Patient Scheduling- AMT Director of (Contact Center) Operations

Overview

The Director of Access Management Operations is a strategic growth-minded leader responsible for driving operational excellence innovation and business impact across ATIs patient support and contact center functions. This role oversees day-to-day operations and long-term strategic initiatives ensuring a seamless and compassionate patient experience while maximizing referral conversion scheduling efficiency and overall business growth. The ideal candidate is a self-starter who thrives in a fast-paced environment demonstrates curiosity and analytical rigor and leads with purpose and accountability. They will champion continuous improvement implement modern technologies and best practices and inspire teams to deliver industry-leading performance.

Responsibilities

Communicate ATIs company goals growth targets and innovation priorities with teams to create alignment and deliver an exceptional patient experience.
Lead and motivate ATIs Contact Center team to consistently exceed service and conversion metrics driving measurable business impact.
Identify and execute opportunities to enhance operational and technological performance streamline patient access and improve referral-to-schedule conversion rates.
Design and implement scalable strategies that balance service excellence with operational efficiency and revenue growth.
Perform tasks to assure service-level agreements (SLAs) and quality requirements are met or exceeded.
Partner closely with Field Operations Marketing and Business Development teams to align on performance goals and patient acquisition strategies.
Provide ongoing training and development to ATI and vendor teams fostering a culture of learning accountability and curiosity.
Oversee the development and optimization of employee schedules ensuring appropriate resource allocation to meet demand.
Handle escalated patient interactions with empathy and professionalism serving as a role model for service excellence.
Promote ATIs vision values and services to all patients partners and stakeholders.
Maintain organizational quality standards and drive initiatives that improve first-call resolution reduce patient effort and enhance satisfaction.
Report and analyze operational metrics tied to referral conversion scheduling adherence and patient engagement outcomes.
Leverage data-driven insights and automation tools to identify trends forecast needs and inform strategic decisions.
Champion innovation by piloting new technologies workflows and partnerships that advance ATIs access management capabilities.
Provide strong leadership to direct reports ensuring clarity of vision accountability and professional development.
Act as a strategic thought partner to executive leadership contributing to enterprise-level planning and growth initiatives.
Perform other duties as assigned.

Qualifications

Minimum Education
Required:
Bachelors degree or 8 years of equivalent experience in contact center operations healthcare access or customer experience leadership
Preferred:
Masters degree in Business Healthcare Administration or related field

Minimum Experience
Required:
7 years of call center or patient support operations experience
4 years of leadership experience managing large teams and multi-site operations
Preferred:
Experience in healthcare access management patient scheduling or referral operations
Proven success driving measurable business growth (conversion retention or satisfaction)
Experience leading through change implementing new systems or transforming service models

Knowledge Skills and Abilities
Excellent interpersonal and communication skills across all levels of the organization
Strategic thinker with a bias for action innovation and continuous improvement
Ability to lead with minimal supervision and operate with autonomy
Strong analytical skills with the ability to translate complex data into clear actionable strategies
Demonstrated ability to inspire develop and retain high-performing teams
Strong project management and organizational skills
Ability to balance multiple priorities in a dynamic environment
Proficiency in MS Office CRM tools contact center analytics and automation platforms
Passion for improving the patient experience and redefining access excellence

Licenses and Certifications
Required:


Preferred:
Certification in Contact Center Management Six Sigma or Lean Operations

Virtual Employee

Yes

Salary Range

$115000-$150000

Location/Org Data : Dept Number

CORPIL

Required Experience:

Director