Scheduling Operations Director | Healthcare BPO

Private Advertiser; Pasay; On-site; PHP 2,000,000 - 3,800,000; Full time

Job summary

Private Advertiser seeks an experienced Scheduling Operations Director to lead patient scheduling in a healthcare setting. You will oversee multiple teams, drive key metrics, and partner with clients to ensure service levels and patient satisfaction.

The role emphasizes Lean/Six Sigma process improvements, stakeholder collaboration, and strong governance to maintain HIPAA/compliance standards and high-performance results.

Qualifications

• Experience in a senior leadership role managing large-scale patient scheduling or healthcare contact centers.
• Strong understanding of patient scheduling, appointment management, referrals, and healthcare workflows.
• Proven experience meeting or exceeding operational KPIs and client SLAs.
• Excellent communication and stakeholder-management abilities.
• Experience with scheduling platforms and workforce management tools is an advantage.

Responsibilities

• Provide strategic and operational leadership for patient scheduling operations.
• Oversee scheduling teams, supervisors, and managers.
• Drive KPIs such as service level, productivity, schedule accuracy, and patient satisfaction.
• Develop strategies to improve patient access and scheduling efficiency.
• Monitor performance data and identify gaps for improvement.
• Partner with clients and internal stakeholders to meet service levels.
• Ensure compliance with healthcare policies and HIPAA/privacy where applicable.
• Lead workforce planning with Workforce Management for staffing.
• Translate reports into actionable improvement plans.
• Coach leaders and foster a high-performance culture.
• Support recruitment, onboarding, training, and leadership development.
• Drive continuous improvement using Lean, Six Sigma, or similar methods.
• Manage escalations and resolve complex scheduling issues.
• Present performance updates and recommendations to senior leadership.
• Ensure cross-functional communication across teams.

Skills

Senior leadership

Healthcare contact center workflows

Stakeholder management

Analytical problem solving

Communication

Tools

Scheduling platforms

CRM/CC technologies

Workforce management tools

Job description

We are seeking an experienced and results-driven Scheduling Operations Director 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.