About This Role
Scheduling operations for healthcare patients are led and overseen by this experienced and results-driven director. The role ensures efficient scheduling workflows, exceptional patient experiences, strong operational performance, and compliance with healthcare and client requirements.
Responsibilities
- Provide strategic and operational leadership for patient scheduling operations
- Oversee scheduling teams, supervisors, and managers to ensure consistent performance
- Drive achievement of key operational metrics, including service level, productivity, schedule accuracy, quality, adherence, abandonment, and patient satisfaction
- Develop and implement strategies to improve patient access, scheduling efficiency, and overall patient experience
- Monitor operational performance and identify trends, gaps, and opportunities for improvement
- Partner with clients and internal stakeholders to address operational issues and deliver agreed-upon service levels
- Ensure compliance with healthcare policies, client requirements, HIPAA/privacy standards where applicable, and company procedures
- Lead workforce planning and collaborate with Workforce Management to ensure appropriate staffing levels
- Review performance reports and translate operational data into actionable improvement plans
- Coach and develop managers and leaders, fostering accountability and a high-performance culture
- Support recruitment, onboarding, training, and leadership development initiatives
- Drive continuous improvement projects using Lean, Six Sigma, or other process-improvement methodologies where applicable
- Manage escalations and resolve complex patient scheduling or operational concerns
- Participate in business reviews and present performance updates, action plans, and strategic recommendations to senior leadership and clients
- Ensure effective communication across operations, training, quality, workforce management, IT, and client teams
Requirements
- Experience in a senior leadership role managing large scale patient scheduling or healthcare contact center operations
- Strong understanding of patient scheduling, appointment management, referrals, and healthcare contact center workflows
- Experience managing multiple teams, managers, or operational functions
- Proven experience meeting or exceeding operational KPIs and client SLAs
- Strong analytical, problem-solving, and decision-making skills
- Excellent communication and stakeholder-management abilities
Nice to have:
- Experience working with U.S. healthcare clients
- Knowledge of healthcare privacy and compliance requirements
