Director Patient Call Center

About the role

At BHG, we are entering an exciting period of transformational growth and operational evolution. We are seeking an experienced and strategic Director of Patient Access Contact Center to lead our patient access operations and help define the future of how patients and families connect with our organization.

Strategic Leadership & Transformation

• Develop and execute a strategic vision for the Patient Access Contact Center that supports organizational growth and long-term objectives.
• Partner closely with executive leadership to align patient access operations with business priorities and mission-driven goals.
• Lead transformation initiatives focused on scalability, operational efficiency, technology optimization, and service excellence.
• Identify opportunities to modernize workflows, systems, reporting capabilities, and patient engagement processes.

Operational Excellence

• Oversee all day-to-day contact center operations, ensuring exceptional service delivery and operational performance.
• Establish and monitor key performance indicators, including: Answer rate, Abandon rate, Admission conversion rate, Agent productivity, Service level performance, Patient satisfaction metrics.
• Drive continuous improvement initiatives using data analysis and operational insights.
• Ensure consistent execution of policies, procedures, and quality standards.

Team Leadership & Development

• Recruit, develop, coach, and lead a high-performing team of patient access professionals.
• Foster a culture of accountability, compassion, collaboration, and continuous learning.
• Create clear pathways for employee growth and development.
• Promote employee engagement while maintaining high standards of performance and service.

Patient Experience & Stakeholder Partnership

• Champion a patient-first approach that delivers compassionate, efficient, and consistent experiences.
• Implement strategies to measure and improve patient and family satisfaction.
• Collaborate with treatment centers, business leaders, and cross-functional teams to ensure seamless communication and coordination throughout the patient journey.
• Serve as a trusted operational partner across the organization.

Technology & Systems Management

• Optimize and integrate contact center technologies, phone systems, CRM platforms, and reporting tools.
• Leverage platforms such as Salesforce, 8x8, and related technologies to improve efficiency, visibility, and scalability.
• Evaluate and implement innovative solutions that enhance the patient access experience and support future growth.

Compliance & Regulatory Responsibilities

• Maintain a working understanding of substance use disorders and addiction treatment services.
• Ensure compliance with all applicable federal, state, and local regulations.
• Support adherence to accreditation standards and organizational policies.
• Maintain confidentiality and appropriate handling of sensitive information.

Qualifications

• Minimum of 5 years of leadership experience managing contact center operations, preferably within healthcare, behavioral health, patient access, admissions, or related environments.
• Proven success leading operational transformation and process improvement initiatives.
• Experience managing performance metrics, workforce productivity, quality assurance, and service delivery.
• Strong leadership, coaching, and team development skills.
• Experience with CRM and contact center technologies, including Salesforce, 8x8, or similar platforms.
• Excellent analytical, problem-solving, and decision-making capabilities.
• Outstanding verbal and written communication skills.