Director Of Patient Access Contact Center (Healthcare)

TL;DR

Director of Patient Access Contact Center (Healthcare): Leading patient access operations and driving organizational transformation during a critical growth phase with an accent on operational excellence, technology optimization, and service delivery. Focus on building high-performing teams, implementing scalable processes, and enhancing the patient experience through data-driven decision-making.

Location: Must be based in or able to commute to Dallas, TX

Company

hirify.global is a healthcare organization dedicated to providing compassionate, recovery-focused addiction treatment services.

What you will do

• Develop and execute a strategic vision for the Patient Access Contact Center to support organizational growth.
• Oversee day-to-day operations, ensuring high performance in metrics like answer rates, conversion, and patient satisfaction.
• Lead transformation initiatives to modernize workflows, reporting, and technology integration.
• Recruit, coach, and develop a high-performing team of patient access professionals.
• Optimize contact center technologies including Salesforce and 8x8 to improve scalability and efficiency.
• Collaborate with executive leadership and cross-functional teams to ensure seamless patient journeys.

Requirements

• Minimum 5 years of leadership experience in contact center operations, preferably within healthcare or behavioral health.
• Proven success in leading operational transformation and process improvement initiatives.
• Strong experience with CRM and contact center technologies such as Salesforce or 8x8.
• Demonstrated ability to manage performance metrics, quality assurance, and workforce productivity.
• Excellent analytical, problem-solving, and communication skills.
• Must be able to work in a hybrid office environment in Dallas, TX.

Nice to have

• Experience in addiction treatment or behavioral healthcare services.
• Certification or experience in Lean or Six Sigma methodologies.
• Experience supporting high-growth or rapidly evolving organizations.

Culture & Benefits

• Opportunity to influence enterprise-wide strategy during a period of transformational growth.
• Direct exposure to executive leadership and organizational decision-making.
• Commitment to a recovery-focused approach and compassionate patient care.
• Equal opportunity employer with a focus on professional development and accountability.