Mkt Director Patient Access-AR

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.

As our Market Director Patient Access, you will spearhead the strategic oversight and operational excellence of our appointment scheduling, inbound telecommunications, and patient access functions. You will be a key leader in optimizing the patient journey by leveraging advanced technology and robust systems to drive organizational growth. By aligning our contact center operations with DHMG’s core mission and vision, you will ensure we provide a seamless, high-quality experience that enhances patient satisfaction and operational profitability.

Every day you will oversee high-volume contact center operations, managing workforce capacity, call quality, and service level productivity. You will translate complex data into actionable insights to inform senior leadership while implementing innovative strategies for alternative service channels, including social media and online integration. Your role involves continuous process improvement, ensuring that patient flow and traffic management are standardized across the enterprise to meet our evolving business objectives.

To be successful in this role, you will be a visionary leader with a proven track record of managing large-scale contact center operations and building high-performing teams. You will possess strong analytical skills to manage operating budgets and monitor performance metrics, alongside the ability to mentor and develop supervisory staff. Your commitment to data-driven decision-making and your expertise in healthcare service delivery will be essential as you cultivate a culture of accountability, efficiency, and exceptional service.

Key Responsibilities Include:

• Strategically manage contact center capacity planning, forecasting, and workforce scheduling to meet operational demands.
• Develop and execute digital service strategies, including social media and online patient access solutions.
• Drive continuous improvement in patient flow and traffic management through standardized, cross-departmental processes.
• Mentor, coach, and retain a high-performing leadership team to ensure effective succession planning and staff development.
• Prepare and manage capital and operating budgets while maintaining strict expense management protocols.
• Utilize data governance and performance metrics to provide transparency and education to senior leadership regarding patient access outcomes. 

Required

Bachelors Other
5-10 years of experience in health care leadership.

Combination of education and job related experience.

Preferred 

Practice management and call center experience preferred with strong acumen in healthcare reimbursement, analytics, and matrix leadership across multiple business units.

Master’s degree in health administration strongly
LEAN, Six Sigma, or other PI experience

Certified Healthcare Executives (FACHE)