Director, Patient Access & Contact Center Excellence

CATALYST PHYSICIAN GROUP - NTX PLLC; Plano (TX); On-site; USD 130,000 - 180,000; Full time

Job summary

CATALYST PHYSICIAN GROUP - NTX PLLC is seeking a strategic and operational leader to direct enterprise-wide patient call center operations across our physician practices and centralized access functions. You will design scalable strategies to enhance access, scheduling efficiency, digital engagement, and the overall patient experience.

You will partner with IT, analytics, and clinical operations to optimize workflows, implement AI-enabled tools, and drive data-driven performance across regions

Qualifications

• Bachelor's degree in a related field is required.
• Minimum ten years of progressive healthcare operations experience.
• Minimum five years leading call center analytics with dashboards and reporting.
• Minimum three years leading enterprise-wide patient access and call center operations across multi-site practices.
• Experience implementing AI-enabled tools and adoption strategies.
• Lean, Six Sigma or process-improvement experience preferred.

Responsibilities

• Lead enterprise call center operations across multi-site physician practices.
• Design scalable operational strategies to improve access, scheduling efficiency, and patient experience.
• Drive analytics, dashboards, and governance to improve patient conversion and revenue cycle outcomes.
• Oversee scheduling, registration, insurance verification, digital communications, and care access workflows.
• Develop staffing models and succession plans for a large hourly workforce.
• Promote adoption of digital scheduling, automation, and AI-enabled tools across regions.
• Collaborate with IT, analytics, and clinical systems to optimize workflows.

Skills

Leadership

Operations leadership

Data analytics

KPI tracking

Call center analytics

Digital engagement

AI tools awareness

Education

Bachelor's in Business Administration

MBA or related master’s preferred

Tools

EHR systems

Practice management software

BI dashboards

IVR/telephony tools

Job description

CATALYST PHYSICIAN GROUP - NTX PLLC is seeking a strategic and operational leader to direct enterprise-wide patient call center operations across our physician practices and centralized access functions. You will design scalable strategies to enhance access, scheduling efficiency, digital engagement, and the overall patient experience.

You will partner with IT, analytics, and clinical operations to optimize workflows, implement AI-enabled tools, and drive data-driven performance across regions