Director of Patient Access (Call Center) at Legacy Community Health in Houston, TX

Job description

• Schedule: Monday-Friday (8AM-5PM)
• Are you ready to make a meaningful impact in community healthcare? Legacy Community Health is seeking a passionate and dedicated Director of Patient Access to lead our front-end patient intake operations. You will play a vital role in shaping the patient experience while fostering a collaborative environment within our team.
• Strategically manage and optimize patient scheduling, registration, and financial clearance processes.
• Lead a high-volume centralized call center, making an impact with over 1 million calls a year.
• Enhance workflows in Epic Cadence and Prelude, ensuring a seamless patient journey.
• Champion digital tools and self-service options to empower patient access.
• Foster mentorship, growth, and professional development opportunities for your team.
• As you step into this leadership role, you will not only help streamline operations but also contribute to a mission-driven organization that prioritizes care for our community.

Responsibilities

• Manage Operations: Lead a hybrid team in a centralized call center to ensure high-quality service to our patients.
• Optimize Technology: Refine Epic Cadence decision trees and Prelude workflows to minimize front-end errors.
• Drive Access Metrics: Monitor KPIs, enhance performance metrics, and develop a process improvement plan.
• Adopt Digital Tools: Oversee the rollout of Epic MyChart self-scheduling and automated waitlist features (Fast Pass).
• Maintain HRSA Compliance: Standardize patient income documentation processes for grant eligibility.
• Maximize Capacity: Collaborate with service line leaders to enhance provider templates and reduce no-show rates.
• Support Revenue Cycle: Direct insurance verification strategies to secure appropriate reimbursement rates.
• Govern Data Quality: Ensure demographic and financial data integrity for UDS reporting.
• Perform Other Duties: Undertake additional tasks as assigned to support organizational goals.

Requirements

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field required
• Five (5) years of experience in healthcare leadership, including managing people and processes.
• Five (5) years of work experience in a centralized call center.
• 3-5 years of access management experience, with a proven track record in a high-volume FQHC or community health setting.
• Previous experience in a leadership position in a centralized call center setting.
• Ability to execute data-driven process improvements.
• Advanced proficiency with Epic (specifically Cadence, Prelude, and MyChart workflows) is strictly required.
• Excellent communication skills and customer service skills.
• Ability to multitask in a fast-paced environment.
• Above average organizational skills.
• Strong typing and computer skills.
• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
• Must be able to manage multiple deadlines and decision-making responsibilities.
• Experience implementing and administering workforce management (WFM) models
• Ability to function as SharePoint administrator for assigned departments/areas

Skills

Required

• Above average organizational skills.
• Strong typing and computer skills.

Benefits

• Paid Time Off & Paid Company Holidays
• Medical, Dental, Vision & Life Insurance
• Flexible Spending Account (FSA)
• 403(b) Retirement Plan with Company Match
• Short-Term & Long-Term Disability
• $0 Copay for Legacy Provider visits
• $0 Copay for prescriptions filled at Legacy Pharmacies
• Travel Insurance & Pet Insurance
• Subsidized Gym Membership
• And much more!
• Apply today in less than 3 minutes using your phone, tablet, or computer!
• Location: Legacy Montrose Allen Parkway - 2929 Allen Pkwy. Houston, TX 77019