Director of Patient Access (Call Center)

Legacy Community Health; Houston (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Paid Time Off

Company Holidays

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

403(b) Retirement Plan with Company 7%

Disability Insurance

$0 Copay legacy visits

$0 Copay at Legacy Pharmacies

FSA

Travel Insurance

Pet Insurance

Gym Membership

Job summary

Legacy Community Health is seeking a Director of Patient Access to lead front-end patient intake operations in a mission-driven community health system. You will manage a hybrid centralized call center, optimize Epic Cadence and Prelude workflows, and champion digital self-service tools to improve patient access and financial clearance.

You will mentor a team and drive performance metrics while ensuring HRSA compliance and strong revenue cycle collaboration.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field required.
• Five (5) years of healthcare leadership experience.
• Five (5) years in a centralized call center.
• 3-5 years in access management in a high-volume FQHC/community health setting.
• Ability to execute data-driven process improvements.
• Advanced proficiency with Epic Cadence, Prelude, and MyChart workflows.

Responsibilities

• Manage Operations: lead a hybrid centralized call center to provide high-quality service.
• Optimize Technology: refine Epic Cadence and Prelude workflows to minimize errors.
• Drive Access Metrics: monitor KPIs and develop process improvements.
• Adopt Digital Tools: oversee rollout of Epic MyChart self-scheduling and Fast Pass.
• Maintain HRSA Compliance: standardize income documentation for grant eligibility.
• Maximize Capacity: collaborate with leaders to improve provider templates and reduce no-shows.
• Support Revenue Cycle: direct insurance verification strategies for appropriate reimbursement.
• Govern Data Quality: ensure demographic and financial data integrity for reporting.
• Perform Other Duties: support organizational goals.

Skills

Communication

Customer Service

Multitasking

Organization

Data-driven improvements

People management

Deadline management

Epic knowledge

Education

Bachelor’s degree in Healthcare Administration or related field

Tools

Epic Cadence

Epic Prelude

Epic MyChart

Job description

Benefits

• Paid Time Off & Paid Company Holidays
• Medical, Dental, Vision & Life Insurance
• Flexible Spending Account (FSA)
• 403(b) Retirement Plan with Company Match
• Short-Term & Long-Term Disability
• $0 Copay for Legacy Provider visits
• $0 Copay for prescriptions filled at Legacy Pharmacies
• Travel Insurance & Pet Insurance
• Subsidized Gym Membership
• And much more!

Location: Legacy Montrose Allen Parkway - 2929 Allen Pkwy. Houston, TX 77019

Director of Patient Access - Job Overview

Schedule: Monday-Friday (8AM-5PM)

Are you ready to make a meaningful impact in community healthcare? Legacy Community Health is seeking a passionate and dedicated Director of Patient Access to lead our front-end patient intake operations. You will play a vital role in shaping the patient experience while fostering a collaborative environment within our team.

Role Highlights

• Strategically manage and optimize patient scheduling, registration, and financial clearance processes.
• Lead a high-volume centralized call center, making an impact with over 1 million calls a year.
• Enhance workflows in Epic Cadence and Prelude, ensuring a seamless patient journey.
• Champion digital tools and self-service options to empower patient access.
• Foster mentorship, growth, and professional development opportunities for your team.

As you step into this leadership role, you will not only help streamline operations but also contribute to a mission-driven organization that prioritizes care for our community.

Essential Duties & Functions

• Manage Operations: Lead a hybrid team in a centralized call center to ensure high-quality service to our patients.
• Optimize Technology: Refine Epic Cadence decision trees and Prelude workflows to minimize front-end errors.
• Drive Access Metrics: Monitor KPIs, enhance performance metrics, and develop a process improvement plan.
• Adopt Digital Tools: Oversee the rollout of Epic MyChart self-scheduling and automated waitlist features (Fast Pass).
• Maintain HRSA Compliance: Standardize patient income documentation processes for grant eligibility.
• Maximize Capacity: Collaborate with service line leaders to enhance provider templates and reduce no-show rates.
• Support Revenue Cycle: Direct insurance verification strategies to secure appropriate reimbursement rates.
• Govern Data Quality: Ensure demographic and financial data integrity for UDS reporting.
• Perform Other Duties: Undertake additional tasks as assigned to support organizational goals.

Minimum Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field required
• Five (5) years of experience in healthcare leadership, including managing people and processes.
• Five (5) years of work experience in a centralized call center.
• 3-5 years of access management experience, with a proven track record in a high-volume FQHC or community health setting.
• Previous experience in a leadership position in a centralized call center setting.
• Ability to execute data-driven process improvements.
• Advanced proficiency with Epic (specifically Cadence, Prelude, and MyChart workflows) is strictly required.
• Excellent communication skills and customer service skills.
• Ability to multitask in a fast-paced environment.
• Above average organizational skills.
• Strong typing and computer skills.
• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
• Must be able to manage multiple deadlines and decision-making responsibilities.
• Experience implementing and administering workforce management (WFM) models
• Ability to function as SharePoint administrator for assigned departments/areas

About Legacy Community Health

As the largest Federally Qualified Health Center (FQHC) in Southeast Texas, Legacy Community Health has been delivering comprehensive, high-quality, and affordable health care for nearly 40 years.

With more than 50 clinics across the Greater Houston and Gulf Coast region, we continue to grow strategically and invest in our communities. By innovating how care is delivered, we've stayed at the forefront of connecting our communities to health- every day, in every way.

At Legacy, we know our success is powered by our people. We're always looking for talented, passionate individuals who want more than a job—they want a meaningful career that makes a real impact.

Explore our open positions and see if a career at Legacy is right for you.

Core Employee Expectations

At Legacy Community Health, our mission-Driving healthy change in our communities-guides everything we do. To fulfill this mission, every team member is expected to embody the following core attributes in their daily work, regardless of role or department:

Approachable & Collaborative

We bring our expertise without ego. In a collaborative healthcare environment, humility fosters trust and teamwork. Our employees value diverse perspectives, seek input from others, and are unafraid to acknowledge when they need help. We stay grounded in our purpose: to serve patients and communities with compassion and humility.

Driven & Committed

We are driven by a deep commitment to excellence in patient care and organizational improvement. Our employees take initiative, embrace challenges, and go the extra mile to support our mission. Whether improving patient outcomes, streamline processes, or stepping up in times of need, we are always striving to drive healthy change—within ourselves, our teams, and the communities we serve.

Perceptive & Thoughtful Communicators

We value emotional intelligence as much as clinical or technical skill. Our team members demonstrate sound judgment, cultural sensitivity, and the ability to navigate complex situations with empathy and professionalism. They communicate clearly and respectfully with patients, families, and colleagues, building trust and fostering a safe, inclusive environment for all.