About this role
The Operations Director – Patient Access leads and oversees all Patient Access operations in a remote healthcare contact center environment. This role is responsible for managing operational leaders, ensuring service excellence, meeting client SLAs, improving workforce productivity, and maintaining compliance with HIPAA and company standards. The position drives performance through KPI monitoring, coaching, workforce planning, quality assurance, and process improvement initiatives. The Director collaborates with HR, IT, Workforce Management, QA, Client Relations, and senior leadership to optimize patient and customer experiences.