Director of Centralized Scheduling

Beacon Behavioral Partners; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Beacon Behavioral Partners seeks a Director of Centralized Scheduling to lead strategy and daily operations of the centralized scheduling call center, overseeing pods and coordinators. You will develop supervisors and team leads, establish consistent scheduling practices, and ensure patients access behavioral healthcare with responsive, accurate, and compassionate service.

Collaborate with practice leaders, providers, operations, and IT to improve call center performance, optimize provider

Qualifications

• Five+ years in healthcare scheduling, patient access, or scheduling operations with leadership experience.
• Experience leading supervisors or multiple teams in a high-volume scheduling or contact center.
• Proven track record of improving service quality and operational performance.
• Familiarity with EHR/practice management systems and performance dashboards.
• Knowledge of patient confidentiality and scheduling workflows.

Responsibilities

• Direct centralized scheduling operations across all pods and align staffing, workflows, and service expectations.
• Forecast demand, establish staffing plans, and balance workloads across pods and hours.
• Develop standard procedures for appointment scheduling, rescheduling, cancellations, referrals, waitlists, and follow-ups.
• Establish performance measures for service levels, speed to answer, abandoned calls, and patient experience.
• Use monitoring and feedback to identify training needs and improve scheduling practices.
• Partner with practice leaders to maintain accurate scheduling rules and improve access to slots.
• Resolve complex scheduling concerns and route urgent clinical issues per protocol.
• Collaborate with IT to improve telephony, routing, EHR scheduling tools, and onboarding of new practices.
• Maintain clear communication and escalation paths between scheduling pods and practice teams.
• Ensure HIPAA compliance and patient confidentiality across operations.
• Lead process improvements and change initiatives to support growth while maintaining quality.

Skills

People leadership

Scheduling

Staffing planning

Performance metrics

Communication

Change management

Data interpretation

Tools

EHR systems

Practice management systems

Contact center software

Dashboards/BI

Job description

The Director of Centralized Scheduling leads the strategy and daily operations of Beacon Behavioral Partners’ centralized scheduling call center, overseeing all centralized scheduling pods and their scheduling coordinators. This leader develops pod supervisors and team leads, establishes consistent scheduling practices, and ensures patients receive responsive, accurate, and compassionate assistance accessing behavioral healthcare.

Working closely with practice leaders, providers, operations, and technology teams, the Director improves call center performance, supports provider schedule utilization, and builds a scalable scheduling operation across supported practices. The role is accountable for staffing, team performance, service quality, and continuous improvement.

Responsibilities

• Direct centralized scheduling operations across all pods, aligning staffing, workflows, and service expectations with the needs of supported practices.
• Forecast call and scheduling demand, establish staffing plans, and balance coverage and workloads across pods, locations, and operating hours.
• Develop and maintain standard procedures for appointment scheduling, rescheduling, cancellations, referrals, waitlists, and patient follow-up while accommodating approved practice requirements.
• Establish and monitor performance measures for service levels, speed to answer, abandoned calls, scheduling accuracy, patient experience, and team productivity.
• Use call monitoring, quality reviews, and patient feedback to identify training needs, resolve service concerns, and improve communication and scheduling practices.
• Partner with practice leaders and providers to maintain accurate scheduling rules and templates, identify access barriers, and improve appointment availability and use of open slots.
• Oversee resolution of complex scheduling concerns and patient complaints. Ensure urgent clinical concerns are promptly routed to the appropriate clinical team under established protocols.
• Partner with IT and operations to improve telephony, call routing, EHR scheduling tools, reporting, and digital scheduling; coordinate onboarding of additional practices into centralized scheduling.
• Maintain reliable communication between scheduling pods and practice teams, including clear ownership of requests, escalation pathways, and follow-through.
• Ensure staff follow organizational privacy, confidentiality, documentation, and patient identification requirements, including HIPAA requirements.
• Lead process improvement and change initiatives that support growth while maintaining service quality and a consistent patient experience.

Minimum Qualifications

• At least five years of progressive experience in healthcare scheduling, patient access, or healthcare contact center operations, including at least three years of people management experience.
• Experience leading supervisors, team leads, or multiple teams in a high-volume scheduling or contact center environment.
• Demonstrated success improving service quality, staffing effectiveness, and measurable operational performance.
• Experience using EHR or practice management systems, contact center technology, and performance dashboards.
• Working knowledge of patient confidentiality, healthcare scheduling workflows, and appropriate escalation of patient concerns.

Preferred Qualifications

• Experience in outpatient behavioral health, psychiatry, or a multi-location healthcare organization.
• Experience overseeing multiple scheduling pods through supervisors or team leads, including remote or geographically dispersed teams.
• Experience building or expanding centralized scheduling, integrating additional practices, or standardizing workflows across multiple EHR platforms.
• Experience with workforce management tools, quality assurance programs, and process improvement methods.
• Bilingual in English and Spanish.

Skills

Strong people leadership, coaching, communication, and problem-solving skills; sound judgment when handling patient concerns; ability to interpret operational data, manage competing priorities, and lead change across multiple teams and practices.