Director of Patient Access & Transformation

Director of Patient Access & Transformation

Location: Richmond, TX (Onsite)
Schedule: Monday - Friday | 8:00 AM - 5:00 PM
FLSA Status: Exempt
Salary Range: $90,000 - $110,000

Reports To: Chief Operations Officer / Chief Executive Officer
Direct Reports: Patient Access, Call Center, Scheduling, Outreach, Eligibility

Position Summary

The Director of Patient Access & Transformation is responsible for leading and optimizing the front-end patient experience while driving measurable improvements in key access and revenue performance indicators. This role oversees Patient Access, Call Center, Scheduling, Outreach, and Eligibility functions and plays a critical role in advancing access to care, patient growth, and operational efficiency.

This position partners cross-functionally with clinical, nursing, pharmacy, and revenue cycle leadership to implement innovative care delivery models, including Direct Primary Care (DPC). The role is designed as a succession track for senior operational leadership and will build upon an established, high-impact foundation.

Key Responsibilities

KPI Ownership & Analytics

• Own and monitor core performance indicators including no-show rate, call abandonment, average speed of answer, unduplicated patient count, POS collections, and sliding-fee conversion
• Develop executive dashboards and operational reporting using Power BI, Excel, and EHR systems (NextGen preferred)
• Establish a single source of truth for front-end operational data

No-Show Reduction & Patient Reach

• Lead strategic initiatives to reduce no-show rates using multi-channel engagement tools (SMS, IVR, patient portal, AI tools)
• Implement waitlist automation, same-day scheduling optimization, and predictive overbooking strategies
• Partner with clinical teams to address systemic barriers such as transportation, language access, and scheduling inefficiencies

Patient Access & Call Center Operations

• Oversee daily operations of call center and front-end teams to meet service-level goals (ASA, abandonment rate, first-call resolution)
• Manage scheduling, registration, eligibility verification, financial counseling, and point-of-service collections
• Streamline workflows through standardization and automation

Unduplicated Patient Growth & Community Partnerships

• Drive patient growth through outreach strategies and community engagement initiatives
• Build and maintain partnerships with schools, community organizations, healthcare systems, and payers across the Greater Houston area
• Track and analyze outreach conversion metrics from lead generation to patient retention

New Models of Care & Technology Transformation

• Collaborate with executive leadership to design and implement new care delivery models, including Direct Primary Care and employer-based partnerships
• Evaluate and deploy technology solutions, including AI and automation tools, to improve efficiency and patient experience
• Develop and maintain a Patient Access technology roadmap with defined ROI and performance metrics
• Partner with grant teams to manage program funding, reporting, and deployment tied to department initiatives

Leadership & Cross-Functional Collaboration

• Lead, mentor, and develop managers and supervisors across all Patient Access functions
• Collaborate with clinical, finance, IT, and compliance leaders to align operations and organizational goals
• Ensure compliance with HRSA requirements, UDS reporting, HIPAA regulations, and sliding fee discount program standards
• Support audits, including HRSA Operational Site Visits

Qualifications

Qualifications

Required

• Bachelor's degree in Healthcare Administration, Business, Public Health, Analytics, or related field
• Minimum 7 years of healthcare operations experience, including 4+ years leading patient access or front-end teams
• Proven track record improving KPIs such as no-show rates, patient volume, call center performance, and POS collections
• Strong analytical skills with hands-on experience developing and interpreting operational reports
• Advanced proficiency in Microsoft Excel and experience with an EHR system (NextGen preferred or equivalent)

Preferred

• Master's degree (MHA, MBA, MPH, or related)
• Experience in an FQHC, community health center, or safety-net environment
• Hands-on Power BI experience or comparable BI tools
• Experience launching new care models such as DPC or value-based care programs
• Familiarity with AI/automation tools in healthcare operations

Core Competencies

• Data-driven decision making and strong analytical mindset
• Proven leadership and team development skills
• Ability to drive operational change and process improvement
• Strong communication skills with experience presenting to executive leadership
• Commitment to community health and serving diverse populations