Senior Director, Patient Access & Satisfaction

As Senior Director of Patient Access and Satisfaction, you play a pivotal role in shaping the first and most lasting impressions of our organization. We empower you to lead enterprise-wide access, scheduling, registration, and experience strategies that remove barriers to care while elevating patient trust and satisfaction.

You will have the authority, visibility, and cross-functional partnership to drive system-level improvements, align access operations with clinical and revenue priorities, and leverage data and technology to create seamless, patient-centered journeys. Your voice influences executive decisions, and your leadership directly impacts access equity, service excellence, and organizational performance.

Role Summary

The Senior Director of Patient Access & Patient Satisfaction provides enterprise leadership for all patient-facing access and experience functions, ensuring timely access to care, seamless intake, transparent financial counseling, responsive patient communications, and compliant medical records management. This role is accountable for patient satisfaction, access performance, and operational scalability across the organization.

Key Responsibilities

Strategy, Leadership & Governance

• Establish and execute the enterprise Patient Access & Experience strategy aligned to organizational growth and patient satisfaction goals.
• Lead and develop multi-site leadership teams and establish standardized operating models, policies, and performance accountability.
• Own SOPs, governance, and staffing frameworks to ensure scalability and quality.

Patient Call Center & Contact Center Operations

• Oversee inbound and outbound patient communications, new patient scheduling, referral intake, and appointment management.
• Establish KPIs for access excellence including speed to answer, abandonment, first-contact resolution, and QA results.
• Drive omnichannel access optimization and continuous quality improvement.

New Patient Intake & Scheduling

• Ensure efficient new patient onboarding, referral processing, and scheduling coordination.
• Reduce time-to-first-appointment while maintaining data integrity and clinical readiness.
• Standardize intake workflows across all markets.

Financial Counseling & Patient Financial Experience

• Lead centralized financial counseling supporting estimates, coverage education, and payment options.
• Ensure compliance with Good Faith Estimate and transparency regulations.
• Partner with Revenue Cycle to support downstream collections and patient understanding.

Medical Records / Health Information Management

• Oversee medical records intake, scanning, indexing, chart preparation, and release of information.
• Ensure timely, accurate, and compliant record availability for clinical care and audits.
• Maintain HIPAA and privacy compliance.

Patient Satisfaction, Experience & Quality

• Own patient experience metrics including NPS, complaints, and service recovery outcomes.
• Implement continuous improvement initiatives focused on empathy, communication, and ease of access.
• Establish escalation and service recovery frameworks.

Analytics, Technology & Continuous Improvement

• Build dashboards and leading indicators for access, satisfaction, and operational performance.
• Champion automation, AI-enabled contact center tools, and digital intake solutions.
• Use data to address access bottlenecks and improve efficiency.

Qualifications

• 10+ years of progressive leadership in patient access, patient experience, or healthcare operations.
• Proven experience managing large, distributed patient-facing teams.
• Strong understanding of intake, scheduling, financial counseling, and HIM workflows.
• Bachelor’s degree required; Master’s degree preferred.