Director of Patient Access (Administrative)

Job Summary 

OnePeak Medical is seeking an exceptional Director of Patient Access to lead our rapidly growing Patient Concierge Department, a newly launched initiative that sets a new standard in patient-centered care.  Unlike traditional call centers, our Patient Concierge team is designed to provide seamless, concierge-style services to address all patient needs, from scheduling and rescheduling appointments to outbound reminders, pre-registration, and follow-ups. 

This role demands an experienced leader who can scale our operations, optimize workflows, and ensure every interaction reflects OnePeak Medical's commitment to delivering exceptional care experiences.  You'll oversee a team of dedicated professionals based in Oregon while leveraging opportunities to expand with international support as the department grows.  With your leadership, our Patient Concierge will continue to set the bar for innovation, efficiency, and patient satisfaction in healthcare. 

Key Responsibilities

• Strategic Leadership
  • Drive the vision for OnePeak Medical's Patient Concierge Department, creating a seamless and concierge-style patient journey. 
  • Architect scalable and efficient workflows for handling incoming and outgoing calls, appointment booking, reminders, and pre-registration. 
  • Align departmental goals with OnePeak Medical's mission of delivering unparalleled patient care. 
• Operational Management 
  • Oversee all call center operations, including incoming calls for scheduling, outbound outreach for annual wellness visits, and pre-registration tasks.
  • Establish and enforce exceptional service standards that ensure patient satisfaction and operational excellence. 
  • Optimize staffing and resources to support a rapidly growing department while maintaining high service levels. 
  • Leverage Five9 Call Center software (experience with this platform is a plus) and other tools to enhance team performance and efficiency. 
• Digital Innovation
  • Identify and implement innovative digital tools to support patient engagement, including online scheduling, virtual registrations, and telehealth solutions. 
  • Pilot and refine technologies that enhance the patient experience and streamline workflows.
• Team Leadership
  • Mentor and inspire a talented team of Patient Concierge agents and the Patient Concierge Manager, fostering a culture of accountability, collaboration, and continuous improvement.
  • Leverage experience in building and scaling new call centers to establish best practices and ensure rapid growth aligns with strategic objectives. 
• Global Collaboration
  • Research viability of expanding call center operations by incorporating offshore (OUS) support to augment the current US-based team. 
  • Bring expertise in managing global call center teams to ensure seamless integration and high-quality service delivery. 
• Data-Driven Decision Making
  • Oversee reporting and analysis of key metrics such as call resolution rates, appointment booking conversions, and service-level adherence. 
  • Use data insights to identify bottlenecks and implement process improvements. 
• Collaboration and Compliance
  • Partner with marketing, patient experience, and operations leadership to align strategies with organizational goals. 
  • Ensure compliance with all relevant healthcare regulations and industry best practices. 

Qualifications

• Education
  • Bachelor's Degree in Business, Healthcare Administration, or a related field (required). 
  • Master's Degree in Healthcare Administration or Business Administration (preferred).
• Experience 
  • 7+ years in healthcare operations, with proven leadership in call center or patient access roles.
  • Experience building and scaling call center operations, preferably in a multi-site healthcare organization. 
  • Familiarity with **Five9 Call Center software** or similar platforms is a plus. 
  • Demonstrated ability to manage global call center operations, including integrating OUS support.
• Skills & Competencies
  • Expertise in strategic planning, process optimization, and change management. 
  • Strong leadership and team-building capabilities with a passion for mentoring and developing talent. 
  • Exceptional communication and problem-solving skills. 
  • Analytical mindset with the ability to interpret data and make informed decisions. 

Why Join OnePeak Medical? 

At OnePeak Medical, we are redefining the patient experience. Our Patient Concierge Department embodies our commitment to providing concierge-style care, ensuring every interaction exceeds expectations.  As a rapidly growing, innovative healthcare organization, we offer the opportunity to lead transformational change and contribute to a mission that prioritizes excellence in patient care.