Strategic Lead, Patient Access & Call Center Operations

Catalyst Health Group; Plano (TX); On-site; USD 150,000 - 210,000; Full time

Job summary

Catalyst Health Group seeks an enterprise call center leader to drive scalable access across physician practices and centralized patient access functions. You will shape operational strategy, oversee scheduling efficiency, and enhance patient experience through technology enablement.

Responsibilities include data-driven performance management, cross-functional collaboration with IT, analytics, and clinical teams, and leadership of a large, multi-site team to deliver measurable improvements in

Qualifications

• Bachelor's degree required in a related field; master's preferred.
• 10 years healthcare operations experience.
• 5+ years leading call center analytics, dashboards and executive reporting.
• 5+ years developing and coaching a 30+ person team.
• 3+ years leading enterprise-wide patient access across 20+ practices.
• 2+ years implementing AI-enabled tools and change management.

Responsibilities

• Lead enterprise call center operations across multi-site practices and centralized access functions.
• Drive scheduling efficiency, patient access, and digital engagement improvements.
• Monitor access KPIs with dashboards and governance structures.
• Standardize processes and leverage technology for scalability.
• Develop staffing models and workforce capabilities.
• Collaborate with IT and clinical systems to optimize workflows.

Skills

Strategic leadership

Operations leadership

Data analytics

Call center analytics

Team development

Stakeholder collaboration

Education

Bachelor's degree in related field

Master's degree preferred

Tools

EHR systems

Practice management platforms

Reporting tools / BI

AI-enabled tools

Job description

Catalyst Health Group seeks an enterprise call center leader to drive scalable access across physician practices and centralized patient access functions. You will shape operational strategy, oversee scheduling efficiency, and enhance patient experience through technology enablement.

Responsibilities include data-driven performance management, cross-functional collaboration with IT, analytics, and clinical teams, and leadership of a large, multi-site team to deliver measurable improvements in