Director Patient Access Contact Center

Job Description

Job Description

Director of Patient Access Contact Center

Transform Patient Access During a Critical Growth Phase

At BHG, we are entering an exciting period of transformational growth and operational evolution. We are seeking an experienced and strategic Director of Patient Access Contact Center to lead our patient access operations and help define the future of how patients and families connect with our organization.

Th highly visible leader will be responsible for driving operational excellence, leading organizational change, implementing scalable processes and technologies, and ensuring an exceptional patient and family experience. This role offers the unique opportunity to influence enterprise-wide initiatives while building a high-performing, compassionate team dedicated to helping individuals access the care they need.

The ideal candidate combines strong call center leadership experience with a passion for patient-centered service, data-driven decision making, and continuous improvement.

What You'll Do

Strategic Leadership & Transformation

• Develop and execute a strategic vision for the Patient Access Contact Center that supports organizational growth and long-term objectives.
• Partner closely with executive leadership to align patient access operations with business priorities and mission-driven goals.
• Lead transformation initiatives focused on scalability, operational efficiency, technology optimization, and service excellence.
• Identify opportunities to modernize workflows, systems, reporting capabilities, and patient engagement processes.

Operational Excellence

• Oversee all day-to-day contact center operations, ensuring exceptional service delivery and operational performance.
• Establish and monitor key performance indicators, including:
• Answer rate
• Abandon rate
• Admission conversion rate
• Agent productivity
• Service level performance
• Patient satisfaction metrics
• Drive continuous improvement initiatives using data analysis and operational insights.
• Ensure consistent execution of policies, procedures, and quality standards.

Team Leadership & Development

• Recruit, develop, coach, and lead a high-performing team of patient access professionals.
• Foster a culture of accountability, compassion, collaboration, and continuous learning.
• Build leadership capabilities across the organization and create clear pathways for employee growth and development.
• Promote employee engagement while maintaining high standards of performance and service.

Patient Experience & Stakeholder Partnership

• Champion a patient-first approach that delivers compassionate, efficient, and consistent experiences.
• Implement strategies to measure and improve patient and family satisfaction.
• Collaborate with treatment centers, business leaders, and cross-functional teams to ensure seamless communication and coordination throughout the patient journey.
• Serve as a trusted operational partner across the organization.

Technology & Systems Management

• Optimize and integrate contact center technologies, phone systems, CRM platforms, and reporting tools.
• Leverage platforms such as Salesforce, 8x8, and related technologies to improve efficiency, visibility, and scalability.
• Evaluate and implement innovative solutions that enhance the patient access experience and support future growth.

Compliance & Regulatory Responsibilities

• Maintain a working understanding of substance use disorders and addiction treatment services.
• Ensure compliance with all applicable federal, state, and local regulations.
• Support adherence to accreditation standards and organizational policies.
• Maintain confidentiality and appropriate handling of sensitive information.

Professional Expectations

Successful candidates will:

• Demonstrate a belief that addiction is a treatable brain disease and support a recovery-focused approach.
• Exhibit compassion, respect, and professionalism in all interactions.
• Build strong relationships across all levels of the organization.
• Exercise sound judgment and discretion when managing sensitive matters.
• Thrive in a fast-paced, evolving environment while effectively managing multiple priorities.
• Remain calm and effective under pressure.

Qualifications

Required

• Minimum of 5 years of leadership experience managing contact center operations, preferably within healthcare, behavioral health, patient access, admissions, or related environments.
• Proven success leading operational transformation and process improvement initiatives.
• Experience managing performance metrics, workforce productivity, quality assurance, and service delivery.
• Strong leadership, coaching, and team development skills.
• Experience with CRM and contact center technologies, including Salesforce, 8x8, or similar platforms.
• Excellent analytical, problem-solving, and decision-making capabilities.
• Outstanding verbal and written communication skills.

Preferred

• Experience in behavioral healthcare, addiction treatment, healthcare services, or related patient-focused industries.
• Experience supporting high-growth or rapidly evolving organizations.
• Lean, Six Sigma, or other process improvement methodology experience.

What Sets You Apart

• Strategic thinker with a hands-on leadership style.
• High integrity and strong business acumen.
• Self-starter who thrives in ambiguity and drives results.
• Data-driven with a passion for continuous improvement.
• Strong collaborator capable of influencing across all levels of the organization.
• Deep commitment to delivering an exceptional patient and family experience.

Working Conditions

• Primarily office-based environment with extensive computer and telephone use.
• Ability to sit and work at a computer for extended periods.
• Ability to communicate effectively in person and by phone.
• Variable workload with periods of high activity and competing priorities.
• Occasional travel may be required.

Why Join BHG?

This is more than a traditional call center leadership role. It is an opportunity to help shape the future of patient access during a transformative period of growth. You will have direct exposure to executive leadership, significant influence on organizational strategy, and the ability to create meaningful impact for patients and families seeking life-changing care.

BHG is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.