Head of Patient Access & Call Center Operations

Catalyst Physician Group; Plano (TX); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Catalyst Health Group seeks an executive to lead enterprise call center operations across physician practices and centralized access functions. You will design scalable strategies to improve patient acquisition, scheduling efficiency, registration accuracy, digital engagement, and overall patient experience while aligning with revenue cycle and provider productivity.

The role requires building high-performing teams, implementing data-driven performance management, and driving adoption of

Qualifications

• Bachelor's degree in a related field required; Master's preferred.
• Minimum ten years of healthcare operations experience.
• Extensive experience leading call center analytics and dashboards.
• Proven ability to develop and coach large teams.
• Experience implementing AI-enabled tools and change management.

Responsibilities

• Lead enterprise call center operations across multiple sites and centralized access functions.
• Drive scheduling efficiency, patient access workflows, and registration accuracy.
• Monitor access KPIs with dashboards, scorecards, and executive reporting.
• Collaborate with IT and operational leaders to optimize technology and data capture.
• Develop staffing models and workforce capabilities; coach managers and staff.

Skills

Call center analytics

Dashboards

Scorecards

Executive reporting

Data governance

KPI ownership

Digital engagement adoption

Trend analysis

Provider capacity utilization

Data analytics

Education

Bachelor's degree in Business Administration, Computer Science, Health Informatics, Health Information Management, Information Systems, Data Analytics, Business Analytics, or a related field

Master's degree

Tools

AI-enabled tools

Job description

Catalyst Health Group seeks an executive to lead enterprise call center operations across physician practices and centralized access functions. You will design scalable strategies to improve patient acquisition, scheduling efficiency, registration accuracy, digital engagement, and overall patient experience while aligning with revenue cycle and provider productivity.

The role requires building high-performing teams, implementing data-driven performance management, and driving adoption of