Chief of Patient Access & Support

southeast medical group; Alpharetta (GA); On-site; USD 180,000 - 260,000; Full time

Job summary

Southeast Primary Care Partners is seeking a Vice President of Patient Support & Access to lead centralized patient support, access, scheduling, clinical routing, and care coordination. This executive will drive a patient-centered experience across channels and align performance with growth and value-based care goals.

The role emphasizes scalable operating models, AI governance, and cross-functional leadership to improve access, satisfaction, and financial performance while maintaining privacy

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, Nursing, Operations Management, or a related field.
• Master’s degree in a related field preferred.
• Ten or more years of progressive healthcare operations, patient-access, contact center, patient experience, or related experience.
• At least five years of senior leadership experience managing large, multi-layered teams.
• Experience with scheduling, outreach, centralized patient support, contact-center, clinical-routing, or similar healthcare operations.
• Experience with workforce management, analytics, quality assurance, process improvement, automation, and vendor management.
• Familiarity with EMR, scheduling, telephone, CRM, portal, and contact-center technologies.
• Experience with Veradigm or eClinicalWorks preferred.

Responsibilities

• Develop and execute an enterprise patient-support and access strategy aligned with organizational goals.
• Establish short- and long-term operational, financial, service, and performance objectives.
• Partner with executive, clinical, operational, and practice leaders to improve patient access and continuity of care.
• Develop scalable operating models to support growth, acquisitions, and new markets.
• Analyze performance trends and lead corrective and improvement initiatives.
• Oversee inbound and outbound patient communication, scheduling, appointment confirmation, outreach, registration support, and service recovery.
• Ensure patients are connected to the appropriate provider, location, appointment type, and level of care.
• Improve appointment availability, schedule utilization, cancellation recovery, and no-show performance.
• Establish service standards for response time, call quality, scheduling accuracy, professionalism, and first-contact resolution.
• Lead call routing, queue management, callback, forecasting, staffing, and workforce-management processes.
• Ensure consistent workflows across telephone, text, portal, chat, email, fax, and mail.
• Partner with clinical leadership to develop safe and consistent processes for routing patient symptoms and clinical questions.
• Monitor triage response times, escalation compliance, documentation quality, and closed-loop resolution.
• Lead the responsible implementation of AI, automation, virtual agents, agent-assist tools, speech analytics, automated scheduling, and patient self-service solutions.
• Protect patient information and maintain appropriate controls for communication, records, technology, and vendor access.

Skills

Strategic leadership

Operational leadership

Patient access optimization

AI and automation familiarity

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree in Healthcare Administration, Business Administration, Nursing, Operations Management, or related field

Master’s degree preferred

Tools

Veradigm

eClinicalWorks

EMR systems

Scheduling software

Job description

Southeast Primary Care Partners is seeking a Vice President of Patient Support & Access to lead centralized patient support, access, scheduling, clinical routing, and care coordination. This executive will drive a patient-centered experience across channels and align performance with growth and value-based care goals.

The role emphasizes scalable operating models, AI governance, and cross-functional leadership to improve access, satisfaction, and financial performance while maintaining privacy