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 & Paid Holidays

Medical, Dental, Vision & Life

Flexible Spending Account (FSA)

403(b) Retirement Plan with Company 15

Short-Term & Long-Term Disability

$0 Copay Legacy Provider visits

$0 Copay prescriptions at Legacy Pharm

Travel Insurance & Pet Insurance

Subsidized Gym Membership

Job summary

Legacy Community Health seeks a Director of Patient Access to lead patient access operations and partner with software teams to enhance portals, self-scheduling, reminders, and telephony. The role focuses on building strong reporting infrastructure and coordinating with managed care partners, hospital partners, and marketing for service line growth.

You will mentor the Patient Access Analyst, develop staffing models, and drive initiatives to improve access and patient experience across the

Qualifications

• Bachelor's degree is required.
• Minimum 3 years working experience in healthcare.
• 2-3 years leadership experience.

Responsibilities

• Lead and advise on the reporting framework required to support new and existing agency initiatives.
• Lead the implementation and optimization of patient portal software and serve as liaison to the software developer.
• Lead the implementation and optimization of Patient Self-Scheduling software and serve as liaison to the software developer.
• Lead the implementation and optimization of appointment reminder software and serve as liaison to the software developer.
• Provide guidance for optimization of Telephony software through analysis of reports and workflows related to the contact center.

Skills

Healthcare leadership

Operations management

Analytics & reporting

Education

Bachelor's degree

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)

Join our family as the Director of Patient Access and help shape how patients connect with care across Legacy Community Health. In this meaningful leadership role, you’ll guide operational initiatives, strengthen reporting infrastructure, and collaborate with teams and partners to help ensure timely, accessible service for the diverse communities we serve.

Your leadership will help improve the healthcare journey from the first point of contact forward. You’ll serve as a key partner to software development teams supporting Patient Access while building trusted relationships with corporate partners, referring providers, managed care organizations, hospital partners, service line leaders, and marketing colleagues.

Make a difference through meaningful leadership

• Help improve access to community healthcare through thoughtful operational strategy, reporting, and performance monitoring.
• Guide the implementation and optimization of patient-facing technologies, including patient portals, self-scheduling, appointment reminders, telephony, and dashboards.
• Partner across departments to support patient experience initiatives, service line growth, and access to new subspecialties.
• Lead productivity and staffing initiatives that help Patient Access teams meet organizational goals.
• Support the development of Patient Access talent, including serving as leader to the Patient Access Analyst.

Why you’ll find purpose in this opportunity

• Help patients navigate pathways to care and play an important role in the healthcare ecosystem.
• Build collaborative relationships across a broad network of internal and external partners.
• Improve processes, strengthen team performance, and create a lasting difference in patient access.
• Bring your passion for better healthcare to a mission-driven environment where your work directly benefits the community.
• Grow as a collaborative leader while helping teams deliver a more connected patient experience.

Key Responsibilities

• Lead and advise on best practices to develop and manage the architectural interface required to support accurate reporting.
• Lead the implementation and optimization of patient portal software and serve as liaison to the software developer.
• Lead the implementation and optimization of Patient Self-Scheduling software and serve as liaison to the software developer.
• Lead the implementation and optimization of appointment reminder software and serve as liaison to the software developer.
• Provide guidance for optimization of Telephony software through analysis of reports and workflows related to the contact center.
• Develop, maintain, and monitor the Patient Access Dashboard.
• Develop, maintain, and monitor staffing models for Contact Center Agents.
• Support Patient Experience-related projects and serve as liaison to Quality Department action plans.
• Lead and advise on the reporting framework required to support new and existing agency initiatives.
• Lead the creation and maintenance of the Departmental SharePoint site.
• Serve as liaison to partnerships with Managed Care Organizations, referring providers, and hospital partners.
• Serve as liaison to service line leadership and the marketing department to onboard new subspecialty access across the organization and expand existing service lines.
• Create and implement routine monitoring of patient-facing staff training and audit processes for improvement, as needed.
• Lead productivity initiatives to ensure Patient Access goals are met and develop potential areas to improve access across the organization.
• Serve as leader to the Patient Access Analyst.
• Perform other duties as assigned.

Minimum Qualifications

• Bachelors’ Degree required

Required Years of Experience

• Minimum 3 years working experience in healthcare
• 2-3 years’ leadership experience

Required Knowledge, Skills, and/or Abilities

• Must be able to manage multiple deadline and decision making responsibilities.
• Adept in decision making responsibilities

Desirable Knowledge, Skills, and/or Abilities

• Demonstrated experience with principles and methods for curriculum and training design, teaching and instruction for both individuals and groups and development of evaluation tools is preferred

About Legacy Community Health

The largest Federally Qualified Health Center (FQHC) in Southeast Texas, Legacy Community Health has delivered affordable, high-quality care for nearly 40 years across 50+ clinics in Greater Houston and the Gulf Coast. Our mission — driving healthy change in our communities — guides everything we do, and it starts with our people.

Approachable & Collaborative — Leads with humility, values diverse perspectives, and builds trust through teamwork.

Driven & Committed — Takes initiative and goes the extra mile to improve patient outcomes and drive continuous improvement.

Thoughtful Communicators — Pairs clinical/technical skill with emotional intelligence, navigating complex situations with empathy and professionalism.