading operational transformation and process improvement initiatives
- Experience managing performance metrics, workforce productivity, quality assurance, and service delivery
- Strong leadership, coaching, and team development skills
- Experience with CRM and contact center technologies, including Salesforce, 8x8, or similar platforms
- Excellent analytical, problem-solving, and decision-making capabilities
- Outstanding verbal and written communication skills
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