Director of Patient Access & Transformation

## Description

a {

• text-decoration: none;
• color: #464feb;

}

• tr th, tr td {
• border: 1px solid #e6e6e6;

}

• tr th {
• background-color: #f5f5f5;

}

## **Director of Patient Access & Transformation**

**Location:** Richmond, TX (Onsite)

**Schedule:** Monday – Friday | 8:00 AM – 5:00 PM

**FLSA Status:** Exempt

**Salary Range:** $90,000 – $110,000

**Reports To:** Chief Operations Officer / Chief Executive Officer

**Direct Reports:** Patient Access, Call Center, Scheduling, Outreach, Eligibility

---

### **Position Summary**

The Director of Patient Access & Transformation is responsible for leading and optimizing the front-end patient experience while driving measurable improvements in key access and revenue performance indicators. This role oversees Patient Access, Call Center, Scheduling, Outreach, and Eligibility functions and plays a critical role in advancing access to care, patient growth, and operational efficiency.

This position partners cross-functionally with clinical, nursing, pharmacy, and revenue cycle leadership to implement innovative care delivery models, including Direct Primary Care (DPC). The role is designed as a succession track for senior operational leadership and will build upon an established, high-impact foundation.

---

### **Key Responsibilities**

#### **KPI Ownership & Analytics**

• Own and monitor core performance indicators including no-show rate, call abandonment, average speed of answer, unduplicated patient count, POS collections, and sliding-fee conversion
• Develop executive dashboards and operational reporting using Power BI, Excel, and EHR systems (NextGen preferred)
• Establish a single source of truth for front-end operational data

#### **No-Show Reduction & Patient Reach**

• Lead strategic initiatives to reduce no-show rates using multi-channel engagement tools (SMS, IVR, patient portal, AI tools)
• Implement waitlist automation, same-day scheduling optimization, and predictive overbooking strategies
• Partner with clinical teams to address systemic barriers such as transportation, language access, and scheduling inefficiencies

#### **Patient Access & Call Center Operations**

• Oversee daily operations of call center and front-end teams to meet service-level goals (ASA, abandonment rate, first-call resolution)
• Manage scheduling, registration, eligibility verification, financial counseling, and point-of-service collections
• Streamline workflows through standardization and automation

#### **Unduplicated Patient Growth & Community Partnerships**

• Drive patient growth through outreach strategies and community engagement initiatives
• Build and maintain partnerships with schools, community organizations, healthcare systems, and payers across the Greater Houston area
• Track and analyze outreach conversion metrics from lead generation to patient retention

#### **New Models of Care & Technology Transformation**

• Collaborate with executive leadership to design and implement new care delivery models, including Direct Primary Care and employer-based partnerships
• Evaluate and deploy technology solutions, including AI and automation tools, to improve efficiency and patient experience
• Develop and maintain a Patient Access technology roadmap with defined ROI and performance metrics
• Partner with grant teams to manage program funding, reporting, and deployment tied to department initiatives

#### **Leadership & Cross-Functional Collaboration**

• Lead, mentor, and develop managers and supervisors across all Patient Access functions
• Collaborate with clinical, finance, IT, and compliance leaders to align operations and organizational goals
• Ensure compliance with HRSA requirements, UDS reporting, HIPAA regulations, and sliding fee discount program standards
• Support audits, including HRSA Operational Site Visits

## Qualifications

a {

• text-decoration: none;
• color: #464feb;

}

• tr th, tr td {
• border: 1px solid #e6e6e6;

}

• tr th {
• background-color: #f5f5f5;

}

### **Qualifications**
#### **Required**

• Bachelor’s degree in Healthcare Administration, Business, Public Health, Analytics, or related field
• Minimum 7 years of healthcare operations experience, including 4+ years leading patient access or front-end teams
• Proven track record improving KPIs such as no-show rates, patient volume, call center performance, and POS collections
• Strong analytical skills with hands-on experience developing and interpreting operational reports
• Advanced proficiency in Microsoft Excel and experience with an EHR system (NextGen preferred or equivalent)

#### **Preferred**

• Master’s degree (MHA, MBA, MPH, or related)
• Experience in an FQHC, community health center, or safety-net environment
• Hands-on Power BI experience or comparable BI tools
• Experience launching new care models such as DPC or value-based care programs
• Familiarity with AI/automation tools in healthcare operations

---
### **Core Competencies**

• Data-driven decision making and strong analytical mindset
• Proven leadership and team development skills
• Ability to drive operational change and process improvement
• Strong communication skills with experience presenting to executive leadership
• Commitment to community health and serving diverse populations