Head of Centralized Scheduling & Patient Access

Beacon Behavioral Partners; United States; Vor Ort; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

People leadership

Scheduling

Staffing planning

Performance metrics

Communication

Change management

Data interpretation

Tools

EHR systems

Practice management systems

Contact center software

Dashboards/BI

Jobbeschreibung

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