Assistant Director - Patient Scheduling | Healthcare BPO

Private Advertiser; Pasay; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Private Advertiser is seeking an experienced Assistant Director (Patient Scheduling) to lead and oversee complex patient scheduling operations for healthcare clients. The role requires strategic and operational leadership, driving service levels, productivity, accuracy, and patient satisfaction across multiple scheduling teams.

You will oversee supervisors and managers, ensure HIPAA/privacy compliance where applicable, and partner with clients to meet SLAs.

Qualifications

• 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.
• Experience working with U.S. healthcare clients is highly preferred.
• Knowledge of healthcare privacy and compliance requirements is preferred.
• Experience with scheduling platforms, CRM/contact-center technologies, and workforce management tools is an advantage.

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 performance reports and translate data into actionable improvement plans.
• Coach and develop managers and leaders, fostering accountability and a high-performance culture.
• Lead workforce planning and collaborate with Workforce Management for staffing.
• Participate in business reviews and present performance updates and recommendations to senior leadership and clients.

Skills

Senior leadership

Healthcare scheduling

Operations management

KPI tracking

Lean Six Sigma

Stakeholder mgmt

Communication

Tools

Scheduling platforms

CRM/Contact Center

WFM tools

Job description

We are seeking an experienced and results-driven Assistant Director (Patient Scheduling) to lead and oversee our healthcare patient scheduling operations.

This role is responsible for ensuring efficient scheduling workflows, exceptional patient experiences, strong operational performance, and compliance with healthcare and client requirements.

Key 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.

Qualifications

• 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.

• Experience working with U.S. healthcare clients is highly preferred.

• Knowledge of healthcare privacy and compliance requirements is preferred.

• Experience with scheduling platforms, CRM/contact-center technologies, and workforce management tools is an advantage.