Job Description

Job Description

Job Description

Position Summary:
The Associate Director leads the centralized scheduling call center, ensuring patients receive timely, accurate, and empathetic service. This role is responsible for scheduling operations, call quality, and customer experience, collaborating with clinical, operations, and IT teams to streamline workflows and elevate patient satisfaction. This position has remote possibilities but must be able to work on-site as needed. Occasional travel to regional clinics or locations may be required.

Qualifications:

• B.A. or B.S. (required); MHA, MBA, or equivalent preferred.
• At least 5 years in healthcare scheduling or call center operations, including 3+ years in leadership. Prior experience improving patient experience is preferred.
• Must be multi-tasked, organized, display a positive attitude with positive thinking and be self-motivated.
• Flexible and adaptable to changing priorities and workflows.
• Strong leadership and performance management.
• Excellent oral and written communication with empathy-driven approach.
• Familiarity with call center tech, scheduling platforms, and EHR integration.
• Analytical and data-driven mindset for continuous improvement.

Key Responsibilities:

• Leadership & Operations
  • Oversee centralized scheduling call center operations: inbound/outbound calls, online scheduling, and appointment coordination.
  • Manage staffing models to handle call volumes, optimize service levels, reduce abandonment rates, and minimize hold times.
  • Monitor and drive KPIs such as service level, average speed of answer (ASA), first-call resolution, and scheduling accuracy.
• Patient Experience
  • Lead quality assurance through call monitoring, coaching, and patient feedback loops.
  • Achieve high patient satisfaction via empathetic communication, prompt issue resolution, and service recovery protocols.
  • Implement patient experience initiatives aligned with organizational goals.
• Process Improvement & Analytics
  • Use data and operational analytics to identify and resolve performance gaps.
  • Champion process enhancements, workflow redesign, and digital tools that reduce errors and improve throughput.
  • Collaborate with IT to optimize scheduling systems, IVR, EHR workflows, and voice analytics.
• Team Development & Management
  • Supervise managers, team leads, and scheduling staff; set standards for performance and customer service.
  • Direct recruitment, onboarding, and ongoing training aligned with quality and operational expectations.
  • Provide regular coaching, evaluations, talent development, and succession planning.
• Physician Collaboration & Presenting
  • Serve as a liaison between physicians, clinic leaders, and patient access teams to optimize scheduling templates and ensure accurate patient-provider matching.
  • Conduct regular meetings with physicians to review patient access performance, discuss scheduling efficiencies, and address access challenges.
  • Prepare and deliver presentations on call center performance, patient experience trends, and improvement initiatives to executive leadership, physician groups, and operational committees
• All other duties as assigned.

Why Join Us at OSM?
At Orthopaedic Solutions Management (OSM), we are committed to transforming the way patients experience access to care. As Associate Director of Patient Access, you will play a key role in shaping the front door of our organization by leading a team that ensures every patient receives the highest level of service, compassion, and efficiency from their very first interaction.

You’ll have the opportunity to collaborate with dedicated physicians, operations leaders, and IT partners while driving innovation through process improvements, data-driven strategies, and technology integration. We value leaders who bring energy, adaptability, and a patient-first mindset, and we invest in the professional growth of our team.

Joining OSM means becoming part of a mission-driven organization where your leadership directly impacts patient satisfaction and access to high-quality orthopaedic care across the region. If you are passionate about leading with empathy, driving operational excellence, and making a measurable difference in patient access, we invite you to bring your expertise and leadership to OSM.

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